Filled New help / ticket system

Discussion in 'Archived: Plugin Requests' started by klosjaarrr, Jul 7, 2013.

  1. Offline

    klosjaarrr

    Hello everyone,

    On our server we've used ReportRTS and ModRTS quiet a while now, but both are outdated or not really giving us full control over the tickets as we want. Therefore we would like to have a new ticket system with the following commands:

    /ticket new,create <text> Create a new ticket (default: everyone)
    /ticket list [page] List all tickets (default: everyone) - if user: list only own tickets, if staff: list all open tickets and tickets claimed by this staff member
    /ticket check <id> View details about a ticket (default: everyone) - if user: can only check own tickets.
    /ticket close,done,complete <id> Complete a ticket (default: everyone) - if user: can only close own tickets.
    /ticket teleport,tp <id> Teleport to ticket location (default: op)
    /ticket comment,reply <id> <comment>Comment on a ticket (default: everyone) - if user: can only comment on own tickets.
    /ticket assign,forward <id> <name> Assign another staff member to a ticket (default: op)
    /ticket take,claim <id> Assign yourself to a ticket (default: op)
    /ticket untake,unclaim <id> Give out a ticket for other staff members (default: op)
    /ticket priority <id> <prior> Change priority of the ticket (default: op)
    /ticket reopen,open <id> Reopen a ticket (default: op)

    Options that are highly appriciated:

    • Players can create a ticket, comment on their own tickets, view a list of their tickets and close their own tickets.
    • Staff can view all tickets, change priority, teleport to the ticket location, claim tickets (or assign other staff members), comment on ticket or close tickets. They can always unclaim tickets or reopen tickets when needed.
    • Players will get a notification when their ticket is being updated in their chat and they can review their ticket using /ticket check <id>. When offline gives a notification when player joins.
    • Tickets claimed by staff are not showed to other staff members when viewing the list of tickets.
    • Ability to change messages (and prefix).
    • Staff gets notifications when a new ticket is created or when an excisting ticket is updated.
    • Default priority for tickets is 'medium', but staff can change it to 'Low' or 'HIGH'.
    The list of tickets would look like:

    -------- TICKETS ----------
    05-07-13 01:38 by User1 - My house was griefed by... Medium
    09-07-13 13:41 by User2 - Can you please please mak... High
    11-07-13 21:12 by User3 - I need a staff member to gi... Medium

    A 'conversation' would look like this, where the red messaged are showed to staff only and the blue messages are 'actions' done by staff/players:

    User1 created a ticket using /ticket create My house was griefed! Please help me!

    [Tickets] You have filed a new ticket with ID 000542, please be patient until a staff member contacts you.

    [Tickets] User1 filed a new ticket with ID 000542. There are currently 3 tickets open.

    Klosjaarrr checks the ticket with /ticket check 000542, it looks like:

    -------------------------------------
    Name: User1ID: 000542Priority: Normal
    Location: world, -506 64 242Date: 08-07-13 01:34Status: Open
    Ticket: My house was griefed! Please help me!
    -------------------------------------

    Klosjaarrr now claims the ticket with /ticket take 000542

    [Tickets] Klosjaarrr is now handling your ticket with ID 000542.

    [Tickets] klosjaarrr claimed a ticket with ID 000542.

    User1 checks the update with /ticket check 000542

    -------------------------------------
    Name: User1ID: 000542Priority: Normal
    Location: world, -506 64 242Date: 08-07-13 01:34Status: Claimed by klosjaarrr
    Ticket: My house was griefed! Please help me!
    -------------------------------------

    Klosjaarrr replies to the ticket with /ticket reply 000542 Your house was fixed.

    [Tickets] Klosjaarrr replied to your ticket with ID 000542, please review your ticket using /ticket check 000542.

    [Tickets] klosjaarrr replied to ticket with ID 000542.

    User1 checks this update too while using /ticket check 000542

    -------------------------------------
    Name: User1ID: 000542Priority: Normal
    Location: world, -506 64 242Date: 08-07-13 01:34Status: Claimed by klosjaarrr
    Ticket: My house was griefed! Please help me!
    Reply (staff): Your house was fixed.
    -------------------------------------

    User1 replies to the ticket with /ticket reply 000542 Thank you soo much!

