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Rank: Newbie
Groups: Member
Joined: 11/3/2009
Posts: 9
Points: 27
Location: Staten Island, NY, USA
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We are considering upgrading to Corporate version so users can submit their own tickets and also tickets can be created faster.
Our case logger constantly complains about how long it takes to create tickets (calls) - and it is a bit of a chore. A pen and paper is still being used because it takes too long.
My idea to fasten the process is to create a custom form with minimal fields that you can fill out without using mouse (just tab-and-fill through it) it would have Fist Name, Last Name, Issue and Phone# - thats it. User clicks submit and a ticket gets created in VersaSrs, QuickSubmit que.
My question is wether VersaSRS's form and email-ticket-creator in corporate versasrs edition can do something like that.
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Rank: Advanced Member
Groups: Member
Joined: 11/20/2008
Posts: 43
Points: 32
Location: Australia
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Hi,
For internal users creating tickets it will not matter which version of versaSRS is installed as all versions use the same method for logging tickets.
To create a simplified form that internal users can use to submit tickets is not as straight forward as it seems as there are business rules that need to be satisfied to maintain the integrity of the data. For example, recording who is physcally submitting the ticket, audit logging.. etc.
It is certainly possible to create a customised, simplified form for logging tickets and upon request VersaDev can provide a quote for developement of the form.
In regards to external clients submitting their own tickets you may want to consider upgrading to the Professional Edition of versaSRS so that you have the ability to use XML tagging to set call properties.
Cheers,
Philip
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Rank: Newbie
Groups: Member
Joined: 11/3/2009
Posts: 9
Points: 27
Location: Staten Island, NY, USA
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well I would need to create multiple forms so that each one has it's own defauts taylored to form type and user. Our tickets are fairly repetitive in style (password reset request, work order, report request, quick-file ticket etc.) We process about 70 tickets a day and regular one size fits all ticket logging is repetetive, tedious work that takes up more time then it could. As a result some of our employees are resistant to proper documenting of their tasks throughout the workday.
Call templates still have a few steps too many to them. A direct link to create template call would be helpful but as I posted in the other thread, I get an error.
Having Versasrs custom make those forms for us each time we need something done will be very constly.
Seems your software could be made much more powerful if "Forms" functionality could be expanded to make these custom call logging forms.
..what if I create forms on my own that will generate emails that have xml tags (some included by default, some from user input) to create tickets?
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Rank: Advanced Member
Groups: Member
Joined: 11/20/2008
Posts: 43
Points: 32
Location: Australia
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Hi,
Yes you can create forms which use xml call logging to create tickets in versaSRS. However you need to be aware that it cannot record the name of the person who actually logged the ticket (This is not the Primary Requestor but the user that logged the ticket) as it causes a licensing conflict. Therefore all tickets submitted via this method will be logged by 'System Adminstrator'.
In order to use XML extended call logging you will need to upgrade to either Professional or Enterprise versions of versaSRS.
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Rank: Newbie
Groups: Member
Joined: 6/5/2009
Posts: 7
Points: 21
Location: England
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Is there an api to use? SOAP - or better yet - documented MSSQL stored procs.
I was wanting to create a screaming fast ticket creator in Delphi for Win32.
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Rank: Advanced Member
Groups: Member
Joined: 11/20/2008
Posts: 43
Points: 32
Location: Australia
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Hi,
versaSRS provides a list of webservices that allows different methods of logging tickets. One in particular (LogNewCall) allows you to create a brand new ticket by passing all of the required parameters. You could use a programming language to utilise the service and pass the parameters automatically.
The below link will take you to the available webservices. Note: You must replace 'YourServerName' with your actual server name and also you must be on the server when accessing the link.
http://YourServerName/versasrswebservices/services/system_service/system.asmx
If you have any further questions let me know.
Cheers,
Philip
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