Ticket raising in asp.net

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I am developing CRMS Project in that i ve 3 pages management details,support details and technical details when user send query to first support department if it is solved ok otherwise it will move to after 24 hours technical department here it is solved ok otherwise agin 24 hours it will move to management department so how can i implement ticket rising method in asp.net please any one know help me

Posted 17-Jan-11 18:54pm

Rupa1

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Sergey Alexandrovich Kryukov 18-Jan-11 1:10am

You're not helping to help you.

2 solutions

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Sandeep Mewara · Answer 1 · 2011-01-17T19:22:00

Solution 1

Ok, here are few pointers!

1. Once a query/ticket is created, you must be saving it somewhere, probably in a database. Make sure while creating it, you have a field CreateDateTime field in DB to track the status.

2. Now, based on this field CreateDateTime, you will pass on the query from one level to other in case not resolved by then.

3. How to pass on? Automatic way could be a 'Windows Service'. It would periodically check the CreateDateTime field value with current DateTime and based on that it will change the level from 1 to 2 or 2 to 3.
Surely, status field would also play a part along with CreateDateTime - in case status is closed then you won't update the level.

Just in case, you need some article to learn on Windows service then: Simple Windows Service Sample[^]

Try!

Posted 17-Jan-11 19:22pm

Sandeep Mewara

Comments

Rupa1 18-Jan-11 1:29am

what u ve send ok still please give some clarity

Sergey Alexandrovich Kryukov 18-Jan-11 1:36am

You give some clarity first.

Anupama Roy 18-Jan-11 1:30am

Sounds good!My Vote of 5!

Sergey Alexandrovich Kryukov 18-Jan-11 1:41am

Sandeep,

Periodic check is quite bad. It is even redundant, because any activity is only needed on request, such as creation, modification, ticket follow-ups or query.

Anupama Roy 18-Jan-11 2:15am

SAKryukov, If you define the time period,it's not a bad idea to check it using a Windows Service.

Sandeep Mewara 18-Jan-11 3:25am

Well, I agree it would be bad but based on OP's requirement of having level increment, it would be needed. In case, the level increment doesnt need to be instantly at 24 hours... then we can go for other options. Even manual.

Sergey Alexandrovich Kryukov 18-Jan-11 21:30pm

I don't think so. The "trick" is: if no human access data, in a way it does not exist (familiar with solipsism and stuff?) and time does not exist. But when nobody accesses data, it is not modified. So, whatever calculations you may need with levels or whatever, it is to be performed after next access and data modification by a human. If calculations are not ready by the next request (even read-only) the use waits for response until stuff is consistent, but this is unavoidable, anyway. Got the point?

In such systems, consistent timing is very important.

Sandeep Mewara 19-Jan-11 0:28am

Yep! Cannot upvote you for this. Surely, next 'human access' can be used as a trigger to check and update level instead of periodic.

Just in a case of normal view (without login), or auto upgrade with emails, one might need something periodic.

Rupa1 18-Jan-11 1:49am

can u explain ticket follow-ups or query more briefly

Anupama Roy · Answer 2 · 2011-01-17T20:00:00

Adding few steps to Sandeep's answer :

1.Create Windows Service
2.In Onstart,you call a method MethodToCheckStatus in service windows itself
3.Inside MethodToCheckStatus,you call a webservice or WCF service method which has some code similar to below
if (CreateDateTime field from DataBase comparison with current DateTime & Currentstatus)
{
//DB operation to assign to other team if it goes beyond the time
}

In App.config,you can add a key,when to check this,say once in 12 hours

XML

<appSettings>
   <add key="CheckTimer" value="12:00:00"/>