    [Tickets] User1 replied to ticket with ID 000542. There are currently 3 tickets open.

    Klosjaarrr now checks the ticket for the update using /ticket check 000542

    -------------------------------------
    Name: User1ID: 000542Priority: Normal
    Location: world, -506 64 242Date: 08-07-13 01:34Status: Claimed by klosjaarrr
    Ticket: My house was griefed! Please help me!
    Reply (staff): Your house was fixed.
    Reply (user): Thank you soo much!
    -------------------------------------

    Klosjaarrr closes the ticket using /ticket close 000542

    [Tickets] Klosjaarrr has closed your ticket with ID 000542. You can review this ticket with /ticket check 000542 or see your other tickets with /ticket list.

    [Tickets] klosjaarrr closed ticket with ID 000542.

    User1 checks this last update with /ticket check 000542

    -------------------------------------
    Name: User1ID: 000542Priority: Normal
    Location: world, -506 64 242Date: 08-07-13 01:34Status: Closed (klosjaarrr)
    Ticket: My house was griefed! Please help me!
    Reply (staff): Your house was fixed.
    Reply (user): Thank you soo much!
    -------------------------------------

    Ideas for permissions would be something like:
    ticket.create
    ticket.list
    ticket.check
    ticket.check.self
    ticket.close
    ticket.close.self
    ticket.teleport
    ticket.teleport.self
    ticket.comment
    ticket.comment.self
    ticket.assign
    ticket.take
    ticket.untake
    ticket.priority
    ticket.priority.self
    ticket.reopen
    ticket.reopen.self

    To give you all some idea of what I need, here are some links to plugins:
    http://dev.bukkit.org/bukkit-plugins/helpticket/
    http://dev.bukkit.org/bukkit-plugins/simple-help-tickets/
    http://dev.bukkit.org/bukkit-plugins/reportrts/
    http://dev.bukkit.org/bukkit-plugins/modreq/
     
  2. Offline

    nxtguy

    Yes, I agree all the existing plugins don't really offer many great features. They all seem "half" finished in my opinion.

    I've always been meaning to write a really good Minecraft ticketing plugin, but can't right now. If you can't find a developer, I may try this in a couple of weeks or so. :)
     
  3. Offline

    Trevor1134

    -snip-

    I can't do this, sorry.
     
  4. Offline

    klosjaarrr


    I agree, and thank you :) I'll contact you if I cannot find a developer for this :)

    Just another idea, making an announcement that announce to the user to review their ticket if they didn't respond to it yet. :D

    EDIT by Moderator: merged posts, please use the edit button instead of double posting.
     
    Last edited by a moderator: Jun 3, 2016
  5. Offline

    klosjaarrr

  6. Offline

    klosjaarrr

  7. Offline

    tonkku107

    I Really Need This Kind of a Plugin.
     
  8. Offline

    timtower Moderator Moderator

  9. Offline

    klosjaarrr

    I could, the main problem is I don't like their setup at all :( But if nobody wants to give it a try I will :)
     
  10. Offline

    martian3333

    klosjaarrr
    You could also see if the dev for Take A Number will add the features that are missing.
     
  11. Offline

    klosjaarrr

    "At the current moment, unless bugs are found this plugin is done. Not much if any thing needs added or changed, unless people can find something." He said that on his page :(
     
  12. Offline

    Sgt_Tailor

    The dev of ModReq here. I will look into adding these features. I think that they will greatly improve the plugin :D

    What is it that you do not like about ModReq. Suggestions are welcome

    EDIT by Moderator: merged posts, please use the edit button instead of double posting.
     
    Last edited by a moderator: Jun 3, 2016
  13. Offline

    skore87

    I was under the impression that these plugins were out of date or broken because of this thread. As a result I'm already about a thousand lines in on making this plugin just to find out that they aren't discontinued.... I'm not very enthused about it right now.
     
