[Bps-public-commit] rt-extension-helpdesk branch, master, updated. 4f9e7064160a55cc11aa1a8bd978215aaaf8aca0

[Craig Kaiser]

The branch, master has been updated
       via  4f9e7064160a55cc11aa1a8bd978215aaaf8aca0 (commit)
      from  ff85315f269f598deb5d58805f2a6803e1a8eecc (commit)

Summary of changes:
 README                       | 21 +++++++++++++++++++--
 lib/RT/Extension/HelpDesk.pm | 14 ++++++++++++++
 2 files changed, 33 insertions(+), 2 deletions(-)

- Log -----------------------------------------------------------------
commit 4f9e7064160a55cc11aa1a8bd978215aaaf8aca0
Author: craig kaiser <craig at bestpractical.com>
Date:   Mon Mar 29 13:03:00 2021 -0400

    Update README for support dashboard

diff --git a/README b/README
index 3a8f2b6..f94b281 100644
--- a/README
+++ b/README
@@ -102,6 +102,23 @@ 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".
+
+  Next Steps
+    Once the Help Desk extension is installed, there are a few optional
+    steps to take to improve the help desk experience.
+
+    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.
+
+    2. Got to Admin->Global->Modify Reports MenuAdd and add the 'Support'
+    dashboard to the "Reports" menu.
+
 AUTHOR
     Best Practical Solutions, LLC <modules at bestpractical.com>
 
@@ -120,6 +137,6 @@ POD ERRORS
     Hey! The above document had some coding errors, which are explained
     below:
 
-    Around line 150:
-        You forgot a '=back' before '=head1'
+    Around line 155:
+        You forgot a '=back' before '=head2'
 
diff --git a/lib/RT/Extension/HelpDesk.pm b/lib/RT/Extension/HelpDesk.pm
index dd6d6f3..c4684ee 100644
--- a/lib/RT/Extension/HelpDesk.pm
+++ b/lib/RT/Extension/HelpDesk.pm
@@ -147,6 +147,20 @@ 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
+
+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".
+
+=head2 Next Steps
+
+Once the Help Desk extension is installed, there are a few optional steps to take to
+improve the help desk experience.
+
+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.
+
+2. Got to Admin->Global->Modify Reports MenuAdd and add the 'Support' dashboard to the "Reports" menu.
+
 =head1 AUTHOR
 
 Best Practical Solutions, LLC E<lt>modules at bestpractical.comE<gt>

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