QuickTicket manual

2.7.2. Section options

This page explains the section options. To access this page, go to the administration section and select the 'Section management' from the menu, then click the Edit link for the section you want to edit.

Definition

The section title. Simply gives a name to the section. This field is mandatory.

A section belongs to a domain. You to move the section into another domain.

Properties

The section type. The board support 3 types of section:

Hidden sections are visible only by staff members.
Public sections are visible by everybody.
Private sections are accessible to everyone, but users will only see their own tickets.

A private section is the principle used for Helpdesk where everybody can post a ticket, but a user will see only his own tickets. Note that staff members will be able to see all the tickets in a Private section.

The section status. The administrator can decide to turn a section to Frozen. This means that users will not be able to add new tickets in this section.

A public frozen section is the principle used for 'Information centre' or 'Knowledge-base centre' where everybody can see the tickets, but only the staff members will be able add and edit the knowledge-base articles.

The Section coordinator. The coordinator this is one of the staff members who has the role to coordinate the section. Technically, all the staff members have the same rights. This name is just to inform the users on who is the first-contact person in case of problem within the section.

Important

E-mail notifications can be send when a ticket status changes. But you can here disable the default e-mail notifications (defined in the Status management) by turning the 'Notification' to 'No'.

Specific fields

Within a section you can fine tune several aspects. Mainly, if additional information must be provide when creating a ticket.

Ticket reference - You can add a reference number to the tickets posted in the section. This board will increment the number on each new ticket. Using a php formatting string, you can make this number appears with your favourit format (like T-001). Let this field empty if you don't need to number the ticket.
Ticket title - Make the ticket title mandatory or optional.
Prefix icon - You can chose between several series of prefix icons.
Wished date - Make a wished data mandatory or optional.
Other notified users - Allows (or disallow) the user to add an extra person to be notified.

Display options

Logo - The application uses logos to highlight the type of section. Nevertheless you can override these logos by uploading your own section logo.
Tickets order - By default, tickets list are ordered by last post date. In a section, you can change the ordering rule.
Last column - You can decide to add a last column in the ticket list to show the ticket status, current actor or the statistics on the views (i.e. the number of hit on the ticket). The column "id" is the internal id (i.e. the database unique id, probably useless for the default users).

Tips for administrators and staff members

This last column defines what users will see in the list of tickets. The administrators and staff members have a personal menu bar allowing them to select an other column, directly, while they are looking in the sections without any impact on what users see.

Important

In this document, we explain that section can be accessible by everybody... By default 'everybody' means registered users or visitors (unregistered). Nevertheless, with the security rules, you can limit what visitors can see, as consequence that 'everybody' can in fact be the registered-users only if you decide to apply strong security rules.

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