[H-GEN] Challange for you

Harry Phillips hphillips at 4ward.com.au
Fri Oct 18 21:06:39 EDT 2002


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Have you seen Request Tracker? -> http://www.bestpractical.com/rt/
Have you heard of Twiggi? -> http://www.neddix.de/twiggi-gw

They are ok by themselves but I would like to extend RT and integrate it
into Twiggi to make a third app.

RT doesn't allow you to record many details about the client, about the
only thing it does is the e-mail address. That's fine if you are an
internal helpdesk but not for my situation. I also want Name, Address,
Phone number, Company, Time of appointment and where the lead came from.

My vision for the use of this app goes something like this.

1. Client calls.
2. Details are looked up and/or entered. Name address phone no etc
3. Job is placed into a techs queue.
4. Tech is scheduled to attend to the job.
5. Tech logs into check his schedule.
6. Each job is listed at the various times, also listed are staff
meetings, dentist appointments etc
7. To get more details all he has to do is click on the link to that job.
8. Tech attends job.
9. While on the job the tech fills out a worksheet of the steps taken
etc.
10. Tech fills out the appropriate details of job. All that they are
required to enter into the database is time started, time finished and
hardware used.
11. Tech then marks the job 'Completed' or schedules another appointment.
12. When the job is marked 'Completed' it automatically gets moved to the
'Accounts' queue.
13. The invoice gets created using the details of the job and the job
sheet the tech has filled out.
14. The invoice number gets added to the job details.
15. The job is 'Closed'.

IMHO I think it maybe easier to do it from scratch using RT and Twiggi as
templates on how to do certain tasks etc.

Anyone interested? You get all the credit, I just want something that
fits my needs.

Regards
Harry


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