[Bps-public-commit] rt-extension-helpdesk branch, master, updated. 1e2668595c027224d963e638588f065430af77af
Jim Brandt
jbrandt at bestpractical.com
Tue Mar 30 08:18:51 EDT 2021
The branch, master has been updated
via 1e2668595c027224d963e638588f065430af77af (commit)
via afb3f37b18ff99676c08550cd9e36393073e9753 (commit)
via abe10e500f65b07c647ff1437f900412a1af5bde (commit)
via a540162fcf35c8975f814628ef57075c08176823 (commit)
from 0ddb5a468ebb3fd6e64cd2ad5c31eda376ddabec (commit)
Summary of changes:
README | 91 +++++++++++++++++++++++++++--------------
etc/Helpdesk_Config.pm | 2 +-
etc/initialdata | 9 ++--
lib/RT/Extension/HelpDesk.pm | 97 +++++++++++++++++++++++++++++++++++---------
4 files changed, 145 insertions(+), 54 deletions(-)
- Log -----------------------------------------------------------------
commit a540162fcf35c8975f814628ef57075c08176823
Author: Jim Brandt <jbrandt at bestpractical.com>
Date: Mon Mar 29 15:33:47 2021 -0400
Fix typo in custom field grouping title
diff --git a/etc/Helpdesk_Config.pm b/etc/Helpdesk_Config.pm
index 72880d1..d4d717b 100644
--- a/etc/Helpdesk_Config.pm
+++ b/etc/Helpdesk_Config.pm
@@ -1,5 +1,5 @@
Set(%CustomFieldGroupings,
'RT::Ticket' => [
- 'Helpdesp Information' => ['Severity', 'Service Impacted'],
+ 'Helpdesk Information' => ['Severity', 'Service Impacted'],
],
);
commit abe10e500f65b07c647ff1437f900412a1af5bde
Author: Jim Brandt <jbrandt at bestpractical.com>
Date: Mon Mar 29 16:25:42 2021 -0400
Add more next steps to docs
diff --git a/README b/README
index f94b281..8790a3a 100644
--- a/README
+++ b/README
@@ -11,6 +11,14 @@ INSTALLATION
make install
May need root permissions
+ Edit your /opt/rt5/etc/RT_SiteConfig.pm
+ Add this line:
+
+ Plugin('RT::Extension::HelpDesk');
+
+ If you don't add the Plugin line and save, you will see errors in
+ the next step.
+
make initdb
Only run this the first time you install this module.
@@ -20,11 +28,6 @@ INSTALLATION
If you are upgrading this module, check for upgrading instructions
in case changes need to be made to your database.
- Edit your /opt/rt5/etc/RT_SiteConfig.pm
- Add this line:
-
- Plugin('RT::Extension::HelpDesk');
-
Clear your mason cache
rm -rf /opt/rt5/var/mason_data/obj
@@ -49,11 +52,11 @@ DESCRIPTION
to best suit your needs.
Support Queue
- It creates a new queue called Support for tracking all of the incoming
- help desk requests. You can change the name to anything you like after
- installing. In a typical configuration, you will also want to assign an
- RT email address, like support at example.com or helpdesk at example.com to
- create tickets in this queue.
+ After installing, you'll see a new queue called Support for tracking all
+ of the incoming help desk requests. You can change the name to anything
+ you like after installing. In a typical configuration, you will also
+ want to assign an RT email address, like support at example.com or
+ helpdesk at example.com to create tickets in this queue.
Rights
Some typical initial rights are set on the Support queue. The system
@@ -85,7 +88,7 @@ DESCRIPTION
the various statuses a ticket can be in.
The custom statuses "waiting for customer" and "waiting for support"
- triggers some automation around replying to support requests.
+ trigger some automation around replying to support requests.
The automation applied to the support queue is designed to allow support
staff to more easily keep track of support requests that need attention.
@@ -102,22 +105,41 @@ DESCRIPTION
means the support representative in charge of the ticket sent an
email to the customer and is waiting for some feedback.
- Support Dashboard
- This extension created a new dashboard called "Support" in which any
- member of the support group can view. This dashboard has a default
- saved search added to it, "Highest severity tickets waiting on
- support".
+ Support Dashboard
+ This extension creates a dashboard called "Support", accessible to any
+ member of the Support Group. This dashboard has a default saved search
+ called "Highest severity tickets waiting on support".
+
+ As the name suggests, this saved search shows all tickets waiting for
+ support and displays them in order by severity, so the most important
+ will be at the top.
Next Steps
- Once the Help Desk extension is installed, there are a few optional
- steps to take to improve the help desk experience.
