[Bps-public-commit] rt-extension-helpdesk branch, master, updated. 68e01fe02e56bd52200c55945dda1076de3cb5f5

[Craig Kaiser]

The branch, master has been updated
       via  68e01fe02e56bd52200c55945dda1076de3cb5f5 (commit)
      from  1225351d82068c02c01023a2dcb0500af8893141 (commit)

Summary of changes:
 README                       | 43 +++++++++++++++++++++++++++++++++++
 lib/RT/Extension/HelpDesk.pm | 53 ++++++++++++++++++++++++++++++++++++++++++++
 2 files changed, 96 insertions(+)

- Log -----------------------------------------------------------------
commit 68e01fe02e56bd52200c55945dda1076de3cb5f5
Author: craig kaiser <craig at bestpractical.com>
Date:   Mon Mar 8 16:55:20 2021 -0500

    Add documentation explaining extension

diff --git a/README b/README
index ff4849e..ac2f11d 100644
--- a/README
+++ b/README
@@ -35,6 +35,49 @@ INSTALLATION
 
     Restart your webserver
 
+WHAT THIS EXTENSION DOES
+    This extension adds some useful help desk configurations to get started.
+
+    It create a new queue, the "Support Queue" for tracking all of the
+    incoming help desk requests. On this queue some sensible default rights
+    are set. The first group granted rights is the "Everyone" group. This is
+    an "internal" group to RT, and as the name implies it encompasses every
+    user in RT.
+
+    With a typical support desk setup, these rights are exactly whats
+    needed. Anyone is able to write into our support address with a help
+    desk question, and they can always reply and follow-up on that request.
+
+    It is also desirable to have a group to track and elevate the rights of
+    our support representatives. The "Support Group" is created for just
+    this purpose.
+
+    Here additional rights are granted to the support representatives,
+    mainly the rights center around being able to own and edit tickets in
+    the support queue.
+
+    Since we have a specific queue for help desk request it also makes a lot
+    of sense to make a specific workflow for these request. In RT a ticket
+    workflow is known as the Lifecycle
+    <https://docs.bestpractical.com/rt/latest/customizing/lifecycles.html>.
+
+    The support lifecycle here uses custom statuses such as "waiting for
+    customer" and "waiting for support" for which we can enable some handy
+    automation around.
+
+    The automation applied to the support queue is designed to allow support
+    reps to more easily keep track of support request that they should be
+    working on. There are two new "Scrips" ( A scrip is the internal
+    automation for RT ) that are added "On Requestor Correspond Update
+    Status To "waiting for support"" and "On Non-Requestor Correspond Update
+    Status To "waiting for customer"". These scrips handle switching the
+    status of a support ticket based on who last updated the ticket, the
+    customer or the support rep.
+
+    This allows for the support rep to know based on the status of a ticket,
+    whether the customer is waiting to hear back from them or they are
+    waiting to hear back from the customer.
+
 CONFIGURATION
     Support Queue
         This extension creates a new queue named "Support". This queue is
diff --git a/lib/RT/Extension/HelpDesk.pm b/lib/RT/Extension/HelpDesk.pm
index c274b60..aecc3f0 100644
--- a/lib/RT/Extension/HelpDesk.pm
+++ b/lib/RT/Extension/HelpDesk.pm
@@ -54,6 +54,59 @@ Add this line:
 
 =back
 
+
+=head1 WHAT THIS EXTENSION DOES
+
+This extension adds some useful help desk configurations to get started.
+
+It create a new queue, the L<Support Queue> for tracking all of the incoming help desk requests.
+On this queue some sensible default rights are set. The first group granted rights is the "Everyone" group.
+This is an "internal" group to RT, and as the name implies it encompasses every user in RT.
+
+=begin HTML
+
+<p><img width="500px" src="https://static.bestpractical.com/images/helpdesk/everyone_group_rights.png"
+alt="Group rights for 'Everyone' group on 'Support' queue" /></p>
+
+=end HTML
+
+With a typical support desk setup, these rights are exactly whats needed. Anyone is able to write into our support
+address with a help desk question, and they can always reply and follow-up on that request.
+
+It is also desirable to have a group to track and elevate the rights of our support representatives. The L<Support Group>
+is created for just this purpose.
+
+=begin HTML
+
+<p><img width="500px" src="https://static.bestpractical.com/images/helpdesk/support_group_rights.png"
+alt="Group rights for 'Support' group on 'Support' queue" /></p>
+
+=end HTML
+
+Here additional rights are granted to the support representatives, mainly the rights center around being able to
+own and edit tickets in the support queue.
+
+Since we have a specific queue for help desk request it also makes a lot of sense to make a specific workflow for these
+request. In RT a ticket workflow is known as the L<Lifecycle|https://docs.bestpractical.com/rt/latest/customizing/lifecycles.html>.
+
+=begin HTML
+
+<p><img width="500px" src="https://static.bestpractical.com/images/helpdesk/support_lifecycle.png"
+alt="Lycycle for 'Support' queue" /></p>
+
+=end HTML
+
+The support lifecycle here uses custom statuses such as "waiting for customer" and "waiting for support" for which we can enable some
+handy automation around.
+
+The automation applied to the support queue is designed to allow support reps to more easily keep track of support
+request that they should be working on. There are two new "Scrips" ( A scrip is the internal automation for RT ) that
+are added L<On Requestor Correspond Update Status To "waiting for support"> and L<On Non-Requestor Correspond Update Status To "waiting for customer">.
+These scrips handle switching the status of a support ticket based on who last updated the ticket, the customer or the support rep.
+
+This allows for the support rep to know based on the status of a ticket, whether the customer is waiting to hear back from them
+or they are waiting to hear back from the customer.
+
 =head1 CONFIGURATION
 
 =over

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