If the 4.3 release only included one new major feature, what would you want it to be?

[hubbadubba]

All I can say about LDAP is this: It will help support center adoption rates and make it an easier sell to larger companies concerned with compliance (single directory management makes auditors happy).

Regarding the former, I am constantly amazed at how often the account creation process hurts adoption rates. I guess people feel too busy to go through a three step process to initilly use a new system. Anything that gets people using the support center (and getting those FAQs and kb articles in front of them) is a great feature, IMHO.

[frangelica]

The most important feature for me would be better handling of non-ticket-related (inbound and outgoing) email that needs to be handled but is not spam.

Not all communication is ticket-based or related to a particular support issue.

But it makes sense to store all of the communication history in a single system (Cerb4)

As an example, I deal with a lot of vendors who have me on their email list and every month, they send out emails detailing monthly specials and information (Cerb4 team does this. There is no support issue associated with these emails, but I like to keep them, so right now, I dump them into a folder (1 per company). But I also have communications with these companies that could be described as issue-related (negotiations would be an example where there is a lot of back and forth.

I would like for Cerb4 to more intuitively allow me to manage my entire email inbox from within the system.

[jstanden]

Originally Posted by fabiotpr

CHD-1000 and CHD-518.

CHD-518 is done for 4.3, and CHD-1000 may make it into 4.3 (is planned).

[jstanden]

Originally Posted by dobesv

Hire a usability consultant and make this thing usable for dummy users. It's still mostly a "techie" friendly user interface.

Our target audience is techies on purpose. There are plenty of simpler apps for simpler needs. We're positioned differently.

[jstanden]

Originally Posted by hubbadubba

All I can say about LDAP is this: It will help support center adoption rates and make it an easier sell to larger companies concerned with compliance (single directory management makes auditors happy).

LDAP is my focus this week.

[tohaleyjr]

I have been waiting to upgrade our version of Cerberus until LDAP is released. I thought that was going to be in 4.3, but it looks like that has been delayed.

Any idea when this will be released?

Thanks,

Tom

[jstanden]

We've sorted out what we need to do to allow login adapters (like LDAP) for both the helpdesk and Support Center. Since LDAP is a directory of custom properties, and not an application with a rigid structure, we'll probably provide an example implementation that can be customized based on organizations' needs.

For example, some orgs may want to allow their customers to log in using a customer ID rather than using an email address. Those IDs could be related to addresses using custom fields and matched from LDAP. We'd have a hard time providing that much flexibility in a prefabricated solution; but it would be easy to tweak a working LDAP example to do anything like that.

I'm still planning to add the extension point for login adapters to 4.3, and that LDAP example should follow shortly.

[netamia]

Originally Posted by rmiddle

Most of what your are refering to is controlled by PHP. Make sure you have php localisation setup right.

The problem is that cerberus's code use the php-function strtotime (http://php.net/strtotime), which only accept US English formats.

When cerberus language is changed to eg. Danish, cerberus sets php's locale to "da_DK", which make php's date functions output in Danish that is non-parse-able by strtotime.

My current hack is:
--- libs/devblocks/Devblocks.class.php (revision 311)
+++ libs/devblocks/Devblocks.class.php (working copy)
@@ -773,6 +773,7 @@

static function setLocale($locale) {
@setlocale(LC_ALL, $locale);
+ @setlocale(LC_TIME, 'en_US');
self::$locale = $locale;
}

Best regards

[Crimm]

Originally Posted by jstanden

We've sorted out what we need to do to allow login adapters (like LDAP) for both the helpdesk and Support Center. Since LDAP is a directory of custom properties, and not an application with a rigid structure, we'll probably provide an example implementation that can be customized based on organizations' needs.

For example, some orgs may want to allow their customers to log in using a customer ID rather than using an email address. Those IDs could be related to addresses using custom fields and matched from LDAP. We'd have a hard time providing that much flexibility in a prefabricated solution; but it would be easy to tweak a working LDAP example to do anything like that.

I'm still planning to add the extension point for login adapters to 4.3, and that LDAP example should follow shortly.

I'm so excited for LDAP I can't wait - It looks like the ticket says it will come out in 4.3.1 http://www.wgmdev.com/jira/browse/CHD-183 - and things are looking promising: http://forum.cerb4.com/showthread.php?p=12972

Any release date announced yet for 4.3.1?

[rmiddle]

Originally Posted by Crimm

I'm so excited for LDAP I can't wait - It looks like the ticket says it will come out in 4.3.1 http://www.wgmdev.com/jira/browse/CHD-183 - and things are looking promising: http://forum.cerb4.com/showthread.php?p=12972

Any release date announced yet for 4.3.1?

4.3.1 is should be out in the next few days. Still waiting for the plug-in info to be posted.

Thanks
Robert