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hUnTeR wrote:
Re: Tech Support Web Interface...
From: Shawn Hogan
Date: Tuesday, April 6, 1999
Time: 9:22:07 pm
>I might suggest increasing the information logged to the ticket as far
>as who logged it (more than just a username) although i understand this
>user WILL be in the database...but it would be nice to have it pull out
>critical user or account information and log it along with the call. And
>maybe some resolution history as well, a priority schedule (i.e.
>emergency, mid-priority, low-level, etc), maybe even a comments field
>once the call is logged, so the "operator" or "tech" can make comments
>on the call without closing it.
>
>Just some thoughts,....BUT i like the direction in which its headed.
I thought about that... allowing things to be edited/added once the call
log has already been made...
But to be honest, I don't think I'm going to allow it. At least not via
the web. Because in order to do so, you open yourself up to security
problems... You would have to give world write/edit access to the
database tables, which I don't like doing.
And before you ask... no, I don't allow write or edit access to the
database tables currently.
You can add customers (via the online signup) and log tech calls without
allowing anyone access to write to the database. :-)
It's something tricky I thought of when I was in the shower a few months
ago... And I won't bore people with *how* I do it. But it's pretty
secure since you can set the web security databases to not allow
write/edit/delete access.
- Shawn
-------------------------------
Shawn D. Hogan
President, Digital Point Solutions
http://www.digitalpoint.com
(619) 452-3696
ICQ: 8319647
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