Net.nemein.supportview - new component for OpenPSA integration

Wed 12th January 2005 13:39 EET

The New Year started as busy as the last one ended. I also had my first MidCOM component on my todo list, and decided to begin the year with that. Net.nemein.supportview is a component for viewing OpenPSA TechSupport tickets on a Website. This is ideal for example on corporate extranets where clients can keep track of their support tickets.

However, the component itself doesn't do user authentication checks (neither for Midgard access nor OpenPSA account). So it's vital to insert proper ViewerGroups settings to the topic. Otherwise the tickets are available to everyone. While this may sound like a huge security hole, which it really isn't as long as the ViewerGroups are taken care of, it also enables alternative usage for the component as a public bug tracker.

Currently the customer tickets are opened from the e-mails sent to a specific e-mail account. In the distant future the goal will be to make net.nemein.supportview a substitute for the OpenPSA TechSupport user interface for the customers. The version 1 of the component can be found in the MidCOM's CVS as of today

Todo for the v2:

• ticket list filtering UI (filter by status, assignee, target, etc.)
• ticket editing tools (open new ticket, comment on existing ticket)
• statistics view (response times, amounts of tickets categorized by their statuses, etc.)