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Extra columns


#1

Hi Ian,

HelpSpot 1.5 is great! It addresses almost of all of the things that were problems for us!

One question - now there is a nice way to add columns to a view, can we have more choices for columns?

For instance:

  • Last update date (a real date, not a time since the request started)
  • Last public update date (ditto)
  • Time since last update (we try to look at every incident every day)
  • Time since last public update (we try to keep customers informed of what’s going on at least once a week for extended incidents, hardware repairs for instance)

I’m sure other people will have more suggestions!

Also, after a while it seems that the public part of incidents becomes inaccessible - can we turn this off? It’s really useful to be able to point a customer back to the public history for a string of incidents months or years later (we’ve used this quite often when people complain, it allows you to clarify what happened and what was said).

Cheers,

Steve


#2

That’s great Steve. I’m especially looking forward to your feedback on external notes http://www.userscape.com/helpdesk/index.php?pg=kb.page&id=9once you’ve had a chance to use them some more.

I’ll note these new column ideas for consideration in a future release.

You can remove that limitation on public notes. By default it closes off access after the request has been closed for 2 days. You’ll need to modify the request.check.tpl.php template. Information on where to find the templates and put the modified ones is here:

http://www.userscape.com/helpdesk/index.php?pg=kb.page&id=9

In that template is a line where you can change the time or if you remove that IF statement it will just always be available.


#3

Sorry, missed your reply. External notes work excellently - 1.5 has really streamlined our process.

Cheers,

Steve