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Delete Tickets


Jonathan

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That's easy when you don't have to handle incoming spam complaints.  Can't use SA much or we'd filter out legitimate complaints reaching our abuse department.

 

Legit emails shouldn't be blocked if the IP / Email is good. If you could delete tickets you'll get mistakes and people moaning that tickets was deleted or no traces, etc. And test stuff should be in a development area.

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Legit emails shouldn't be blocked if the IP / Email is good. If you could delete tickets you'll get mistakes and people moaning that tickets was deleted or no traces, etc. And test stuff should be in a development area.

 

We use RBL/SPF blocking but SA can also filter fased on content.  I'm sure if you don't want this Blesta would implement it as a permission that could be disabled...

 

Perhaps for regular employees they could move it to a "trash bin" but not permanently delete it.  Kayako did a pretty good implentation of this we like in our main helpdesk.

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Kayako did a pretty good implentation of this we like in our main helpdesk.

 

How would you suggest we implement it? I don't think we would want to allow any staff to delete tickets, maybe a staff setting for that? If you have any suggestions based on Kayako's implementation, may be worth exploring those.

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Kayako has a Trash Bin which is where when you click "delete" a ticket goes.  From here within this folder there's an "empty trash" button.  The ability to do these two things are controll be separate permissions assignable to staff/groups.

 

This would be a pretty cool implementation for Blesta.  I've attached a couple of screenshots.

post-10725-0-14244600-1425339891_thumb.p

post-10725-0-66955100-1425339891_thumb.p

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Kayako has a Trash Bin which is where when you click "delete" a ticket goes.  From here within this folder there's an "empty trash" button.  The ability to do these two things are controll be separate permissions assignable to staff/groups.

 

This would be a pretty cool implementation for Blesta.  I've attached a couple of screenshots.

 

Ok, pretty straight forward.

 

So, what if we allow any staff assigned to the department to send a ticket to the trash bin, and then made a setting available to each staff so they can access and empty the trash bin? (This would probably apply to any/all tickets in the trash that belonged to departments  for which they had access.)

 

What does everyone think?

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Ok, pretty straight forward.

 

So, what if we allow any staff assigned to the department to send a ticket to the trash bin, and then made a setting available to each staff so they can access and empty the trash bin? (This would probably apply to any/all tickets in the trash that belonged to departments  for which they had access.)

 

What does everyone think?

 

This sounds perfect!

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