The access to the front-end functionality of RSTickets!Pro is done via the following menu items:
Knowledgebase Article
Creating a Knowledgebase Article menu item will allow you to display a certain article from your knowledgebase. Besides the usual, standard, Joomla! menu items paramters a simple select box has been added to easily point out the article to be displayed.
Knowledgebase Layout |
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This menu item type will create a listing of all your configured RSTickets!Pro knowledgebase categories and articles. The following parameters are available:
- Description: hide/show - will display the category description
- Show Filter: hide/show - will display a search filter
- Show Table Headings: hide/show - this will display the table headers of the article listing
- Show Pagination: hide/show - will display pagination
- Show Pagination Limit: hide/show - will display how many items you wish to display per page
Tickets Layout
Adding a Tickets Layout will display a list of tickets:
Advanced:- Show Filter: Show all tickets available to the user / Show only unassigned tickets / Show tickets submitted by the logged in user / Show tickets assigned to current logged in user / Show both (assigned and submitted).
- Priority: filter tickets based on the selected priorities.
- Status: filter tickets based on the selected statuses.
- Table Headings: show/hide.
- Order: default / last reply / subject / status / priority / replies.
- Direction: ascending / descending.
- Date: show/hide
- Last Reply: show/hide
- Code: show/hide
- Replies: show/hide
- Customer: show/hide
- Priority: show/hide
- Status: show/hide
- Assigned To: show/hide
Search Layout
The Search Layout will allow you to search through already submitted tickets. It is to be noted that if you are logged in as a customer it will search on tickets that belong to the logged in user. If the user is a staff member it will search through tickets that are accessible (is assigned as staff for a department). In both instances, the search will be performed on the ticket subject and message fields. Furthermore, you can perform the search only on flagged tickets.
RSTickets!Pro offers a advance search option. Here you can filter out the result based on the following criterias: customer (username or email address), staff member (username or email address), department, priority and status. The search results can be filtered by: last reply, subject, status, priority and replies, ascending or descending.
Predefined Searches Layout
As the name implies, one can use save a often use search - like open tickets for example. Using this menu item will allow you to manage these searches: edit/delete and make a search item default. It is to be noted that the predefined search layout addresses the needs of staff members.
Change Signature Layout
This menu item also address RSTickets!Pro staff members. Here one can add/edit the signature. The signature can be automatically added (using a checkbox) at the end of ticket reply.
Submit Layout
The Submit Layout will allow one to post new tickets. It is basically the ticket submission form.
As a parameter, this menu item has a Department option. Setting this will open up the ticket submission form with the configured department selected by defatult.
Dashboard Default Layout
The Dashboard Layout introduces a single frontend point for RSTickets!Pro actions. Accessing the dashboard view, user will be able to: search the knowledged base, submit new tickets, view existing tickets, search for tickets, browse through the knowledgebase or directly view the current tickets of the logged in user. This greatly reduces the number of required function specific RSTickets!Pro menu items, by having a single focal point.
