Custom Action Event

[matalaweb]

Hey @mpge,

I have a specific need to fill, and I've been thinking of a potential avenue for implementation for a few days now.

Background: Escalated is installed into our Retail ERP / Field Management System. Staff raises tickets on behalf of customers. Customers do not have access to a ticket portal directly, although they get emails.

The Need: In almost every case for a certain ticket type, we need to collect images / videos from customers demonstrating the issues that they are facing with their product. Currently, customers send that via email or text message, both of which have their obvious limitations and manual work to consolidate.

The Idea: Create a means to run a custom action (similar to the current Macros implementation) on tickets. External code will be able to listen for this event. In my use case, this will allow us to create and send an expiring link that allows customers to upload media straight to our application, attaching it to the applicable ticket all while bypassing the manual work by our staff, and email size limitations.

Possible Implementation Path: This path is modeled using Laravel's Event Bus methodology, so I'm not sure how well it would fit into other frameworks)

• Create an event with a free-text string $actionName and a key-value array $actionParams
• The ticket model will automatically be passed to the event when fired.
• The app that Escalated is embedded into will be able to listen for the CustomActionTriggered::class event, evaluate the $actionName and $actionParams, then do whatever they need to do.

What are your thoughts on this? Since I'm not familiar with non-PHP frameworks, is this something that would work well across the entire Escalated ecosystem or more suited for the Laravel / Symfony target packages? I will work on a PR for this if it's a good fit, just kind of looking for some feedback and direction.

[mpge]

Worked on a fix for this, adding this to all backend repos :)

I like this idea