[Bps-public-commit] rt-extension-helpdesk branch, master, updated. ce8efb3f327dfc0f36d704516c296db96b006e0b
Jim Brandt
jbrandt at bestpractical.com
Wed Mar 24 16:07:09 EDT 2021
The branch, master has been updated
via ce8efb3f327dfc0f36d704516c296db96b006e0b (commit)
from 68e01fe02e56bd52200c55945dda1076de3cb5f5 (commit)
Summary of changes:
README | 135 +++++++++++++++++++++++--------------------
lib/RT/Extension/HelpDesk.pm | 107 +++++++++++++++++++---------------
2 files changed, 131 insertions(+), 111 deletions(-)
- Log -----------------------------------------------------------------
commit ce8efb3f327dfc0f36d704516c296db96b006e0b
Author: Jim Brandt <jbrandt at bestpractical.com>
Date: Wed Mar 24 16:06:54 2021 -0400
Update documentation
diff --git a/README b/README
index ac2f11d..3a8f2b6 100644
--- a/README
+++ b/README
@@ -1,11 +1,6 @@
NAME
- RT-Extension-HelpDesk - Simple help desk vertical for RT.
-
-DESCRIPTION
- This extension provides a simple initialdata
- <https://docs.bestpractical.com/rt/latest/initialdata.html/> file to
- insert some sane help desk defaults. See the CONFIGURATION section for
- more information on these defaults.
+ RT-Extension-HelpDesk - Default Help desk configuration for Request
+ Tracker
RT VERSION
Works with RT 5.
@@ -35,70 +30,77 @@ 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
+DESCRIPTION
+ One common use for Request Tracker (RT) is tracking user issues,
+ typically related to IT services. The "help desk" is often a department,
+ either a designated help desk with many agents for large organizations,
+ or sometimes only a one or two people who handle all IT services for a
+ smaller organization.
+
+ RT is used to track incoming user requests so they don't get lost and
+ can be assigned to individual people to handle. It's also useful for
+ gathering general reporting on the volume of user IT requests and what
+ types of issues seem to generate the most issues.
+
+ This extension provides an initialdata
+ <https://docs.bestpractical.com/rt/latest/initialdata.html/> file to
+ configure a queue with some sensible default rights configuration for a
+ typical help desk. Once installed, you can then edit the configuration
+ 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.
+
+ Rights
+ Some typical initial rights are set on the Support queue. The system
+ group "Everyone" gets a default set of rights to allow end users to
+ create tickets. Everyone is system group provided with RT, and as the
+ name implies it encompasses every user in RT.
+
+ These rights are usually the minimum needed for a typical support desk.
+ Anyone is able to write into our support address with a help desk
+ question, and they can reply and follow-up on that request if we send
+ them some questions.
+
+ The extension also grants "ShowTicket" to the Requestor role. If your
+ end users have access to RT's self service interface, this allows them
+ to see only tickets where they are the Requestor, which should be the
+ tickets they opened.
+
+ Our internal support representatives will need many more rights to work
+ on tickets. To make it easy to add and remove access for staff users,
+ this extension creates a "Support Group". Rights are granted to the
+ group, so membership in the group is all a user needs to get those
+ rights.
+
+ Support Lifecycle
+ RT allows you to create and configure custom workflows for each queue in
+ the system. In RT a ticket workflow is known as a Lifecycle
<https://docs.bestpractical.com/rt/latest/customizing/lifecycles.html>.
+ This extension provies a custom lifecycle called "support" that defines
+ the various statuses a ticket can be in.
- 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 custom statuses "waiting for customer" and "waiting for support"
+ triggers some automation around replying to support requests.
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
- where incoming support request should be created.
-
- Support Group
- This group is created by the extension and granted rights to perform
- typical support opperations on tickets in the support group. You
- should add any support representative users to this group.
+ staff to more easily keep track of support requests that need attention.
+ There are two new Scrips that do the following:
On Requestor Correspond Update Status To "waiting for support"
- Automation to switch ticket status to "waiting for support" when a
- requestor replies to a ticket, the requestor is typically the
- customer who is asking for support.
+ Updates the ticket status to "waiting for support" when a requestor
+ replies to a ticket. The requestor is typically the end user who is
+ asking for support.
On Non-Requestor Correspond Update Status To "waiting for customer"
- Automation to switch ticket status to "waiting for customer" when a
- user 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.
+ Updates the ticket status to "waiting for customer" when a user 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.
