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Table des matières
Tracker Module
- 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
- 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
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 |
|---|---|---|---|---|---|
 |  |  |  |  |  |
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.