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ivaldi / brimir

Email helpdesk built using Ruby on Rails and Zurb Foundation
http://getbrimir.com
GNU Affero General Public License v3.0
1.38k stars 299 forks source link

feature: split off tickets #373

Closed fiedl closed 6 years ago

fiedl commented 7 years ago

Our clients often reply to an existing ticket, but really want to discuss a separate issue. Therefore, this pull request provides a ui to split off tickets for two common use cases:

Case 1: Client replies to an existing ticket after a while to raise another issue

In this use case, the client's issue has been resolved and the ticket has been closed. But after a while, the client replies to the ticket and reports a completely separate problem.

bildschirmfoto 2017-06-13 um 00 25 00

Click on "Split off ticket" in order to copy the reply into a new ticket and destroy the reply to the old ticket.

bildschirmfoto 2017-06-13 um 00 25 32

After that, consider renaming the new ticket.

Case 2: Client replies, but raises another issue in the same reply

In this use case, the client's issue might or might not be resolved, yet. But in a reply, the client comes up with another issue, which is unrelated.

bildschirmfoto 2017-06-13 um 00 27 58

Select the part of the reply, which is unrelated to the current ticket and really should be a new ticket. After selecting the new issue, click "Split off ticket". This copies the selected text into a new ticket. The reply to the old ticket is not destroyed, because it contains information relevant to the old ticket.

bildschirmfoto 2017-06-13 um 00 44 48

After that, consider renaming the new ticket.

coveralls commented 7 years ago

Coverage Status

Coverage decreased (-0.2%) to 92.44% when pulling 44c74722ca314f9b324c89ef7fa1a1c56332c4c3 on fiedl:sf/split-off-tickets into eb17775b319798fab04031d661933824f57e4e5d on ivaldi:master.

coveralls commented 7 years ago

Coverage Status

Coverage decreased (-0.2%) to 92.44% when pulling 72c54c2a854ffb628d9b2aae1b617a092403748d on fiedl:sf/split-off-tickets into eb17775b319798fab04031d661933824f57e4e5d on ivaldi:master.

fiedl commented 7 years ago

I've added your changes and a couple of minor refinements.

I'll report here back in a couple of days when we have tested this in production.

coveralls commented 7 years ago

Coverage Status

Coverage decreased (-0.2%) to 92.44% when pulling cea9b8735cd25fe543e3eeb0fbdce3ff5299475d on fiedl:sf/split-off-tickets into eb17775b319798fab04031d661933824f57e4e5d on ivaldi:master.

frenkel commented 7 years ago

Great, thanks! I'm looking forward to your experiences.

coveralls commented 7 years ago

Coverage Status

Coverage decreased (-0.09%) to 92.515% when pulling 5315ee778c7e296dfd8fd6e1dd89b58839fef369 on fiedl:sf/split-off-tickets into eb17775b319798fab04031d661933824f57e4e5d on ivaldi:master.

svoop commented 6 years ago

@fiedl Cool feature, too bad it has stalled somehow.

fiedl commented 6 years ago

I'm sorry, @svoop, for letting this pull request go stale.

As far as I can say, this feature works well. We have it in production since 2017. But, in contrast to our expectations, our agents have only needed this feature a couple of times. This is why we weren't able to test it very well.

If you are nevertheless interested in merging this feature, @frenkel, we could work on getting the checks green. What would you need from me?