Time for another update. I have been updating the comments, but I figured it would be a good idea to do a post. The new code is working well. There have been a few bugs, but generally it is working well. Let me just say it is a 100% improvement over the old code.
We have been using the first release of SimpleTicket for about six months. We have been able to determine what works and what needs improvement. The new version of SimpleTicket addresses many of the shortcomings of the first release from a workflow perspective. From a code perspective the new code conforms to the Ruby on Rails methodology.
The guys are still working on bugs and little edits, but our primary objective is to import six months of data into the new version (we think that will be the best way to bug test the new code) and start testing. Concurrently one of our designers is adding gradients and shadows to the panels.
Finally, the most exciting feature of SimpleTicket is its ability to deliver statistics about our clients to the managers of Architel. We can now have a real-time view into our business - a huge feature of Simpleticket. There is a big shortcoming in our view of the stats; the columns can’t be sorted in ascending or decending order - they are simply in alpha order. I have been told it is very hard to code a solution to this problem. If you have any ideas please post here. Otherwise, we will release without a solution for now. Thanks to our brothers in Paris who did most of the coding on the new version of SimpleTicket - there is light at the end of the tunnel.
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July 29, 2006 |
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Tags: SimpleTicket , simpleticket , opensource , troubleticket , gpl | Bookmark on del.icio.us | Digg It
We are building a hosted version of SimpleTicket that will allow companies or IT support shops to create a SimpleTicket install within minutes. Here is a peak:
Above you can see the ‘draft’ service levels. We plan to offer two types of SimpleTicket installs. The first is for internal support departments and the second is for IT support companies (like our own Architel).
We are still working out the details, but here is what the signup page might look like once you have selected a plan.
July 18, 2006 |
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Tags: SimpleTicket , simpleticket , opensource , troubleticket , hosted | Bookmark on del.icio.us | Digg It
We realized that we needed to update the customer view of SimpleTicket before we released the new backend. These wireframes were whipped up today. Let us know what you think. We are still thinking through a few issues (password recovery, login, account creation) and we are not certain this is how it will all turn out, but it will give you a glimpse into our thought process:
Most users will only see this view once. After they login they set their cookie and they only see the Create New Ticket page.
We decided to include three things in this view: 1) login, 2) password reminder, 3) create an account. Hopefully this isn’t too much for one page, but we wanted to keep it very simple - fewer pages, less navigation.
We removed priority settings. We have been using SimpleTicket internally for six months and less than 1% of users actually set the priority. We still have priority for internal use - i.e. by the engineers, but that is really for their uses.
This page is the default view for most users after they login for the first time.
This page starts out with a list of a users open tickets. If the user clicks on the “open ticket” link the Ticket detail opens and allows the user to view the ticket history, close the ticket (i.e. really close it), escalate the ticket to a manager, or close the view. Of course the user can still update the ticket with additional information. Note the two feed icons. Users can get an RSS feed for all of their tickets - i.e. so each time they are updated they get a notice in their newsreader. Users can also limit their feed to a specific ticket.
In our new closed ticket view, works just like open ticket view, but the users can reopen tickets if they wish. We have lots of users not happy that their ticket was closed - this gives them an easy way of re-opening it.
We now allow the user to update any of their information themselves. No more tickets asking us to update their information!
July 18, 2006 |
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Tags: SimpleTicket , simpleticket , opensource , troubleticket , wireframes | Bookmark on del.icio.us | Digg It
The SimpleTicket (the open source trouble ticket system) conference call held on April 5, 2006 was added to the Podcast this evening. If you missed the call check out the recording. We now have over 1300 subscribers to the podcast (why is anyones guess!).
April 5, 2006 |
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The second meeting was held this morning. The items covered were:
- Moving the time of the conference call from Tuesday to Wednesday. The meetings will still be held at 10AM. The call in number is 214.550.3540 (it will be recorded for the podcast).
- We have everyone’s email address and they will be added to the mailing list this week. If you want to be added to the mailing list just email alexl@architel.com.
- Colloboa was installed but has not been turned on. It will be up and running this week (we will notify everyone on the mailing list once it is up).
- Alex Leverington reviewed the change logs from everyone except Jason Best (4 contributors). We are now ready for each of you to get your code to alexl@architel.com (i.e. email difs off the current repository).
- According to Kevin the latest Architel version of SimpleTicket was uploaded, Alex Leverington is going to upload the latest version today just to sure.
Finally, the call was recorded and will be available via PodServe.
March 7, 2006 |
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Tags: SimpleTicket , simpleticket , opensource , troubleticket , alexmuse , alexleverington | Bookmark on del.icio.us | Digg It
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