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Advice on Support Ticket

Thread began 6/16/2012 10:23 am by Jon Cunningham | Last modified 6/18/2012 2:10 pm by Jon Cunningham | 481 views | 2 replies |

Jon CunninghamBeta Tester

Advice on Support Ticket

Hi guys,

Could I trouble someone for some advice on the best way to accomplish the following.

I have a little backend admin centre and I want to add a simple support ticket.

on submit the details are written to a database table (maybe something like this)

SupportID
TrainneeID
From
Subject
Comments
Date
Status

I know I will need a joining table to link the original support message and all reply's to the original ticket so that in the admin I can list and answer them and when the student goes to their support page it lists all support messages.

If anyone could help point me in the right direction I would be so grateful.

Kind regards

Jonathon

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Jason ByrnesWebAssist

In many support applications, the user would need to be logged in before they can submit a question. In this sort of scenario, the from column would not be needed, you would use a linking column to link to the users table


SupportID - Primary Key
Date
Status
Comments
UserID - relates to users.UserID
ParentID - initially set to 0. when replying, use the SupportID value for the initial support post


In this example, the userID column stores the ID of the logged in user, when the admin responds, it will store the admins UserID. On responding it will store the ID of the first support post in the parent ID column.

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Jon CunninghamBeta Tester

Thanks Jason for direction, its just what i needed.

Many thanks.

Jonathon

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