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Vision Helpdesk V3 update #2 – Robust Architecture and Framework

HostingCon 2011 is over, My head is in office but my mind is still in San Diego 🙂 What a wonderful climate and fantastic event  – meeting old and new friends was great!

This was our second year exhibiting at HostingCon event and it turned out to be right time and a perfect platform as we are working on latest version V3 — We got a chance to talk to visitors and share our ideas with them also we received several inputs and good to know so many visitors are looking forward for V3.

On top of everything I won IPAD2 a luckdraw giveaway from ResellerClub.com 🙂  I would like to extend my thanks to ResellerClub team.

Alright coming back to V3 update #2 — Everyone including us are excited about V3 and I know you all have common question “When will we release V3 version? and is there any Road Map?”

We are anticipating V3 beta version to be released by October end and in our next immediate post we will also publish Road Map with more details on timeline.

Our team is working to its fullest capacity to achieve the V3 target. In our last update we posted screenshot teasers of V3 and now we want to make you familiar with V3’s robust architecture and framework. ( this update we will try to keep it less technical so both technical and non-technical users know what we are trying to add in V3)

More than 90% Open Source Code

It’s difficult to develop a generalized software that can satisfy everyone’s requirements. Each business has its own set of requirements and it’s bad to force someone to use what we want to sell. With V3 we wanted to offer maximum code open and attract developers and non-technical users to easily extend Vision helpdesk’s functionality.

Vision Helpdesk V3 will offer more than 90% of source code open that will allow easy extension and integration with 3rd party applications Also users will be able to create their own modules.

API (Application Programming Interface)

API is a particular set of rules (‘code’) and specifications that software programs can follow to communicate with each other. It serves as an interface between different software programs and facilitates their interaction

Interacting with your Vision Helpdesk data using an extensive XML REST API will be available and we will offer detailed documentation on V3 APIs.

Modular System

V3 is designed module based such that no (or few) modules depend upon other modules of the system. V3 will allow users to develop their own modules and extend Vision helpdesk functionality.

JQuery and AJAX Techniques  — “Write less, do more.”

As the web evolves, new technologies are emerging and uniting in remarkable ways. The combination of Ajax and JQuery, in particular, is one of the most powerful unions to date.

Ajax (Asynchronous JavaScript and XML) has changed the web as we know it today. It’s helped websites evolve into Rich Internet Applications (RIAs) by allowing web pages to make direct requests to web servers without reloading the page. This capability is vital in replicating the rich user experiences achieved in client applications.

JQuery is a cross-browser JavaScript library designed to simplify the client-side script of HTML.

jQuery makes it easy to handle DOM objects, events, effects and Ajax, automatically takes care of JavaScript leaks, and has countless third-party plugins.

Advantages of JQuery –

  • Ease of use
  • Large library
  • Strong opensource community. (Several jQuery plugins available)
  • Great documentation and tutorials
  • Ajax support and much more..

Just simple straight forward jQuery programming mixed with Object Oriented JavaScript programming will help you to create complete new plugin or enhancement to Vision Helpdesk.

Hook Technique

Used to alter or augment the behavior of an applications by intercepting function calls or messages or events passed between software components. Code that handles such intercepted function calls, events or messages is called a “hook”.

In short hooks will allow you to add your own piece of code that will run when specific action occurs

Example : –

  • action on new ticket
  • action on client login attempt fail
  • action on new email
  • action on staff operation
  • and much more..

Thus in V3 we will make several hooks available for you to easily add your own piece of code without having to learn or possess any knowledge of rest of the system.

Interface Customization

Can modify CSS, JS  easily

For example you can set such interface parameter easily if want to modify

$(document).ready(function()

{

$(‘div#vis_main_panel_div’).visInterface({

‘top_header_height’:’100′,

‘left_panel_width’:’200′

});

});

Email Templates Modification

V3 will allow you to modify all default email templates used in Vision helpdesk. Also V3 will offer existing variables list in email templates which you can use as per your requirements.

Login Integration

This is just like a hook which will allow you to control your support desk’s login checks. You will be able to write a code on failed client login attempts action, thus you can write a code to authenticate your client from 3rd party application.

We have been asked to write a code for login sharing with various Billing software’s, Blogs, CMS, Forums etc.. Ideally its not possible to write a login sharing code for all scripts so with V3 we will open a hook for you to easily get your 3rd party systems login system shared with Vision Helpdesk.

Multi-Tab Technique

V3′s architecture will give you ability to switch between tasks without losing data and pick up where you left off. For this we have created internal Tabs you can easily switch among tabs without losing data.

So no matter if you jump between multiple tickets, clients list, knowledgebase or any module — you will not loose your previous work — The Multi-Tab technique will increase your working efficiency and speedup your work without any hassle..

Multi Language

V3 will allow you to –

  • Change language for client portal.
  • Change language for manage/staff portal.
  • Translate client reply in your own language.
  • Translate your typed reply in other language to send reply.

Support for search engine and user friendly URLs

V3’s new framework will now no more use query strings

http://yourdomain.com/support/index.php?_mo=kb&_sa=2

Instead we will be using clean URLs that will make Vision Helpdesk URLs search engine and user friendly.

Example – http://yourdomain.com/support/knowledge-base/this-is-test-article/

Log System

A strong event and error log system to keep track of system failure and easily debug and patch if any issues.

Whats Next ?

As I mentioned we are working to our fullest capacity to complete V3 may be that is the reason we are struggling to find time to write but be assured we will try our best to keep you posted with the latest updates. Next post we will post detailed road map and also update you with some more new exciting things about V3.

Vision HelpdeskVision Helpdesk V3 update #2 – Robust Architecture and Framework
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