Module Ticket

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Ticket
Numéro/ID du module	56000
Doc utilisateur du module	This page
Doc développeur du module	Module Ticket (developper)

Introduction

This module allows you to manage a Help Desk service. You can create and follow tickets from the backoffice but also from a light public portal.

Installation

This module is included with the Dolibarr distribution, so there is no need to install it.

Configuration

To use this module, you must first enable it using an administrator account, via the menu option "Home - Setup - Modules".

Choose the tab where the module is listed. Then click on "Activate".

The module is now activated.

If a cog icon appears on module thumb or at end of the line of the module, click on it to access the setup page specific to the module.

Public interface

There is a public interface available to create an view tickets: <your dolibarr URL>/public/ticket/

You can protect the public page with a Captcha. This can be enabled under Home -> Settings -> Security where you can set a switch regarding Captchas on public pages.

Workflow

The default workflow of a ticket is (number in parenthesis is the numero of status):

                                             --> on Hold (7) --->
                                              \                /
Not read (0) ---> Read (1) --> Assigned (2) --> In progress (3) ------------>  Closed/Solved (8)
 |                                             /               \                              
 |                                     Waiting feedback requester (5)
  \                                                    /
   \--------------------------------------------------/
                          |
                      Canceled (9)

Create a ticket from the backoffice

1. Click "Ticket" to activate the Ticket module
2. Click "New Ticket" on the left column
3. Fill in the fields
4. Click "Create Ticket"
5. Done