TargetProcess Day by Day | Agile Development On Real Project: New Help Desk Portal. Issues.

11 February, 2009 / New Help Desk Portal. Issues.

7 comments

Let's finalize new Help Desk Portal concept. We are starting development next week, so you have a little time to provide valuable feedback :)

Issues List

Contains all issues with filtering option. State of the each issue is highly visible. It shows whether bug created from the issue and when it will be fixed. Also if someone knows solution, he may attach solution to the issue right away.

Post Issue

When someone post an issue, Help Desk Portal checks on the fly whether similar issues already exist and display the list on the right. Moreover, it displays possible solutions (nothing special, just keyword search with results ranking). It will help to avoid issues duplication and in some cases will save people time.

Labels: design, developing, help desk, helpdesk, UI, usability

7 Comments:

At February 11, 2009 11:13 PM, Anonymous said...: This post has been removed by a blog administrator.
At February 12, 2009 1:18 AM, Rick Cogley said...: You mentioned that requests can be marked as private, but solutions that are searchable via this portal might be better as well, if they are markable as private to that company or project.

Regards,
Rick
At February 12, 2009 2:53 AM, Michael Dubakov said...: @Rick

Private means that the issue will be visible to requesters only. Company privacy is already there. It is required to run HD Portal in Company Scope mode to hide Company A requests from Company B
At March 03, 2009 7:30 PM, Anonymous said...: Hi, I am currently a customer of one of your customers, and I find the web interface to report issues very restrictive. This new version seems to answer most my issues which is great - when will this version be available as an upgrade to your customers?
At March 03, 2009 7:35 PM, Michael Dubakov said...: Currently we are working on Installer improvements and then switch to new HD portal. You may expect new release in 3 months.
At March 06, 2009 11:16 AM, Ben Dowzell said...: Is there a beta program available allowing us to get it earlier? (and promise to give useful feedback)
At March 09, 2009 1:12 PM, Geir-Tore Lindsve said...: Does Target Process (either 2.x or 3.0) support hiding comments from a given group of users? This is a feature I really like in JIRA where I as a developer can post a comment to an issue with internal information which is only visible to internal users (hidden from all customers).