Audean Wiki - hd

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

In most setups, it is expected that the ATTENDANT role will be filled by either the USERs themselves or the HD Techss processing a phone call for hotline environments, or in some setups by the Customers: this typically happens on paid-for support contracts where a person within a customer company is designated as first-level, internal support, and creates (supposedly costly) tickets instead of the actual users, to prevent costly abuse of support contracts.

2005/11/06

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

2005/11/06 * hook_settings now includes vocabulary selection. * Added _helpdesk_get_terms(), used in hook_settings * restructured event/ticket to remove createForm() and replace it by a init/form pair as in HD Contractss. Now working yet. 2005/11/01 *

UML class diagram for the helpdesk entities

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

UML class diagram for the helpdesk entities The following is a UML class diagram of these entities, prior to physical modeling. The corresponding MySQL is listed on its own page [UML class diagram for helpdesk] Looking for more info about MySQL database modeling ? * Ask OSInet for support on your issue MySQL Modeling

missingNot yet created, or empty startedSome work done, not yet usable workableCan be used, but probably not complete okConsidered as OK for thi…

Questions (and Answers)

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

Questions (and Answers) If you're wondering about something about the helpdesk module and don't see how to ask on the wiki, you've come to the right place. Please add new questions below this line, most recent on top, and using this format: * mm/dd/yy Question: ?

Requirements

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

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

Drupal Helpdesk module section

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

Drupal Helpdesk module section Folders Pages at this level hd index hd index

HD Techs

anonymous@undisclosed.example.com (Anonymous) — Wed, 14 Apr 2021 09:34:18 +0000

HD Techs HD Techs * process queries submitted by USERs, possibly prefiltered by ATTENDANTs. * encode actual contracts as HD HD Contracts objects * manage the life of HD Contracts objects They can either access the query list on site (from the start) or (later) receive notifications from it:

HD Tickets

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

HD Tickets Tickets are what USERs get to link them to the trace of a problem recorded in the helpdesk system. Tickets are created either by users or by ATTENDANTs on their behalf. Depending on HD setup, tickets may be submitted in limbo and will be processed only when an

I need support from the helpdesk, what can I do ?

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

I need support from the helpdesk, what can I do ? * Request support by an offline method: your support provider may provide online, fax or mail access for support questions, but this is usually not the preferred means of support. If they do, you'll be in touch with either a call attendant or directly with a support technician, depending on the provider's choices. Once you are identified, you will normally receive a

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

The USER is the basic user of the HD module. He is the one assigned tickets for the issues for which he is requesting help from the helpdesk, and can issue HD Ticket Followupss to them. He is is bound to a Customers, who is the one actually managing the support contracts. Of course, any many cases, a user will also be a customer, so the roles and permissions will be combined.

Ideas for 1.0 or minor releases after 1.0

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

Ideas for 1.0 or minor releases after 1.0 * use theme functions to format blocks à la Drupal instead of hand-rolled HTML * there should be a (per-user) setting for the maximum length of HD blocks before paging occurs: lists are currently unlimited

anonymous@undisclosed.example.com (Anonymous) — Mon, 23 Nov 2020 17:23:36 +0000

* per-user settings can be stored in a more or less standard way using hook_user and/or user_save * something strange in PHP. It seems that global arrays defined in an INCLUDED files are local to the included file and their range disappears in the including file: