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Support Request Template? (Read 1,574 times)
 Aug 4th, 2012 at 4:30pm
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depablo 
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Support Request Template?
Does YaBB have one? Do we need one?

Forum Version?
Server (windows / linux)?
Mods Installed?
etc etc

Just a thought  Smiley
 
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 Reply #1 - Aug 4th, 2012 at 4:57pm
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JonB 
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Re: Support Request Template?
Thats beyond a 'good idea'  that's an 'excellent' idea

Maybe we need to:

Either - Add to Extended Profiles (simplest)

or

Have another record type -

This would be a major improvement, but it probably should be thought through as something to add to YaBB as a module.  I can think of dozens of 'issues', both with data structures and functionality. (Having run a support operation and used several ticketing systems)  

Its been on my mind for at least two years.  We have the same issues on XAMPP with phpBB...  BTW, I brought the YaBB practice of 'Version' (and OS version) over there. There's a structure like Yabb's extended profiles in phpBB.  Its just as hard to get that info from any group of users.  Complicated by the fact that developers, consultants and webmasters may be on more than one platform AND be running more than one version of the software.  Over there, we don't have to worry about Apache vs. IIS. vs ngnx.  Its all Apache all the time - but you do have to also know PHP and MySQL  Grin

thats a "Great suggestion", and one worth having a good conversation on. Thanks for starting the topic.

now I will leave it to very one to go 'hhhmmmmmmm' -  Wink

 
I find your lack of faith disturbing.
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 Reply #2 - Aug 4th, 2012 at 6:51pm
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xnoddyx 
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Re: Support Request Template?
Quote:
depablo wrote on Aug 4th, 2012 at 4:30pm:
Does YaBB have one? Do we need one?

Forum Version?
Server (windows / linux)?
Mods Installed?
etc etc

Just a thought  Smiley


JonB wrote on Aug 4th, 2012 at 4:57pm:
Complicated by the fact that developers, consultants and webmasters may be on more than one platform AND be running more than one version of the software.  Over there, we don't have to worry about Apache vs. IIS. vs ngnx.  Its all Apache all the time - but you do have to also know PHP and MySQL  


on some forums i have used "Carsten TopicDetails 4 YaBB25" for this with some edits so there are more than 4 input fields
« Last Edit: Aug 4th, 2012 at 6:54pm by xnoddyx »  
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1. what yabb forum are you running and the url
2. describe in as much detail as you can what happens and also post screenshots if you can
3. please be patient we live in different time zones and have other commitments but we will help you
as bill and ted say (Be excellent to each other)
WWW xnoddyx xnoddyx1  
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 Reply #3 - Aug 4th, 2012 at 7:06pm
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depablo 
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Re: Support Request Template?
phpBB template is a bit advanced but asks all the relevant questions.

Maybe start with something simple, with similar question types?

Link
« Last Edit: Aug 4th, 2012 at 7:07pm by depablo »  
Taking a peek behind the mask Wink
 
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 Reply #4 - Aug 4th, 2012 at 11:31pm
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JonB 
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Re: Support Request Template?
OK - thanks much for the link.

I have a phpBB3 test forum on one of my VM's or Linux servers. I haven't done much with it since the 'lets do what YaBB does' episode with Extended Profiles.  I know it has a lot of administrative tools (I still figuring out all the stuff in the Moderator Control Panel). I am not truly expert with it, other than 'as installed & configured' at Apache Friends.  One of the reinforcements to me is that YaBB's interface is so elegant by comparison.

I'm going to test that phpBB tool and see how it works (LOL). I see now the basic idea....  

Slightly off-topic -
My long-term idea is to have truly virtualized servers (containers), that team members can crank up at will to test on.  That way we could maintain multiple 'streams' of software configurations. (that's also why we need pocket change  Wink )

That was why I asked earlier what other Forum/BB software folks knew.  Ditto CMS's - then we could test integration.

Wink
« Last Edit: Aug 4th, 2012 at 11:48pm by JonB »  
I find your lack of faith disturbing.
jonbservergeek  
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 Reply #5 - Oct 4th, 2012 at 4:10pm
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JonB 
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Re: Support Request Template?
I'm against jury-rigging software, particularly on the 'home-site'/demonstration package for your "Brand".  Smiley

HOWEVER - It occurs to me we might be able to avoid that.

I had to re-look at the phpBB site and they have that in a 'sticky'. Not so elegant, but useful.

We might be able to do the same here - build a form that is a free-standing app to 'stuff' the first post. No other integration at all. "Support Ticket Wizard"  Shocked  Then we use a Tab to one-step it...  Cheesy

https://www.phpbb.com/community/viewtopic.php?f=46&t=543515

What does everyone think on that?

Cool

Edited:
Rut-roh!  JonB is semi-guilty of intellectual convergent thinking. phpBB has an Area 51!   Grin
 
I find your lack of faith disturbing.
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