+ This extension provides a good starting point and you can start using it
+ right away. Here are some additional things you can do to customize your
+ configuration:
+
+ * Create new user accounts for other staff and add them to the Support
+ Group. You might also remove the root user if that user account
+ won't be involved in support.
+
+ * Update the custom fields Severity and Service Impacted, changing the
+ values in the dropdowns or adding other custom fields that better
+ fit your system.
- 1.As an RT admin set the default queue
- <https://docs.bestpractical.com/rt/5.0.1/RT_Config.html#DefaultQueue>
- for the ticket create page to the "support" queue.
+ * Edit your templates to customize the default messages you send to
+ users. You can find templates at Admin > Global > Templates. For
+ example, the "Autoreply in HTML" is the default template that goes
+ to users when they open a ticket.
- 2. Got to Admin->Global->Modify Reports MenuAdd and add the 'Support'
- dashboard to the "Reports" menu.
+ * Users working primarily in support can edit their preferences and
+ set Support as their default queue.
+
+ * Users can select Reports > Update this menu and add the Support
+ dashboard to their reports menu. The RT administrator can do this
+ for all users as well.
+
+ (In RT 4.4, the menu is Home > Update this menu.)
AUTHOR
Best Practical Solutions, LLC <modules at bestpractical.com>
@@ -133,10 +155,3 @@ LICENSE AND COPYRIGHT
The GNU General Public License, Version 2, June 1991
-POD ERRORS
- Hey! The above document had some coding errors, which are explained
- below:
-
- Around line 155:
- You forgot a '=back' before '=head2'
-
diff --git a/lib/RT/Extension/HelpDesk.pm b/lib/RT/Extension/HelpDesk.pm
index c4684ee..4e68083 100644
--- a/lib/RT/Extension/HelpDesk.pm
+++ b/lib/RT/Extension/HelpDesk.pm
@@ -24,6 +24,14 @@ Works with RT 5.
May need root permissions
+=item Edit your F</opt/rt5/etc/RT_SiteConfig.pm>
+
+Add this line:
+
+ Plugin('RT::Extension::HelpDesk');
+
+B<If you don't add the Plugin line and save, you will see errors in the next step.>
+
=item C<make initdb>
Only run this the first time you install this module.
@@ -34,12 +42,6 @@ in your database.
If you are upgrading this module, check for upgrading instructions
in case changes need to be made to your database.
-=item Edit your F</opt/rt5/etc/RT_SiteConfig.pm>
-
-Add this line:
-
- Plugin('RT::Extension::HelpDesk');
-
=item Clear your mason cache
rm -rf /opt/rt5/var/mason_data/obj
@@ -68,11 +70,11 @@ configuration to best suit your needs.
=head2 Support Queue
-It creates a new queue called L<Support> for tracking all of the
-incoming help desk requests. You can change the name to anything you
-like after installing. In a typical configuration, you will also
-want to assign an RT email address, like support at example.com or
-helpdesk at example.com to create tickets in this queue.
+After installing, you'll see a new queue called L<Support> for tracking
+all of the incoming help desk requests. You can change the name to
+anything you like after installing. In a typical configuration, you
+will also want to assign an RT email address, like support at example.com
+or helpdesk at example.com to create tickets in this queue.
=head2 Rights
@@ -125,8 +127,8 @@ alt="Lifecycle for 'Support' queue" /></p>
=end HTML
-The custom statuses "waiting for customer" and "waiting for support" triggers
-some automation around replying to support requests.
+The custom statuses "waiting for customer" and "waiting for support"
+trigger some automation around replying to support requests.
The automation applied to the support queue is designed to allow support staff
to more easily keep track of support requests that need attention. There are
@@ -147,19 +149,58 @@ who is not a requestor on the ticket replies on the ticket. This usually means
the support representative in charge of the ticket sent an email to the customer
and is waiting for some feedback.
-=item Support Dashboard
+=back
+
+=head2 Support Dashboard
-This extension created a new dashboard called "Support" in which any member of the support group can view.
-This dashboard has a default saved search added to it, "Highest severity tickets waiting on support".
+This extension creates a dashboard called "Support", accessible to any
+member of the Support Group. This dashboard has a default saved search
+called "Highest severity tickets waiting on support".
+
+As the name suggests, this saved search shows all tickets waiting for
+support and displays them in order by severity, so the most important
+will be at the top.
=head2 Next Steps
-Once the Help Desk extension is installed, there are a few optional steps to take to
-improve the help desk experience.
