Re: Writing plugin for Zammad for ticket auto-assigning

[Martin Edenhofer]

Hi Vishnu,

wonderful usecase! ❤️

By the way, it's also somethin which would fit into Zammad standard.

However, I see 2 features:

1) Auto assignment of Tickets at open time 
2) Auto assignment of Tickets at ticket creation


Where is the best place for:
1) Could be implemented in the UI, if ticket is opened and no owner is 
assigned to auto assignment to the current own.

2) This is quite easy too, if you have the logic how to determine which 
agent will get the ticket assigned. In ruby on rails you can hook into 
callback. In this case for example "before_create" of any ticket.
Here you can put the logic of e. g. round-robin and assign the new agent 
for ticket creation.

Read more at: 
http://guides.rubyonrails.org/v5.0/active_record_callbacks.html

An example in Zammad you can fine 
here: 
https://github.com/zammad/zammad/blob/develop/app/models/observer/ticket/user_ticket_counter.rb#L3
 
or 
https://github.com/zammad/zammad/blob/develop/app/models/observer/ticket/close_time.rb#L31


In case, just fork zammad on github and I can light you the way directly.

 -Martin


Am Donnerstag, 7. September 2017 11:56:32 UTC+2 schrieb Vishnu S:
>
> Hi Martin,
>
> When you have several dozen agents and thousands of tickets coming in, 
> manual ticket claims become very impractical. There may be confusion on 
> what tickets to pick; multiple agents may try to pick the same ticket 
> (there's no locking mechanism); if there are economic incentives, tickets 
> may get hoarded.
>
> The distribution and resolution of tickets will become erratic and uneven.
>
> With automatic assignment, the burden of assignment is not on the agent, 
> but on the system. To start off with, a simple round-robin, or even random 
> assignment of tickets to agents within a group will ensure even 
> distribution.
>
> - Ticket arrives. Filters and triggers are applied.
> - If there's a Group (post filtering), pick a random agent from the group 
> and assign.
>
>
>
>
> On Thursday, 7 September 2017 14:55:38 UTC+5:30, Martin Edenhofer wrote:
>>
>> Hi Vishnu,
>>
>> to give you "good" tip, it would ne nice to know the full usecase from 
>> users perspective.
>>
>> It would also be fine to know hat it the mechanism/rule for  ticket auto 
>> assignment (random?).
>>
>>  -Martin
>>
>> Am Donnerstag, 7. September 2017 11:18:35 UTC+2 schrieb Vishnu S:
>>>
>>> Hi there,
>>>
>>> We'd like to build a simple ticket auto assignment plugin for Zammad. Is 
>>> there any starting point for this? How do we go about writing a plugin?
>>>
>>

-- 
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https://zammad.com
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Re: Writing plugin for Zammad for ticket auto-assigning

[Vishnu S]

Hi Martin,

When you have several dozen agents and thousands of tickets coming in, 
manual ticket claims become very impractical. There may be confusion on 
what tickets to pick; multiple agents may try to pick the same ticket 
(there's no locking mechanism); if there are economic incentives, tickets 
may get hoarded.

The distribution and resolution of tickets will become erratic and uneven.

With automatic assignment, the burden of assignment is not on the agent, 
but on the system. To start off with, a simple round-robin, or even random 
assignment of tickets to agents within a group will ensure even 
distribution.

- Ticket arrives. Filters and triggers are applied.
- If there's a Group (post filtering), pick a random agent from the group 
and assign.




On Thursday, 7 September 2017 14:55:38 UTC+5:30, Martin Edenhofer wrote:
>
> Hi Vishnu,
>
> to give you "good" tip, it would ne nice to know the full usecase from 
> users perspective.
>
> It would also be fine to know hat it the mechanism/rule for  ticket auto 
> assignment (random?).
>
>  -Martin
>
> Am Donnerstag, 7. September 2017 11:18:35 UTC+2 schrieb Vishnu S:
>>
>> Hi there,
>>
>> We'd like to build a simple ticket auto assignment plugin for Zammad. Is 
>> there any starting point for this? How do we go about writing a plugin?
>>
>

-- 
Open Source as Download https://zammad.org || Easy to use as SaaS 
https://zammad.com
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Writing plugin for Zammad for ticket auto-assigning

[Vishnu S]

Hi there,

We'd like to build a simple ticket auto assignment plugin for Zammad. Is 
there any starting point for this? How do we go about writing a plugin?

