35 - Allow player or mod to escalate a ticket

I would like to see 2-4 Moderator Levels.
For example permissions nodes:
modreq.level0 (Players)
modreq.level1 (Support/Help)
modreq.level2 (Moderators)
modreq.level3 (Ops)
modreq.level4 (Admins)

Where it's possible for either a user or moderator to escalate a ticket to a higher level.

If a moderator (Level2) has a ticket, and feels he does not have the permissions or possibility to solve the problem. Allow the moderator to Escalate the Ticket, and it can then be picked up by someone who has a higher level.

The same goes for a Player, let's say his ticket has been picked up by the same moderator (Level2), and that moderator is not very helpful or even unfriendly. The user can then escalate the ticket to "Level3" where an Op can take care of it. And it will not be visible for Level0-2 anymore.
Each "Level" can only see tickets at that level or lower.

I'm not sure if this should be implemented or not. But it could possibly even make it possible to allow players to help each other with easy questions. And then escalate or make a Ticket to Support/Moderators.

User When Change
sw123 Dec 10, 2013 at 10:32 UTC Changed status from New to Declined
spawnstah May 02, 2013 at 13:13 UTC Create

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  • Avatar of sw123 sw123 May 06, 2013 at 08:47 UTC - 0 likes

    I was thinking of the following after I read your message. Maybe add a priority to a ticket. So you have normal (low will most likely piss of players), high and critical. Pending would then mean that the player can not resolve the issue himself, but other people of his rank might. Pending will always remain on the top of the /check list. The status of a ticket could then be: Open, Claimed, Pending, Escalated <priority>, Closed.

    If a ticket is closed the priority remains unchanged, so it can only be re-opened by the higher ranked staff and the player himself after a certain amount of time.

    If you guys agree I will start working on it.


  • Avatar of Mr_Nut Mr_Nut May 05, 2013 at 14:47 UTC - 0 likes

    @sw123: Go

    How about Open, Pending, Closed, Re-opened, Escalated, Higher

    Open > Ticket is open Pending > TIcket is pending Closed > Ticket is closed Re-opened > Ticket is re-opened Escalated > Been sent to a higher rank than them, which would then alert the higher rank with some form of message, I suggest along the lines of "A ticket has been escalated by (Mod Name) Higher > Escalated ticket has been claimed by a higher ranking staff member

  • Avatar of sw123 sw123 May 03, 2013 at 09:30 UTC - 0 likes

    I added a pending status in 2.4. Although the tickets are still visible to the other mods. They can only be claimed by people with the modreq.claim.pending permission. If you have a suggestion for the names of the different statuses, that would be great.



Last updated
Dec 10, 2013
May 02, 2013
Declined - We decided not to take action on this ticket.
Enhancement - A change which is intended to better the project in some way
Medium - Normal priority.

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