Hello Mart, You are talking about a helpdesk for all IT deparment... I was searching for something tiny just for monitor app defect that I build with web2py since user are not of great help by telling that they had a Ticket... I think they don't even notice that there is a problem... ;-)
Richard On Mon, Dec 20, 2010 at 3:41 PM, mart <[email protected]> wrote: > I think there would need to be something with a form or 2 and some > tables to hold useful data, along with email and form flow/routing > capabilities ? > > A help desk in the sense of "hey, my mouse isn't working, can someone > from the helpdesk come and fix it?" > > my 2 cents, > Mart > > > something like this (but probably better) > > > db.define_table('ITMembers', > Field('name'),format='%(name)s') > > '''--- if large IT dept, Which uit of IT > hepdesk, server services, etc... ---''' > db.define_table('ITteam', > Field('name'),format='%(name)s') > > '''--- desktop/user issue, server outage, > network breakage, etc... ---''' > db.define_table('hdCategory', > Field('name'),format='%(name)s') > > > > '''--- SUBMISSION FORM & REQUEST TRACKING ---''' > db.define_table('hdTicket', > Field('ticketnumber',length=64, default=uuid.uuid4()), > Field('description', 'text'), > Field('created_on',default=request.now), > Field('completed_on',default=request.now), > Field('modified_on','datetime'), > Field('created_by',db.auth_user,default=auth.user_id), > > Field('assigned_to',db.ITteam), > Field('category',db.hdCategory), > Field('status',requires = IS_IN_SET(['not started', > 'started', > 'in progress', > 'blocked', > > 'done'])), > Field('summary',text), > Field('description','text'), > Field('date_logged','datetime'), > Field('priority',requires = IS_IN_SET(range(0,5)), > default=1), > Field('attachement','upload'), > Field('newInfo','text'), > Field('requiresHardware',db.parts), > Field('comments','text')) > > > > On Dec 20, 2:06 pm, mdipierro <[email protected]> wrote: > > Here is a web2py helpdesk app. > > > > http://web2py.com/examples/static/web2py.app.helpdesk.w2p > > > > Please help me test and improve it. > > > > 1) edit applications/helpdesk/models/0.py > > > > set the email info and set the list of apps to be monitored > > > > 2) on each server (one if you only have one) run > > > > python web2py.py -S helpdesk -M -N -R applications/helpdesk/private/ > > tickets2db.py > > > > this will check for new tickets, email you when it finds one, archive > > the ticket in the app db, delete the ticket file. > > > > 3) visit http://.../helpdesk > > > > to search for stored tickets in the monitored apps. Each ticket has > > its own comments thread. > > > > I am sure it has some bugs that need fixing. > > It will be easy to add features since all tickets are in DB. >