+This extension provides a good starting point and you can start using it
+right away. Here are some additional things you can do to customize your
+configuration:
+
+=over
+
+=item *
+
+Create new user accounts for other staff and add them to the Support
+Group. You might also remove the root user if that user account won't
+be involved in support.
+
+=item *
+
+Update the custom fields Severity and Service Impacted, changing the
+values in the dropdowns or adding other custom fields that better fit
+your system.
-1.As an RT admin set the L<default queue|https://docs.bestpractical.com/rt/5.0.1/RT_Config.html#DefaultQueue> for the ticket create page to the "support" queue.
+=item *
-2. Got to Admin->Global->Modify Reports MenuAdd and add the 'Support' dashboard to the "Reports" menu.
+Edit your templates to customize the default messages you send to users.
+You can find templates at Admin > Global > Templates. For example,
+the "Autoreply in HTML" is the default template that goes to users when
+they open a ticket.
+
+=item *
+
+Users working primarily in support can edit their preferences and set Support
+as their default queue.
+
+=item *
+
+Users can select Reports > Update this menu and add the Support dashboard to
+their reports menu. The RT administrator can do this for all users as well.
+
+(In RT 4.4, the menu is Home > Update this menu.)
+
+=back
=head1 AUTHOR
commit afb3f37b18ff99676c08550cd9e36393073e9753
Author: Jim Brandt <jbrandt at bestpractical.com>
Date: Mon Mar 29 16:38:46 2021 -0400
Document custom fields
diff --git a/README b/README
index 8790a3a..b336fe1 100644
--- a/README
+++ b/README
@@ -105,6 +105,22 @@ DESCRIPTION
means the support representative in charge of the ticket sent an
email to the customer and is waiting for some feedback.
+ Custom Fields
+ RT allows you to define custom fields on tickets, which can be anything
+ you need to record and track. This extension provides two common to a
+ help desk, Severity and Service Impacted.
+
+ Severity is a dropdown with typical High, Medium, Low values. As an RT
+ admin, you can change these values or add to them at Admin > Custom
+ Fields, then click on Severity.
+
+ Service Impacted is an autocomplete type field, which means users can
+ type in the box and if there is a defined value, it will autocomplete in
+ a menu below the field. If the user needs to add a value that hasn't
+ been used before, they can type in a completely new value. If you would
+ prefer this to be a dropdown like Severity, you can change this in the
+ admin section also.
+
Support Dashboard
This extension creates a dashboard called "Support", accessible to any
member of the Support Group. This dashboard has a default saved search
diff --git a/lib/RT/Extension/HelpDesk.pm b/lib/RT/Extension/HelpDesk.pm
index 4e68083..40ae69b 100644
--- a/lib/RT/Extension/HelpDesk.pm
+++ b/lib/RT/Extension/HelpDesk.pm
@@ -151,6 +151,22 @@ and is waiting for some feedback.
=back
+=head2 Custom Fields
+
+RT allows you to define custom fields on tickets, which can be anything you
+need to record and track. This extension provides two common to a help desk,
+Severity and Service Impacted.
+
+Severity is a dropdown with typical High, Medium, Low values. As an RT admin,
+you can change these values or add to them at Admin > Custom Fields, then
+click on Severity.
+
+Service Impacted is an autocomplete type field, which means users can type in
+the box and if there is a defined value, it will autocomplete in a menu below
+the field. If the user needs to add a value that hasn't been used before,
+they can type in a completely new value. If you would prefer this to be a
+dropdown like Severity, you can change this in the admin section also.
+
=head2 Support Dashboard
This extension creates a dashboard called "Support", accessible to any
commit 1e2668595c027224d963e638588f065430af77af
Author: Jim Brandt <jbrandt at bestpractical.com>
Date: Mon Mar 29 17:14:59 2021 -0400
Update search format
diff --git a/etc/initialdata b/etc/initialdata
index 00700cd..8cde87a 100644
--- a/etc/initialdata
+++ b/etc/initialdata
@@ -145,13 +145,16 @@ our @Attributes = (
Format => qq['<b><a href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
'<b><a href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject',
Status,
+'__CustomFieldView.{Severity}__',
+Priority,
+'__NEWLINE__',
+'__NBSP__',
'<small>__Requestors__</small>',
+'<small>__CreatedRelative__</small>',
Owner,
-Priority,
-'__CustomFieldView.{Severity}__',
'__CustomField.{Service Impacted}__'],
Query => "Queue = 'Support' AND ( Status = 'waiting for support' OR Status = 'open' OR Status = 'new' )",
- OrderBy => 'Priority',
+ OrderBy => 'CustomFieldView.{Severity}',
Order => 'DESC'
},
},
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