Hi all! I tried putting together some functional requirements for some code that'd integrate osTicket with the Mibew chat software. Here's what I came up with; please let me know if you'd like to see something else! I'd appreciate any suggestions you might have.
Context
Functional requirements
Desired functionality
NB I have also posted these requirements to the Mibew fora to get their feedback.
Context
- This code shall work on Mibew 2.x using the plugin infrastructure
- This code shall work with osTicket 1.9.x and the hosted SupportSystem software using its built-in API
Functional requirements
- A mibew chat can only correspond to one ticket in osTicket.
- Agents shall be able to mark a thread so that upon chat completion, it will create a ticket in osTicket.
- Agents shall be able to unmark a thread so that upon chat completion, it will not create a ticket in osTicket.
- Organizations running Mibew shall be able to set the default behavior as creating a ticket or not creating a ticket.
- Organizations running Mibew shall be able to set a minimum number of lines a thread must contain before being creating a ticket.
- Organizations running Mibew shall be able to configure whether chats appear as attachments to tickets OR in the ticket message body itself.
- Organizations running Mibew shall be able to configure whether offline Mibew messages automatically generate a ticket.
- Agents shall be able to be able to manually add a ticket to osTicket from Mibew's chat history interface. As stated in FR1, they must only be able to do this once for any given chat.
- This code shall create a descriptive subject field for the osTicket ticket based on the Mibew chat.
Desired functionality
- Organizations running Mibew shall be able to configure the autorespond value sent to osTicket
- Organizations running Mibew shall be able to configure the alert value sent to osTicket
- Organizations running Mibew shall be able to configure the source value sent to osTicket
- Organizations running Mibew shall be able to configure the priority value sent to osTicket
NB I have also posted these requirements to the Mibew fora to get their feedback.