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hd:requirements

Requirements

The helpdesk module will be noted “HD” for ease of writing.

Nagging questions

  • Should HD Ticket Followupss be implemented as comments instead of nodes ?
    • On the one hand, in many regards, they are to HD Ticketss what comments are to usual nodes on drupal
    • On the other hand, there seems to be a trend amongst drupal developers (except the first of them :-() to move away from the current separate implementation of nodes and comments and towards a unified node implementation.
  • How will this assist with customer billing and record keeping?
    • How will customer credits and payments be stored?
    • How will this address hours spent?
    • How can invoices be generated?

Here is how I see it:

  • credits and payments are created as tickets and followups with negative billed values, meaning their duration, when substracted from the running credit total, actually adds to it, extending the contract.
  • tickets have a txnid linking back to a transaction in the ecommerce module, where all the financial part of billing is done. Of course, if using another ecommerce module, the txnid can be used to store a transaction id in this other module
  • invoices are generated by the ecommerce module
  • hours spent (or number of issues) are simply calculated per-contract by adding the duration entered for every followup bound to the contract

Entities defined for the module

  • a USER is a person experiencing issues and requesting help from the helpdesk
  • a Customers is a person or entity owning a HD Contracts to access the helpdesk
  • a HD Techs is a person working on the helpdesk to solve USERs' problems
  • an ATTENDANT is a person taking calls over the phone or receiving them by fax or mail, and allocating HD Ticketss to USERs
  • a HD Contracts is the set of terms under which a Customers has access to the helpdesk, and its current state vector
  • a HD Tickets is the initial entry point for an issue opened by a USER
  • a HD Ticket Followups represents additional action on a HD Tickets after it has been created.

A UML UML class diagram for the helpdesk entities is available representing the relations between these entities.

Services available

To users

  • Create a ticket for an issue or have one created by an ATTENDANT
  • Review any and all of owned tickets
  • Submit a followup on any of owned tickets
  • Change the status of an owned ticket by adding a followup with a new status.
  • Receive a notification when the status of any owned ticket changes, or when a followup is added:
    • initial release: by RSS
    • later: by email
    • later: by SMS
    • maybe someday: by fax
  • Obtain a contact point for the Customers managing one's HD HD Contractss, typically a drupal user identifier and the attached public information

To customers

  • Access the list of USER accounts attached to self
  • Access the list of HD Contractss owned by self
  • Access the list of HD Ticketss owned by USERs attached to self
  • Suspend/Resume access to any HD Contracts by an attached USER
  • Suspend/Resume the validity of any HD Contracts owned by self, if allowed by system setup
  • Submit a ticket on behalf of an attached USER.
  • Add a followup to a ticket belonging to any attached USER.
  • Change the status of a ticket owned by any attached USER by adding a followup with a new status.

To support techs

Mostly anything HD-related. This includes notably:

taxonomy

HD makes use of two vocabularies:

  • HD Status : a list of the status values defined by the HD site admin. HD only requirement is that the first value defined in the taxonomy represents the state a ticket is in where the issue no longer needs anything done.
  • HD Severity : a list of the severity levels defined by the HD site admin. HD makes no use of this.

e-commerce

HD tickets can link to an e-commerce transaction, allowing for faster resource allocation decisions on tickets submitted without a support contract, and for code-based generation of contract by the e-commerce module, which could be useful for the automatic setup of warranty HD access.

access control

HD access relies on drupal permissions (admin/access). Three composite levels of permissions are defined:

  • Helpdesk > User : this represents the rights of the typical USER: can create tickets, submit followups, view own tickets and followups
  • Helpdesk > Customer : this represents the rights of the typical Customers: can check their contract status (billing), suspend/reactivate their contract if this feature has been enabled, check all support tickets and followups for the users bound to them
  • Helpdesk > Tech : this represents the most extensive set of rights, typical of HD Techs: can do all a Customers can, but also create/revoke contracts, modifiy their values, create tickets, and followups, etc.

It is expected that admins of site using HD will define 3 roles and give each role the set of permissions matching these descriptions: role user gets “Helpdesk > User”, role customer get “Helpdesk > Customer” and usually “Helpdesk > User” to be able to function as a user too, and role tech gets all three permissions, for situations where there are techs besides the actual Drupal admin.

hd/requirements.txt · Last modified: 2007/12/22 15:45 (external edit)