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Free Sample Help Desk xPages Application

Chris Connor  11 February 2010 08:31:29 AM
At the start of the year I asked a question around the need in the community for free xPages office applications. Thinking of releasing a sample help desk application I have been working as a demo system for some customers that could be used as a simple ticket tracking system.

The system would allow

1. Tickets to be raised, categorised and email routed to appropriate members of staff.
2. Tickets to be tracked according to status
3. Updates / Discussions to be captured during the ticket resolution process.
4. Tickets to be closed and time taken to close and cost captured.
5. Tracking of support Budgets

Depending on feedback etc this would be something I would be willing to invest time into and support (if there is a requirement and need for it).

This system currently uses common xPages / Domino features for forms, workflow, views, security, partial refreshes as well as implementing a basic search function, using jQuery for providing sortable tables (that work in searches - ie Perform a search then sort the results client side) - so it would be a useful working example of how a basic xPages application can be built.

What are your thoughts around this? Is there a requirement for this sort of thing? If so what would be the best approach regarding releasing this?

All your thoughts and feedback would be very much appreciated.
Comments

1Steve Castledine  2/11/2010 9:13:38 AM  Free Sample Help Desk xPages Application

"best approach regarding releasing this" - I recommend using { Link } will give you some tools to help manage and community help and exposure.

2Benoit Dubuc  2/11/2010 12:42:10 PM  Free Sample Help Desk xPages Application

I support Steve: for maximum exposure and feedback (and maybe help), release it on OpenNTF.

3Leif Lagebrand  2/11/2010 9:14:40 PM  Free Sample Help Desk xPages Application

4Leif Lagebrand  2/11/2010 9:15:53 PM  Free Sample Help Desk xPages Application

Yes woulde be nice. Many of us have built such applications but not i Xpages

5Curt Stone  2/11/2010 9:27:43 PM  Free Sample Help Desk xPages Application

Silly question. The more examples of xPages, the better. We all learn more from examples. :) Thanks

6Miguel Angel Calvo  2/11/2010 9:43:47 PM  Free Sample Help Desk xPages Application

If you build something that could be easily localized, it would have a bigger audience.

7Albert Buendia  2/12/2010 8:35:40 AM  Free Sample Help Desk xPages Application

Can't wait to have a look.

8Bernd Webster  2/13/2010 10:50:49 AM  Free Sample Help Desk xPages Application

WOW... that sounds nice. Some idea/feature request:

1.)

let the user send a email into this application (for example to support@ACME.com directly from his mobile phone) and this email is then converted into a "ticket". Inform the user that the ticket is received by the system.

2.)

Create a unique number for each ticket so that every email which is send to this application can merged to the correct ticket.

3.)

If we add something to the ticket the user will get this information (like if we set this to "open query") if we ask the user for a screen shot.

4.)

use the string properties file for the language so that the community can help you to translate the whole application into other languages. You need to ask for the translation from the English file and I´m sure the community would be happy to translate it to the native language they use :-). There is a entry in the IBM wiki for this.

9ChrisC  2/15/2010 9:04:14 PM  Free Sample Help Desk xPages Application

Guys,

Thanks for the very encouraging feedback. Treating this as a serious project. Will be posting updates in the coming days / weeks.

Much appreciated.

Any questions feel free to drop me a note or post here.

Thanks

Chris