Moodle ActiveProLearn Documentation

• Component type: Activity module
• Name: Ticket/Issue Tracker
• Versions: 1.9, 2.2 à 3.2
• 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.

• Install Guide
• User Guide
• Technical data

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.

• 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

• Ticket/issue priority management (priority reveals when tickets are ordered by priority)
• Priority raise request management

• Mnet or local cascade (Pro version only).
• Subtrackers ticket.issue distribution

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.

• Clifford Tham (up to 1.8 version)
• Valery Fremaux (valery.fremaux@gmail.com)

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