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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member  Posts: 466 Join Date: Dec 2005 Location: Sitting |  Bug: Link Status With Department -
16-11-2006, 11:26 PM
Imagine that - ANOTHER BUG! I added a new ticket status, want it only to be used with a specific department. Well, it's available to all departments regardless of the "link with department setting." Does anyone do TESTING at Kayako? Seriously! |
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(#2)
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| Member Posts: 37 Join Date: Aug 2005 |
17-11-2006, 01:48 AM
works for us - 3.04.10 stable. Have a couple of unique status items under a couple of different departments. |
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(#3)
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| Member Posts: 466 Join Date: Dec 2005 Location: Sitting |
17-11-2006, 02:17 AM
Quote:
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(#4)
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| Member Posts: 345 Join Date: Mar 2006 Location: Manipal |
17-11-2006, 05:30 AM
NC, can you check with the latest CVS, please? We do test Kayako as much as we can (yes, I use it right on my live desk). But we test on the latest versions only due to fixes being applied, etc. |
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(#5)
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| Member Posts: 182 Join Date: Jul 2006 |
17-11-2006, 02:58 PM
Hi, Quote:
Thanks. Regards | |
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(#6)
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| Member Posts: 466 Join Date: Dec 2005 Location: Sitting |
17-11-2006, 11:26 PM
I updated to the latest Build 21 CVS and the issue is the same. I may have the purpose of this confused, then again, you may not have the functionality correct. I added a status named "Processing" that I only want used for one specific department. So for this example, I have a department named BILLING and I have a department SUPPORT. I want the "Processing" status only to be used for the billing department. When I am in the Support ticket list, I can click the Status drop down and I see Processing in the list. It should NOT be in the list for a department that the status is NOT linked. However, in the left side treeview of departments, I see that only the "BILLING" department has the "Processing" node to view. All other departments have it hidden. The problem you get into, although I haven't tried assigning a linked status to a non-linked department, is that the drop down is letting my staff choose a status that I believe is only supposed to be used with the linked department. Otherwise, the problem we're going to get into is the "Processing" status is going to get assigned to a SUPPORT department ticket and we'll never find the ticket again. I have it set NOT to show in the Main Ticket Listing, and the fact that it's not in the folder view on the left, the ticket will be forever lost! I have to run a few tests now that I updated to build 21 CVS. In doing so, I'll try to assign "Processing" to a department in which it is NOT linked and see if it allows me to. If allowed, WAY BAD. It's already WAY BAD that it's in the drop down list for a department in which it is NOT linked. Comprendez? |
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(#7)
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| Member Posts: 345 Join Date: Mar 2006 Location: Manipal |
18-11-2006, 08:18 AM
Neal, my apologies. You are right. It's allowing a ticket to be assigned to a department with the status restricted to another department. I will talk to Mahesh about it. Thanks for pointing out the issue. |
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(#8)
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| Member Posts: 182 Join Date: Jul 2006 |
18-11-2006, 08:51 AM
Neal, I just tested it and confirmed the issue and we will resolve it as soon as possible. I note it down on my development TO DO list. Regards, |
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(#9)
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| Member Posts: 37 Join Date: Aug 2005 |
18-11-2006, 03:40 PM
oh THAT error. I thought you meant it didn't show up for the department itself. Yeah Kayako has known about this error for ages. http://bugs.kayako.net/?do=details&id=542 "3. When managing tickets within a specific dept, you can select a status which is only viewable within another dept which that staff member may not have access to. This leads to easily 'losing' tickets inside each dept. I feel that if the status is assigned to a specific dept, you shouldn't be able to select that status outside of the said dept." Reported in August 2005... more than one year old... So how long is your "TO DO" list Mahesh? More than 1 year before it even gets noticed? When can we expect a fix - 2007 maybe 2008? Obviously they don't consider this to be a major bug - after all the worst that can happen is you permanently lose a ticket if you select the wrong department. Why would that possibly need fixing?? Get your act together and work through your bug list. |
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(#10)
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| Chief Executive Officer  Posts: 2,651 Join Date: May 2003 |
18-11-2006, 07:40 PM
Quote:
There is one major update coming which resolves this, We will be pushing it out to our testers first and then publish it to CVS. Regards, Varun Shoor -------------------------------------------------------------------
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(#11)
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| Member Posts: 466 Join Date: Dec 2005 Location: Sitting |
19-11-2006, 03:39 AM
Thanks Varun. Your participation in this forum is invaluable! |
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(#12)
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| Member Posts: 42 Join Date: Aug 2006 |
21-12-2006, 08:43 PM
Any news on when this fix will be available, I have suffered the loss of ticket syndrome and altough you can search and retrieve them its a case of remembering the details to search for... Unfortunatly its easily done, I occassionally go through tickets and re-assign them and because the status is there it is easy to click without first changing departments... The main problem is when somebody new starts !!! tickets get lost, customers complain... |
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(#13)
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| Operations Manager  Posts: 5,664 Join Date: Jan 2006 Location: United Kingdom |
31-01-2008, 10:58 PM
Please see this thread: Lost tickets (auto-populate of staff, status and department menus based on selection) -------------------------------------------------------------------
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| bug, department, link, status |
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