Community HelpDesk, the need for another Ticket System

Be sure to check out casetracker, which has already accomplished a lot of what you're talking about.

I'm also working on coming up with a HelpDesk solution for Drupal.

Would the Case Tracker module be able to work in conjunction with the Privatespace module (http://drupal.org/project/privatespace) or Private module (http://drupal.org/project/private) to create a node that can be viewed only by the user who originally created the node (as well as "site administrators" who would be our helpdesk staff)?

Some type of "private" access control--so you can't read another user's support requests--would seem to be the key functionality needed for a HelpDesk application.

Thanks for any insights...

I was busy exploring drupal for my needs and I still am. But I think it may be also a better time to post now. After reading your posts and taking some more time in testing.

@fgm
My demo page is basically testing nodes and different levels of access, that's right.
As I always try to use search/google before complaining, I saw your project but being new to drupal I was wondering about the project status of the HEAD version.
I still didn't take a look at your code, but what you describe is basically what I want.
Because drupal was made for communities, I think such functionality should find its way into the drupal core sooner or later. Although it may be a long way still. Aren't you going to support any new version of your project?

@all
I really came to like the Case Tracker module very much, you can expect me posting some issues on this project (soon).
With its cck integration, generic approach and more, it's very useful.
So I startded using Case Tracker to manage the remake of my favourite free music website ;-) with drupal. This way I can manage all cases concerning the remake, further administration and authoring/editing of the site with my buddies. We use the whole CT for this one big project and all CT projects to divide it into different sections/categories.
Apart from CT, Views and Panels I use TAC lite to control different levels of privacy. Using a privacy category with different terms (admin only, all members, editors, moderators, ...) which I can choose to force on different node types and roles. TAC lite makes me able to control the selection/visibility of privacy terms by roles and also individual user rights. That's why you see no cases as guest.
My latest conclusion is that - having already a communication system for the site team - I would "only" need to code some patches (for CT) here and there to integrate a new ticket node type as a simplified case type for CT which will be easier to use for normal members without all the selections cases normally have and fewer categories/projects or even some taxonomy terms to select instead for possible integrate with on help tips etc.

If you are eager to sneak a peek at my CT and you don't care about the german language (UI is still english) tell me, I can make a test account, because the site is semi private as I described above. But there is not that much to see at this point apart from my individual CT configuration, the combination with TAC_lite and more Views e.g. a case filter and so on.

At this point I would like to improve the different views of case tracker either by coding some new features and making some custom css or what would be much better for the community by extending the views integration in CT e.g. I am not able to make a customized "my cases" view (similar to the standard view in CT) because the "assigned to" field is missing in Views and more...

That's it for now, tell me what you think or maybe you have some better ideas and thanks for the feedback this far!

schnizZzla

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