TTUpdateProgress - Quick note for a Trouble Ticket

November 20th, 2009 by Prasad

Having the ability to add a quick update on trouble ticket was a need our support team were looking for. They also wanted this note to be made available for internal team and not have it displayed on the customer portal.

Well, it was an interesting problem for us to solve. While analyzing for the solution we thought taking advantage of Ticket History section. A quick link (Update Progress) was provided on the DetailView to take the note and on save it was added to the Ticket History section.

updateprogressinaction510.png

You can find the extension on the marketplace: TTProgressUpdate for vtiger CRM 5.1.0

Now this quick note is serving as a knowledge-base on each of the ticket!

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10 Responses to “TTUpdateProgress - Quick note for a Trouble Ticket”

  1. on 20 Nov 2009 at 2:34 pm   F K

    Solid addition to vTiger!

    This is a great use case for internal notes.

    The Comments field was really meant for correspondence between support and customer.

    Thanks again!

  2. on 22 Nov 2009 at 2:36 am   Karim

    Hi Prasad,

    Thank you for the addition.
    We are facing an issue comments added not saved.
    Thanks.

  3. on 22 Nov 2009 at 2:50 am   Karim

    Hi Prasad,
    I’m very sorry, Comments is saved under more information Ticket Histoy.
    Thank you

  4. on 02 Dec 2009 at 7:55 am   Shawn

    Thank you for this. Excellent addition and it saved me the effort to create it myself. Now I am off to reformat the outgoing Trouble Ticket email template that is sent to customers.

    Shawn

  5. on 04 Dec 2009 at 8:22 am   Mavsol

    Thanks a bunch for this very useful update! I’m going to test it this week.

    I had all my customers on the email opt-out list so that they didn’t get all those updates when I add a comment. If we can extend this to add searchable private comments to accounts, contacts etc. one of the sales guys is going to love it. Our commercial CRM doesn’t even have that.

  6. on 04 Dec 2009 at 8:58 am   Prasad

    Very happy to see the “fun-time-addon” is being very useful to all of you. Keep sharing the feedback and ideas, we will keep track.

    Regards,
    Prasad
    vtiger Team

  7. on 08 Dec 2009 at 8:58 am   Ema

    Adding a private/public flag to TT’s comments would be the appropriate solution.

  8. on 14 Jan 2010 at 8:06 am   sparfitt

    This is a nifty workaround, but I would agree with emma, a private / public flag for TT comments is the way to go.

    Steve P

  9. on 14 Jan 2010 at 8:46 am   Aled

    Have to agree here folks. Having used RequestTracker as a ticketing system for many years, not being able to add “private” comments is a bit of a showstopper. I’ll add my voice to Emma and Steve’s comments though that I’d like to see this being done by putting a “public/private” option on the TT comment.

    Cheers,
    Aled.

  10. on 14 Jan 2010 at 4:47 pm   F K

    +1 to Ema’s recommendation!

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