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 Need help for a support system

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N! Xau
Posted: 12/30/2002, 5:45 AM

Hello,
I used CC to develop an helpdesk system . At the moment, every question
(from the users) and answer (from the helpdesk administrators) about a
certain problem are recorded in the same column of a table.
Once a user wants to re-open a support request he sees the entire
"responses" field as a textarea and he teorically could modify the history
of that help request, resulting in a loss of data.
On the other hand, in CC support system, I see answers and questions appear
in different FORMS.
I wonder how is possible to do that.
I looked to the CC support system code, and I suppose the trick is in
usrCaseResponses page, or admCasesMaintRespRecord, but I don't understand
how it works.
Can anyone help me with any hints?

Thanks

DaveS
Posted: 02/01/2003, 3:24 PM

I wrote a HelpDesk system once (not in CC though) and it all comes down to
your DB design. Each time someone, whether it's a tech or a user adds
something to the system, for a specific trouble ticket (help desk incident,
etc), needs to go into its own row in the database for that incident. So
you should have a single row in a table that is for each incident, this
table could have the user's information, etc, plus the status of the
incident..Pending..Open..Closed..etc. Then a second table which is related
to the first, but set up to contain comments made by either techs/help desk
people or users. This would be a one to many relationship.

-Dave
"N! Xau" <someone@somewhere.intheworld> wrote in message
news:aupil2$7pn$1@news.codecharge.com...
> Hello,
> I used CC to develop an helpdesk system . At the moment, every question
> (from the users) and answer (from the helpdesk administrators) about a
> certain problem are recorded in the same column of a table.
> Once a user wants to re-open a support request he sees the entire
> "responses" field as a textarea and he teorically could modify the history
> of that help request, resulting in a loss of data.
> On the other hand, in CC support system, I see answers and questions
appear
> in different FORMS.
> I wonder how is possible to do that.
> I looked to the CC support system code, and I suppose the trick is in
> usrCaseResponses page, or admCasesMaintRespRecord, but I don't understand
> how it works.
> Can anyone help me with any hints?
>
> Thanks
>
>


   


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