(Please click on the hexagons for more information)
The Helpdesk package is an incident and change management system. It can be used to keep track of interaction by clients and providers in Service Level Agreements (SLA), as a central place for client requests to be captured and starting point for the provider response and continual tracking until the request issue has been resolved. These operations fall under the category of "ticket management", and the Helpdesk has a wide range of functionality, having the ability to closely track Incidents such as Bug or SLA Requests, or Change, such as Feature, Training, Purchasing, etc., Requests.
Screenshot show a list display of all the Helpdesk "tickets" currently on the system.
The package includes a Perl script ~/packages/intranet-helpdesk/perl/import-pop3.perl that can be executed periodically by the package in order to check a POP3 account for incoming mail.
The script will try to parse ticket information and create a new ticket in a suitable ticket container (a project of type "Ticket Container"):
Please go to Admin -> Parameters -> intranet-helpdesk and set the following parameters:
After setting the parameter please use Admin -> Restart Server to activate these changes.
Error messages will be sent to the email in intranet-helpdesk.HelpdeskOwner.
Maturity
Related Object Types
Related Modules
Tutorial
im_helpdesk_home_component Returns a HTML table with the list of tickets of the current user. im_helpdesk_inbox_pop3_import_sweeper Check for new mail to be converted into tickets im_helpdesk_member_add_queue_component Component that returns a formatted HTML form allowing users to add queues to a ticket. im_helpdesk_new_ticket_ticket_rel Mark the ticket (ticket_id) as a duplicate of ticket_id_from_search im_helpdesk_project_component Returns a HTML table with the list of tickets for the current project. im_helpdesk_related_objects_component Returns a HTML component with the list of related tickets. im_helpdesk_related_tickets_component Replaced by im_helpdesk_related_objects_component im_helpdesk_similar_tickets_component Returns a HTML table with a list of tickets that are somehow "related" to the current ticket based on full-text similarity, configuration items, users etc. im_helpdesk_sourceforge_tracker_import_sweeper Loads the RSS contents of a SF tracker and inserts the ticktes into ]po[. im_helpdesk_ticket_age_number_per_queue Returns a HTML component with a bar chart with tickets and age per queue im_helpdesk_ticket_aging_diagram Returns a HTML component with a pie chart with top customer im_helpdesk_ticket_component Returns a HTML table with the list of tickets of the current user. im_helpdesk_ticket_queue_options Returns a list of Ticket Queue tuples suitable for ad_form im_helpdesk_ticket_sla_options Returns a list of SLA tuples suitable for ad_form on which the current_user_id can add tickets im_menu_tickets_admin_links Return a list of admin links to be added to the "projects" menu im_navbar_tree_helpdesk Creates an <ul> ...</ul> collapsable menu for the system's main NavBar. im_navbar_tree_helpdesk_ticket_type Show one of {Issue|Incident|Problem|Change} Management im_package_helpdesk_id Returns the package id of the intranet-helpdesk module im_package_helpdesk_id_helper im_ticket::add_reply Add a comment to the ticket as forum topic of type "reply". im_ticket::audit Write the audit trail im_ticket::check_permissions Check if the user can perform view, read, write or admin the ticket im_ticket::close_forum Set the ticket forum to "deleted" im_ticket::close_workflow Stop the ticket workflow. im_ticket::internal_sla_id Determines the "internal" SLA: This SLA is used for handling meta-tickets, such as a request to create an SLA for a user. im_ticket::new Create a new ticket. im_ticket::next_ticket_nr Create a new ticket_nr. im_ticket::notification::get_url im_ticket::notification_subscribe Subscribe a user to notifications on a specific ticket. im_ticket::notification_unsubscribe Unsubscribe a user to notifications on a specific ticket. im_ticket::set_status_id Set the ticket to the specified status. im_ticket::update_timestamp Set the specified timestamp(s) to now() im_ticket_action_close im_ticket_action_close_delete im_ticket_action_close_notify im_ticket_action_duplicated im_ticket_navbar Returns rendered HTML code for a horizontal sub-navigation bar for /intranet/projects/. im_ticket_nuke Nuke (complete delete from the database) a ticket. im_ticket_options Returns a list of Tickets suitable for ad_form im_ticket_permission_read_sql Returns a SQL statement that returns the list of ticket_ids that are readable for the user im_ticket_permissions Fill the "by-reference" variables read, write and admin with the permissions of $user_id on $ticket_id im_ticket_status_accepted im_ticket_status_assigned im_ticket_status_canceled im_ticket_status_cantreproduce im_ticket_status_closed im_ticket_status_customer_review im_ticket_status_deleted im_ticket_status_duplicate im_ticket_status_frozen im_ticket_status_internal_review im_ticket_status_invalid im_ticket_status_open im_ticket_status_outdated im_ticket_status_rejected im_ticket_status_resolved im_ticket_status_waiting_for_other im_ticket_status_wontfix im_ticket_timeline_component A set of dates during a ticket lifecycle im_ticket_type_bug_request im_ticket_type_change_ticket im_ticket_type_comment_request im_ticket_type_feature_request im_ticket_type_generic_problem_ticket im_ticket_type_idea im_ticket_type_incident_ticket im_ticket_type_nagios_alert im_ticket_type_permission_request im_ticket_type_problem_ticket im_ticket_type_project_change_request im_ticket_type_project_request im_ticket_type_purchase_request im_ticket_type_report_request im_ticket_type_sla_request im_ticket_type_telephony_request im_ticket_type_training_request im_ticket_type_user_story im_ticket_type_workplace_move_request
www/ | |
action-accepted.tcl | Mark tickets as "accepted" |
action-associate-2.adp | |
action-associate-2.tcl | Associate the ticket_ids in "tid" with one of the specified objects. |
action-associate.adp | |
action-associate.tcl | Allow the user to associate the current ticket with a new object using an OpenACS relationship. |
action-change-priority-2.adp | |
action-change-priority-2.tcl | |
action-change-priority.adp | |
action-change-priority.tcl | |
action-confirmed.tcl | Mark tickets as "confirmed" |
action-duplicated.tcl | We get here after the user has choosen the "Duplicate" action of a ticket. |
action-move-2.adp | |
action-move-2.tcl | |
action-move.adp | |
action-move.tcl | |
action-reassign-2.adp | |
action-reassign-2.tcl | |
action-reassign.adp | |
action-reassign.tcl | |
action-signoff.tcl | Mark tickets as "confirmed" |
action.tcl | Perform bulk actions on tickets |
admin/ | |
index.adp | |
index.tcl | |
dashboard.adp | |
dashboard.tcl | Ticket Dashboard |
index.adp | |
index.tcl | |
new-typeselect.adp | |
new-typeselect.tcl | We get redirected here from the ticket's "New" page if there are DynFields per object subtype and no type is specified. |
new.adp | |
new.tcl | |
notify-stakeholders.adp | |
notify-stakeholders.tcl | Notify everybody related to a number of tickets. |
nuke-2.adp | |
nuke-2.tcl | Remove a user from the system completely |
nuke.adp | |
nuke.tcl | Remove a ticket completely |
quote.adp | |
quote.tcl | |
reporting/ | |
ticket-by-customer-dept.tcl | Shows the results of the evaluated users |
request-sla-2.adp | |
request-sla-2.tcl | This page is called if a user is not a member of any SLA and doesn't have the right to see all tickets. |
request-sla.adp | |
request-sla.tcl | This page is called if a user is not a member of any SLA and doesn't have the right to see all tickets. |
ticket-select.adp | |
ticket-select.tcl | Shows a list of "Problem tickets" to which we can related the current "Incident Ticket". |
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