https://bugs.koha-community.org/bugzilla3/show_bug.cgi?id=43859 Bug ID: 43859 Summary: [NEW MODULE] Complaint and Glitch Management for Libraries Initiative type: --- Sponsorship --- status: Product: Koha Version: Main Hardware: All OS: All Status: NEW Severity: enhancement Priority: P5 - low Component: Tools Assignee: koha-bugs@lists.koha-community.org Reporter: snehasishpaul71@gmail.com QA Contact: testopia@bugs.koha-community.org Target Milestone: --- Created attachment 208520 --> https://bugs.koha-community.org/bugzilla3/attachment.cgi?id=208520&action=edit To integrate in KOHA module PROBLEM ======= Koha currently has no dedicated module for managing operational complaints and glitches reported by library patrons or staff. When a patron encounters a system issue (e.g. OPAC search failure, circulation error, catalogue inconsistency), there is no structured way to: - Log the glitch with proper categorisation and priority - Assign it to the responsible staff member - Track resolution progress through defined workflow states - Record prevention notes on the patron record for future reference Libraries resort to ad-hoc methods: email threads, paper logbooks, or spreadsheets — all of which lack accountability, traceability, and integration with the Koha ecosystem. PROPOSED SOLUTION ================= A new "Complaint Management" module under Tools, providing: 1. Raise complaint — staff or patron submits a ticket with title, category (Catalogue, Circulation, Acquisitions, Serials, Reports, System, Other), priority (Critical/High/Medium/Low), description, and the page/module location where the glitch occurred. 2. Assign — supervisor assigns the ticket to the correct staff member. 3. Track — status workflow: Open → In Progress → Resolved → Closed. 4. Resolve — staff records a resolution note and optional patron remarks (prevention notes visible on the borrower record). 5. Comment thread — staff can add timestamped comments for discussion. 6. Dashboard — filterable list with status tabs, DataTables sorting, and per-status counts. TECHNICAL DETAILS ================= - 2 new database tables: complaints, complaint_comments - 4 new Perl modules: Koha::Complaint, Koha::Complaints, Koha::Schema::Result::Complaint, Koha::Schema::Result::ComplaintComment - 1 CGI controller: complaints/complaints.pl - 1 Template Toolkit view: complaints/complaints.tt - 1 DB revision: installer/data/mysql/db_revs/ - 1 system preference: ComplaintManagement (YesNo) - 1 sub-permission: tools > complaints - Full unit test: t/db_dependent/Koha/Complaints.t (5 subtests, 23 assertions) All code follows Koha coding guidelines: - cud- prefix on all POST operations - CSRF token validation on every form - Post-Redirect-Get pattern after mutations - i18n-ready template with [% t("...") %] wrappers - Proper DBIx::Class schema with belongs_to / has_many relationships Initial patches are ready. RFC page will be created on the wiki. -- You are receiving this mail because: You are the assignee for the bug. You are watching all bug changes.