topic Re: Searchable tickets in Plusnet Feedback

Searchable tickets

Gus — Wed, 27 Jul 2011 15:56:09 GMT

Just had to reference an old ticket in a current one but had to view each and every ticket to find the one involved. Due to internal billing notices etc showing as normal tickets it made it harder than needed to be to find it.
So possible to add a text search customer side for tickets?

Re: Searchable tickets

orbrey — Thu, 28 Jul 2011 08:02:49 GMT

Hi Gus,
I'll post it up for internal awareness and discussion as that's a great idea, thanks - it'll not happen instantly though I'm afraid.

Re: Searchable tickets

matt_2k34 — Fri, 29 Jul 2011 03:31:31 GMT

I would imagine that would take *LOTS* of dev time up, and it would be a right PITA, as it would have to 'read' the text in all the 'closed' (Minus'd) tickets.
What WOULD be easier, is at the top of your "list" of ticket / responses etc. is have a series of tickboxes!

Invoices

Questions

Failed Billing[l/li]

You get the idea, then all the old "tickets" (which i guess are stored in a db somewhere?) add a column and give it an identifier, then show only those which are ticked.
Would help ignore the 'info' tickets, and allow you to dig through the old ones much easier, and should be easier to implement.
Regards

Re: Searchable tickets

198kHz — Fri, 29 Jul 2011 07:29:19 GMT

The ease of finding closed tickets/questions would be greatly facilitated merely by going back to the way things were relatively recently (12 months or so?) i.e. -
One could 'open up' and view all one's ticket/questions and scroll through them. That's not possible now, which is a right pain unless one knows pretty well the exact date.
Now that must surely be easy to implement.

Re: Searchable tickets

Oldjim — Fri, 29 Jul 2011 08:24:36 GMT

Agree 100% - that was a real retrograde step

Re: Searchable tickets

spraxyt — Fri, 29 Jul 2011 15:09:28 GMT

Opening all the old queries requires a database query for each one which places a high load on the server. Using a selector to pick a single 'ticket classification' for text display might make it viable.

Re: Searchable tickets

Oldjim — Fri, 29 Jul 2011 15:49:27 GMT

Except that normally only those within a specific date range are needed and it should be very easy to put a limit on the maximum period which could be requested

Re: Searchable tickets

matt_2k34 — Fri, 29 Jul 2011 17:10:34 GMT

I dont know Jim, id expect the server load to be very high - dont forget how many users would be using the service!
That was my intention spraxyt - hopefully PN will inform us on some sort of resolution
Regards