-- 
Open Source as Download https://zammad.org || Easy to use as SaaS 
https://zammad.com
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Re: Upgrading from 1.5.x to 2.1.1

[Vishnu S]

Ah thanks so much Martin.. I was little scared to do an upgrade via source. 
Hope to see 2.0 very soon :) Have few more questions.. will create separate 
thread.. 



On Thursday, 7 September 2017 14:35:15 UTC+5:30, Martin Edenhofer wrote:
>
> Hi Vishnu,
>
> first of all, I would always recomment to use deb/ubuntu packages as in 
> https://docs.zammad.org/en/latest/install-ubuntu.html descriped (this 
> packages also includes the needed ruby and gem versions).
>
> The current stable is Zammad 1.5 - so your have installed the package from 
> stable repo (as in https://docs.zammad.org/en/latest/install-ubuntu.html 
> descriped).
>
> In September we will release Zammad 2.0. If it's release it's show up in 
> stable repo as well.
>
> So if you will keep on stable Zammad release you just need to wait until 
> new stable releases are relesed. Then just update Zammad via apt and all 
> works fine (the package will take care of all dependencies and will execute 
> the update procedure).
>
> PS: The Zammad "tag" 2.1.1 is only prepared for "master" branch (which 
> will be the upcoming Zammad 2.1 - later). In case, just ignore them and 
> keep on stable repo. :)
>
>  -Martin
>
>
> Am Donnerstag, 7. September 2017 10:08:04 UTC+2 schrieb Vishnu S:
>>
>> Hi there,
>>
>> We have installed 1.5.x in production using deb. Now last night, 2.1.1 
>> was released as per https://github.com/zammad/zammad/releases. I'd like 
>> to know if theres any safe way to upgrade directly from source to deb 
>> installation, also if there are any issues in upgrade. The documentation is 
>> a bit confusing and not up to date with latest releases.
>>
>> Current installation is there in /opt/zammad and we have not done 
>> anything apart from whats mentioned in 
>> https://docs.zammad.org/en/latest/install-ubuntu.html 
>> .
>>  
>> System is a DigitialOcean instance with ubuntu 16.04
>>
>> 2.1.1 is in releases https://github.com/zammad/zammad/releases and we're 
>> hoping it will have some major updates. Would you suggest us to do it or 
>> wait for the deb update? 
>>
>

-- 
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https://zammad.com
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Re: Upgrading from 1.5.x to 2.1.1

[Martin Edenhofer]

Hi Vishnu,

first of all, I would always recomment to use deb/ubuntu packages as in 
https://docs.zammad.org/en/latest/install-ubuntu.html descriped (this 
packages also includes the needed ruby and gem versions).

The current stable is Zammad 1.5 - so your have installed the package from 
stable repo (as in https://docs.zammad.org/en/latest/install-ubuntu.html 
descriped).

In September we will release Zammad 2.0. If it's release it's show up in 
stable repo as well.

So if you will keep on stable Zammad release you just need to wait until 
new stable releases are relesed. Then just update Zammad via apt and all 
works fine (the package will take care of all dependencies and will execute 
the update procedure).

PS: The Zammad "tag" 2.1.1 is only prepared for "master" branch (which will 
be the upcoming Zammad 2.1 - later). In case, just ignore them and keep on 
stable repo. :)

 -Martin


Am Donnerstag, 7. September 2017 10:08:04 UTC+2 schrieb Vishnu S:
>
> Hi there,
>
> We have installed 1.5.x in production using deb. Now last night, 2.1.1 was 
> released as per https://github.com/zammad/zammad/releases. I'd like to 
> know if theres any safe way to upgrade directly from source to deb 
> installation, also if there are any issues in upgrade. The documentation is 
> a bit confusing and not up to date with latest releases.
>
> Current installation is there in /opt/zammad and we have not done anything 
> apart from whats mentioned in 
> https://docs.zammad.org/en/latest/install-ubuntu.html 
> .
>  
> System is a DigitialOcean instance with ubuntu 16.04
>
> 2.1.1 is in releases https://github.com/zammad/zammad/releases and we're 
> hoping it will have some major updates. Would you suggest us to do it or 
> wait for the deb update? 
>

-- 
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https://zammad.com
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