AUTHOR
Best Practical Solutions, LLC <modules at bestpractical.com>
@@ -114,3 +116,10 @@ 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 150:
+ You forgot a '=back' before '=head1'
+
diff --git a/lib/RT/Extension/HelpDesk.pm b/lib/RT/Extension/HelpDesk.pm
index aecc3f0..dd6d6f3 100644
--- a/lib/RT/Extension/HelpDesk.pm
+++ b/lib/RT/Extension/HelpDesk.pm
@@ -6,13 +6,7 @@ our $VERSION = '0.01';
=head1 NAME
-RT-Extension-HelpDesk - Simple help desk vertical for RT.
-
-=head1 DESCRIPTION
-
-This extension provides a simple L<initialdata|https://docs.bestpractical.com/rt/latest/initialdata.html/> file
-to insert some sane help desk defaults. See the L<CONFIGURATION|CONFIGURATION> section for more information
-on these defaults.
+RT-Extension-HelpDesk - Default Help desk configuration for Request Tracker
=head1 RT VERSION
@@ -54,14 +48,38 @@ Add this line:
=back
+=head1 DESCRIPTION
+
+One common use for Request Tracker (RT) is tracking user issues,
+typically related to IT services. The "help desk" is often a department,
+either a designated help desk with many agents for large organizations,
+or sometimes only a one or two people who handle all IT services for a
+smaller organization.
-=head1 WHAT THIS EXTENSION DOES
+RT is used to track incoming user requests so they don't get lost
+and can be assigned to individual people to handle. It's also useful
+for gathering general reporting on the volume of user IT requests
+and what types of issues seem to generate the most issues.
-This extension adds some useful help desk configurations to get started.
+This extension provides an L<initialdata|https://docs.bestpractical.com/rt/latest/initialdata.html/> file
+to configure a queue with some sensible default rights configuration
+for a typical help desk. Once installed, you can then edit the
+configuration to best suit your needs.
-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.
+=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.
+
+=head2 Rights
+
+Some typical initial rights are set on the L<Support> queue. The
+system group "Everyone" gets a default set of rights to allow end
+users to create tickets. Everyone is system group provided with RT,
+and as the name implies it encompasses every user in RT.
=begin HTML
@@ -70,11 +88,21 @@ 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.
+These rights are usually the minimum needed for a typical support
+desk. Anyone is able to write into our support address with a help
+desk question, and they can reply and follow-up on that request if
+we send them some questions.
+
+The extension also grants "ShowTicket" to the Requestor role. If your
+end users have access to RT's self service interface, this allows them
+to see only tickets where they are the Requestor, which should be
+the tickets they opened.
-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.
+Our internal support representatives will need many more rights to
+work on tickets. To make it easy to add and remove access for
+staff users, this extension creates a L<Support Group>. Rights are
+granted to the group, so membership in the group is all a user needs
+to get those rights.
=begin HTML
@@ -83,59 +111,42 @@ 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.
+=head2 Support Lifecycle
-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>.
+RT allows you to create and configure custom workflows for each queue
+in the system. In RT a ticket workflow is known as a L<Lifecycle|https://docs.bestpractical.com/rt/latest/customizing/lifecycles.html>.
+This extension provies a custom lifecycle called "support" that
+defines the various statuses a ticket can be in.
=begin HTML
<p><img width="500px" src="https://static.bestpractical.com/images/helpdesk/support_lifecycle.png"
-alt="Lycycle for 'Support' queue" /></p>
+alt="Lifecycle 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 custom statuses "waiting for customer" and "waiting for support" triggers
+some automation around replying to support requests.
-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
+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
+two new Scrips that do the following:
=over
-=item Support Queue
-
-This extension creates a new queue named "Support". This queue is
-where incoming support request should be created.
-
-=item Support Group
-
-This group is created by the extension and granted rights to perform typical
-support opperations on tickets in the support group. You should add any support
-representative users to this group.
-
=item On Requestor Correspond Update Status To "waiting for support"
-Automation to switch ticket status to "waiting for support" when a requestor replies to a ticket,
-the requestor is typically the customer who is asking for support.
+Updates the ticket status to "waiting for support" when a requestor replies
+to a ticket. The requestor is typically the end user who is asking for
+support.
=item On Non-Requestor Correspond Update Status To "waiting for customer"
-Automation to switch ticket status to "waiting for customer" when a user
+Updates the ticket status to "waiting for customer" when a user
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.
-=back
-
=head1 AUTHOR
Best Practical Solutions, LLC E<lt>modules at bestpractical.comE<gt>
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