  14. Offline

    klosjaarrr

    At the moment, I really miss the option for priorities (although I like your version of priorities in 2.5) and assigning other staff members, and I really miss the comment section of my idea, so players are actually able to comment on their own tickets, so we can handle tickets even when players are online. I dislike the commands (but that is not a problem, I can change them myself) and the way the tickets are presented to both users and staff is not really the way I want it to look, it just isn't really what I am searching for. However, if you think you can add the priorities, the /assign and the comment idea, I'll be glad to give it a try and see if we can slightly edit the messages output ourselves.



    I am sorry if I gave you that impression, but in my defence, I never said all plugins were outdated, I said:
    ReportRTS last update was for 1.4.2 on 16 nov. 2012 and the last update for HelpTicket was for 1.3.2 and back to 2 sep. 2012. So two of the examples I gave are indeed outdated and inactive, while 2 of them don't really fit my server setup / don't really give us the control we want. Anyway, I do understand it if you discontinue to code the plugin, although then the code you've already written is a wasted time, or you can choose to continue writing it and make us very happy :) But I do respect the choice of dropping the code, as far as you have it now, if you want to.
     
  15. Offline

    mesiapk

    Have you tried the plugin: "ModReq" I personally use it on my server and its great!
     
  16. Offline

    klosjaarrr


    Hehe, not sure if you've read the topic :D
     
  17. Offline

    mesiapk

    I see nothing about "ModReq" in there. Maybe im blind...
     
  18. Offline

    klosjaarrr

    Read the posts above you, the developer of ModReq and I were talking about implementing these features :p
     
  19. Offline

    tonkku107

    Why not to make modReq just like klosjaarrr suggested on the main post? I would like to have /ticket instead of /comment, /status...
     
  20. Offline

    Sgt_Tailor

    klosjaarrr I will be adding priorities this week :), but about the layout... I wasn't quite sure how to present the tickets when I created the plugin, so if you have a better solution that would be great. Almost anything is possible :)

    'make' is not the right word, but I was moving to subcommands anyways. They have been completed and will be in version 2.5 :D

    EDIT by Moderator: merged posts, please use the edit button instead of double posting.
     
    Last edited by a moderator: Jun 3, 2016
  21. Offline

    klosjaarrr

    Cool :) I owe you, and about the layout: A lot is configurable, but I really want it to be more compact... so instead of a new line for each new message, maybe you can use 1 line for more messages? For example 'Status' and 'Staff' can fit on 1 line. Not sure how that looks though, take a look at ReportRTS maybe? I like the way messaged are displayed there.

    For example:

    Ticket list http://prntscr.com/1f6y07
    Open ticket http://prntscr.com/1f6y23
    Closed ticket http://prntscr.com/1f6y4g

    EDIT by Moderator: merged posts, please use the edit button instead of double posting.
     
    Last edited by a moderator: Jun 3, 2016
  22. Offline

    klosjaarrr


    How is the development going?
     
  23. Offline

    MrGermanrain

    If this project needs any small amounts of helps, ill be up for it :)
     
  24. Offline

    Sgt_Tailor

    good, I have changed most of the commands and am working on the layout. Priorities are almost done. I have also been working on a web frontend. It will become more advanced but this is what it looks like right now. You can click the staff name and it will list what they have done. I will be adding lots of stuff there as well and might eventually make it public. I also made a stats page here
     
  25. Offline

    klosjaarrr


    Looks good, I'll schedule implementation of ModReq over ReportRTS then, thanks for looking at this topic! The web fronted is a good idea, especially for server owners who have a lot to do and only want to see relevant tickets (e.g.g. bugs) without logging in.
     
  26. Offline

    klosjaarrr


    When are you planning on bringing out your new version? Any idea?
     
  27. Offline

    Sgt_Tailor

    I am trying to get it done before this saturday
     
  28. Offline

    klosjaarrr


    Okay, looking forward to it :)
     
  29. Offline

    tonkku107

    So am i! I've been trying to find this kind of plugin for ages!
     
    klosjaarrr likes this.
  30. Offline

    obscurehero

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