Dev Update: Escalation Paths, Follow-Up & Reports Module

[Varun Shoor]

Please use the following thread to discuss this announcement: http://forums.kayako.com/showthread....9460#post39460

Hi,
If you noticed the changelog we have started cranking out couple of updates for v3.1 build. Many people here might not know what is coming in v3.1, I have listed the major features below:

1) Follow-Up: This feature will allow you to schedule an action like replying to a ticket, forwarding a ticket, changing of any properties, adding of billing entries etc at any date or time in future. The action set will automatically be carried out at the specified timeline. So when telling a customer that you will get back to him within a week, you can set a Follow-Up entry to auto open the ticket after one week and set the priority to Critical. We already have the base code for this in CVS, The UI part will most probably be finished next week and pushed into the CVS.

2) Escalation Paths: We have just pushed out a new feature called Escalation Paths in the CVS build. What are Escalation Paths you might ask? Let me explain it with an example below:

The Problem: You have a nice little SLA Plan and Escalation Workflow in place. Tickets have their due times set according to priority and escalations happen when needed. However, you cannot lookup the exact trail a ticket followed when being escalated unless you snooped up the Audit Logs closely resulting in lack of accountability.

The Resolution:



Escalation Paths which are now available in v3.00.98 UNSTABLE/CVS solve this problem by showing the past history of a ticket in an easily readable tree based format. The above screenshot should give you a clear idea on how it is supposed to work.

3) Reports Module: Reports module will allow you to create List, Group, Matrix reports and schedule their execution at a specified interval. Additionally, it also includes ability to export into various formats like HTML, XML, CSV, PDF. The module supports import/export of reports which will help clients share the reports they create quite easily.

We expect to have a beta module up for this quite soon.

Regards,

Varun Shoor