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: [email protected]
Reporter: [email protected]
QA Contact: [email protected]
Target Milestone: ---
Created attachment 208520
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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.
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