Tracker Module

Component type: Activity module

Name: Ticket/Issue Tracker

Versions: 1.9, to

Older versions: 1.9, 2.2 to 2.6

Distribution: Public and Pro versions

Availability: Stable

Repository: https://github.com/vfremaux/moodle-mod_tracker

Unit tests: https://travis-ci.org/vfremaux/moodle-mod_tracker/branches

Distributors: Activeprolearn SAS (worldwide), Edunao SAS (Moodle Partner - french speaking area)

Ce module propose un service de gestion de ticket de support complet à l'intérieur de l'environnement Moodle. Il peut être utilisé par des administrateurs de plate-forme pour collecter les problèmes rencontrés par les utilisateurs finaux, mais peut aussi servir pour traiter les problèmes de support d'autres projets.

La sémantique du module, à l'origine très liée au traitement du support technique, a été généralisée au sens de “Gestionnaire de tickets” afin de pouvoir servir plus facilement à des applications diverses.

Guides

Install Guide

User Guide

Technical data

State machine

A ticket/issue is a stateful information object. The life cycle of the information object can be managed in either:

'strict mode :' transitions are matched against roles and all roles may not be abilitated to trigger some changes.

'loose mode :' all ticket/issues states are accessible to any people with issue management permission.

States provided by the tracker can manage a complete ticket/issue lifecycle, but can be simplified removing some less significant states for the desired process.

POSTED: Ticket/issue has just been created

OPEN: Someone else has opened and read the ticket/issue

RESOLVING: A resolver has started working on the issue

WAITING: Something exterior is blocking the work

RESOLVED: A solution has been found. When choosing a “short path” for ticket/issue management, this may be a final state.

ABANDONNED: Initial conditions have changed. The ticket/issue is not relevant any more. This is a final state.

TESTING: The solution has been published in staging for the emitter to assess.

PUBLISHED: The solution has been published in production environment, and the issue is waiting for definitive closure by the requirer.

VALIDATED: Ticket/issue is closed.

TRANSFERED: the ticket has been cloned into a cascading tracker instance for remote processing.

Features

Ticket management

Ticket/issue submission

Ticket assign to resolvers

Lifecycle and state engine (posted, opened, working, testing, solved, waiting, abandonned, transfered, closed).

Ticket/issue subscription to events

State changes notifications, parametrable

Per user self configuration of notifications and subscriptions

Own support account and/or collective ticket pool

finalized states in a separate list (solved, abandonned, transfered)

Ticket/issue dependancies

Comment track on tickets

Priority processing

Ticket/issue priority management (priority reveals when tickets are ordered by priority)

Priority raise request management

Network or crossinstance features

Mnet or local cascade (Pro version only).

Subtrackers ticket.issue distribution

Builds

2.7	2.8	2.9	3.0	3.1	3.2	3.3	3.4

Travis-ci Continuous integration

Note : Failing status is not necessarily the sign of a non functionning module. It just says that the moodle code standards check are not fullfilling. This is a continuous effort of us rewriting the plugin code to get it compliant.

Credits

Clifford Tham (up to 1.8 version)

Valery Fremaux (valery.fremaux@gmail.com)

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