ldenison / raptor Goto Github PK

you should be able to indicate how many times a client has called back about an incident.

Being able to create a ticket that was solved on the first try would prevent the end user from receiving two emails for a simple request (i.e. Ticket opened, ticket closed).

The ability to add information about hardware checked in regarding an incident. Perhaps as a special type of attachment.

Users should be able to click a star icon on an incident and subscribe / unsubscribe themselves from notifications for the incident

Users should be able to add equipment to an incident for things like taking in hardware to fix and later return

When a modal is launched, it should automatically focus the first input in the modal form so that a user doesn't have to tab or click there to begin using it.

When entering a client ID or staff username in the "Create Ticket" view, an AJAX lookup should be used to help suggest the name and fill in additional information (first/last name, etc).

Emails out from Raptor should be well formatted to make them easier to read and more aesthetically pleasing than plain text.

Users should be able to update the due date on an incident

Users should be able to send emails to the client about an open incident

Team should always be specified when an incident is assigned, including when it is assigned directly to a user. Users can exist in multiple teams so the incident should be assigned with team context as well. This also means that users should have default teams.

Admins should be able to edit teams, create new teams, assign people to teams, and subscribe (starring system) to notifications for teams. Teams should also be able to specify a specific IMAP mailbox to listen for incoming email incidents.

Users should be able to add comments to an incident

Admins should be able to edit priorities, assign them icons (from glyphicons) and order their rankings relative to one another

Users and clients should receive email notifications when important actions occur such as opening and closing incidents.

Users should also be able to turn these on/off with the starring system

Users should be able to create hierarchical tags which can be applied to incidents for example:
Database > login > password reset
Where the parent indicates which category the tag belongs to.
They should be able to tag an incident with a parent tag also if they want.

A user should be able to build filters and save them to access later.
There should be an interface where you can add multiple assigned_to values (users and teams) as well as do things like specify relative due date ranges (like today + 3 days), certain priority types, certain statuses.

Assigned_to should be an auto suggest that lets you add as many values as you want, which creates a number of OR clauses in the query. Status and Priority could be checkboxes which create OR clauses also.

You should be able to connect each group with a keyword like AND, OR, or NOT.

If there is a high volume issue that lots of clients are opening incidents about (like a temporary outage) you should be able to record clients on the same incident template and close them all at once (notifying everyone that had an incident).

Admins should be able to specify imap account info so that the application will check an imap mailbox periodically for new email to generate incidents from. That imap account should also be able to have mailboxes (with filters configured on the mailbox with whatever tool they choose) that different teams can monitor for email to automatically assign them to that team.

Users and Clients should be able to attach files to incidents

Different teams should be able to specify an imap mailbox to listen to for incoming incidents. If the incident currently exists, it should append the email details to the incident, otherwise it should create a new incident. This should run every 5 minutes or so.