We currently run vTiger 5.3.0. But now that 5.4.x is out, we are open to trying it out. One more reason to go to 5.4.x is to make PHP version same for vTiger and Moodle. Moodle is WAMP app for learning management systems. Currently moodle does not accept the php version of vTiger 5.3.0
We have following Classes of users:
Admin (3 currently) - do everything ¿ leads, tickets, reports, etc
Sales (4 currently) ¿ have full access to leads, can create tickets
Support (3 currently) - are automatically assigned tickets, optionally can create tickets themselves. no access to leads, or other sections of vTiger
normal users (all users) - can create tickets, no access to leads, or other sections of vTiger
All users are created in the system already. Profiles are created, but may need some minor changes.
Ticket system work:
Ticket is used only for internal technical support for computers, mouse, routers, internet, etc. No access to ticket system is given to our clients (external users)
Once ticket is created, all Support profile and Admin profile should get a notification of ticket creation. Add custom field to ticket called "minutes". In this "minutes" custom field the Support profile people will mention the # of minutes spent on each ticket. Only numbers can be entered into this field. No decimals, special characters or alphabets can be mentioned in this field.
Add 1 more custom field in each ticket called "Prior to this, # of times this problem was reported via ticket system". In this field, the users will mention if this problem has been reported several times earlier. Default value of this field is 1. If the problem has been reported the second time, the value will be changed by ticket creator to 2 at the time of ticket creation. Only numbers can be entered into this field. No decimals, special characters or alphabets can be mentioned in this field.
Need a daily Report of each user in Support profile giving all tickets fixed today and # of minutes total spent for the day. This needs to be emailed to all admin profiles. This is to ensure the productivity and # of hours each support profile person is putting into work each day.
In addition to default ticket status in vTiger, we have created 2 more new status:
Verified by support : once a ticket is closed by one of the support user, an email is sent to all support users. Another support user will verify if the ticket has been fixed correctly and will mark the ticket as "Verified by support". If the ticket is not fixed, the status of this ticket will be changed to "open" by this verifier along with his notes. In this case, again an email will be sent to all support users and admins (just like a new ticket creation email is sent).
Verified by creator - Once ticket is marked as "Verified by support" an email is sent to the creator of the ticket. The ticket creator then verifies if the problem has been resolved and changes the status of ticket to "Verified by creator". If the ticket is not appropriately fixed, the ticket creator will change the status of ticket to "open". In this case, again an email will be sent to all support users and admins (just like a new ticket creation email is sent).
Support should be able to create new "normal users" inside the system, but no other profiles of users can be created by support. If this cannot be done easily, then we can create another admin user for creating users in the vTiger system. However this particular special purpose admin user should only be able to create users of "normal" profile. No users of support, sales, or admin profiles can be created by this special purpose admin user, and this special purpose admin user will also not have access to leads.
A report of all open tickets with time for how long the ticket has remained opened (for each ticket, current time at report generation time minus time at which ticket was created = represented in hours and days) at 1pm Server local time to be sent to all admins and support prof