evolvewh

I need to come back to this and document the code for anyone wanting to use this but I was able to modify the client area a bit for support tickets in v4.0

 
Version used: 4.0
Backup all Support Manager files and database first!!!
The following allows you to:
1) Add the status 'On Hold'
2) Add the different statuses in 'tabs' like you see above
3) Modify the status (mainly to change 'open' to Awaiting Staff or Client Reply')
What I did not do: I did not edit the 'tabs' on the client view page from the admin side; it's only edited under Support -->> Tickets on the admin and client side.
plugins/support_manager/views/default/admin_tickets.pdt
Line 8, add:
['name'=>$this->_('AdminTickets.index.category_on_hold', true) . ' <span>(' . $this->Html->_($status_count['on_hold'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'on_hold' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/admin_tickets/index/on_hold/', 'class'=>'ajax']],  
plugins/support_manager/language/en_us/admin_tickets.php
Line 28, add:
$lang['AdminTickets.index.category_on_hold'] = 'On Hold';  
plugins/support_manager/controllers/admin_tickets.php
Line 102, add:
'on_hold' => $this->SupportManagerTickets->getStatusCount('on_hold', $this->staff_id), Line 179, add:
'on_hold' => $this->SupportManagerTickets->getStatusCount('on_hold', $this->staff_id, $client->id),  
plugins/support_manager/views/default/client_tickets.pdt
Line 15 - 19 become:
          
 ['name'=>$this->_('ClientTickets.index.category_open', true) . ' <span>(' . $this->Html->_($status_count['open'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'open' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/client_tickets/index/open/', 'class'=>'ajax']],             ['name'=>$this->_('ClientTickets.index.category_awaiting_reply', true) . ' <span>(' . $this->Html->_($status_count['awaiting_reply'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'awaiting_reply' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/client_tickets/index/awaiting_reply/', 'class'=>'ajax']],             ['name'=>$this->_('ClientTickets.index.category_in_progress', true) . ' <span>(' . $this->Html->_($status_count['in_progress'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'in_progress' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/client_tickets/index/in_progress/', 'class'=>'ajax']],             ['name'=>$this->_('ClientTickets.index.category_on_hold', true) . ' <span>(' . $this->Html->_($status_count['on_hold'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'on_hold' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/client_tickets/index/on_hold/', 'class'=>'ajax']],             ['name'=>$this->_('ClientTickets.index.category_closed', true) . ' <span>(' . $this->Html->_($status_count['closed'], true) . ')</span>', 'current'=>($this->Html->ifSet($status) == 'closed' ? true : false), 'attributes'=>['href'=>$this->base_uri . 'plugin/support_manager/client_tickets/index/closed/', 'class'=>'ajax']]  
plugins/support_manager/language/en_us/client_tickets.php
Lines 19-22:
$lang['ClientTickets.index.category_open'] = 'Awaiting Company Reply'; // Modify this any way you want to display to your clients in their account area $lang['ClientTickets.index.category_awaiting_reply'] = 'Awaiting Client Reply'; // Modify this any way you want to display to your clients in their account area $lang['ClientTickets.index.category_in_progress'] = 'In Progress'; $lang['ClientTickets.index.category_on_hold'] = 'On Hold';  
plugins/support_manager/controllers/client_tickets.php
Line 81 - 85 become:
'open' => $this->SupportManagerTickets->getStatusCount('open', null, $this->client_id),             'awaiting_reply' => $this->SupportManagerTickets->getStatusCount('awaiting_reply', null, $this->client_id),             'in_progress' => $this->SupportManagerTickets->getStatusCount('in_progress', null, $this->client_id),             'on_hold' => $this->SupportManagerTickets->getStatusCount('on_hold', null, $this->client_id),             'closed' => $this->SupportManagerTickets->getStatusCount('closed', null, $this->client_id) plugins/support_manager/models/support_manager_tickets.php
Line 301, add:
where('support_tickets.status', '!=', 'on_hold')-> Line 1192, add:
'on_hold' => $this->_('SupportManagerTickets.status.on_hold'), Through phpMyAdmin, update the database to add 'on_hold'
Table: support_tickets
Go to structure and add 'on_hold' to the status column

Done and tagged as version 1.3 on Github, and will be included in 4.0 final.

The System Overview widget should probably be updated to include Contact logins. Contact Login feature was added after this widget was created, so it may have been an oversight. https://requests.blesta.com

It's a nice day for the release

Is this an April fools joke??? Just kidding!

Blesta version 4.0.0-b6 (BETA 6) is now available. You can download it from right here (Client Area Login Required).
If you haven't seen the blog post announcement for 4.0.0 BETA 1, you can read it here.
This is a BETA release. Beta releases are not considered stable enough for production use, and are UNSUPPORTED. DO NOT INSTALL IN A PRODUCTION ENVIRONMENT.
Please report any bugs you find in the v4 beta bug forum.
Installing Blesta

See Installing Blesta in the User Manual for instructions.

Upgrading Blesta

See Upgrading Blesta in the User Manual for instructions.

Release Notes

See Blesta Core - Version 4.0.0-b1-b6. SEE BETA 6 ONLY

For older releases see all Change Logs.
What to Test!
1. TEST EVERYTHING. Test email as well, both PHP and SMTP delivery as Swiftmailer was updated in this release.
Known issues
1. None

A little sneak peek of the next version.  


The next version will come in two flavors, One free with all the same features of cPanel Extended 5.1 (but without the security risks) and another paid version with extra features and premium support.  

In the main post you can find the zip attached of the latest version, We made the repository private, until we release the new version.

It's my fault for not reading the docs but I will make a feature request to cancel any open invoice associated with the service being removed. Once the service is gone, I think the client should have to re order it and start over if that's what they choose to do.
Feature request has been made here

You're welcome. My suggestion for a bounce not being sent is to set up an auto responder for that mailbox on your mail server that sends an automated reply like "Please visit http://.... to open a ticket. If you're trying to respond to an existing ticket, use the link provided in the email for the ticket."

The "Ticket Updated" email template contains a tag: https://{update_ticket_url} that I am pretty sure has the full URL to the ticket.

For the department, select None for Email Handling. The email template "Ticket Bounce" is sent when a ticket cannot be opened, but this assumes the response would be processed by Blesta at all. So, I'd probably suggest a no-reply@ address, and make that clear in your email templates that tickets must be updated via the UI.

in v4 you can't either change the module from the package page .
 

just to make note switching modules in v4 is not possible anymore from admin dashboard .
 

cPanel Extended still in development, But we are working in a new version from scratch, specially designed for Blesta 4.

Wow, that's really great. Yes, similar to that.  

Based on Paul's reply above, CORE-1589 isn't coming anytime soon. The task has been created but that appears to be it for now.

At a minimum there would need to be some confirmation. I like the idea of a self-deleting trash bin. You can recover a mistake, but then not much effort beyond that. It's a little bit simpler than what was originally in the task. Feel free to nudge us on this again a little later. 

With the addition of the new 'System' and 'Company' tabs, it would be a nice improvement if the active tab was shown in a subtle highlighted color. Just a thought but I think it makes it easier for users to know where they are in the system.

Based on Paul's reply above, CORE-1589 isn't coming anytime soon. The task has been created but that appears to be it for now.

I have updated CORE-1589 to simplify it a bit, please take a look and let me know what you think. The idea is that tickets can be deleted, and are processed after a period of time so that if it's accidental it can be recovered before it's gone.

I know it's about priority and time. Personally, I want to see the domains before ticket deleting but I don't want to undermine the importance of CORE-1589 either. Mainly wanted to keep this task in the spotlight as well.

IMHO, I believe that tickets fall under a different category than invoices or transactions, which cannot be deleted. We have multiple departments set up that anyone can email in to, and many of them are spammed constantly. Generally we just close the ticket, but an option to purge the ticket would be nice. We have no plans on deleting client or prospective client tickets, but if we want to review our support tickets, we have to sort through the spam to see tickets that really mean something.
As a temporary workaround, we could create a 'Trash' department that no one is assigned to, and transfer all the junk tickets there, but an actual delete option would be really nice.

With the addition of the new 'System' and 'Company' tabs, it would be a nice improvement if the active tab was shown in a subtle highlighted color. Just a thought but I think it makes it easier for users to know where they are in the system.

Yeah, I think that's what it comes down to and there are several areas we need to make similar changes to.