hd:requirements
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hd:requirements [2005/09/24 20:59] – (old revision restored) 127.0.0.1 | hd:requirements [2020/11/23 17:23] (current) – external edit 127.0.0.1 | ||
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+ | ===== Nagging questions ===== | ||
+ | * Should [[FOLLOWUP]]s be implemented as comments instead of nodes ? | ||
+ | * On the one hand, in many regards, they are to [[TICKET]]s 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. | ||
+ | * User deletion in drupal involved removing the user's nodes, in our case [[TICKET]]s, | ||
+ | * 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 | ||
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* a [[FOLLOWUP]] represents additional action on a [[TICKET]] after it has been created. | * a [[FOLLOWUP]] represents additional action on a [[TICKET]] after it has been created. | ||
+ | A UML [[class diagram]] is available representing the relations between these entities. | ||
- | + | ===== Services available | |
- | ==== Services available ==== | + | ==== To users ==== |
- | === To users === | + | |
* Create a ticket for an issue or have one created by an [[ATTENDANT]] | * Create a ticket for an issue or have one created by an [[ATTENDANT]] | ||
* Review any and all of owned tickets | * Review any and all of owned tickets | ||
* Submit a followup on any 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: | * Receive a notification when the status of any owned ticket changes, or when a followup is added: | ||
* initial release: by RSS | * initial release: by RSS | ||
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* later: by SMS | * later: by SMS | ||
* maybe someday: by fax | * maybe someday: by fax | ||
- | * Change the status of an owned ticket by adding a followup with a new status. | ||
* Obtain a contact point for the [[CUSTOMER]] managing one's HD [[CONTRACT]]s, | * Obtain a contact point for the [[CUSTOMER]] managing one's HD [[CONTRACT]]s, | ||
- | === To customers === | + | ==== To customers |
* Access the list of [[USER]] accounts attached to self | * Access the list of [[USER]] accounts attached to self | ||
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* Submit a ticket on behalf of an attached [[USER]]. | * Submit a ticket on behalf of an attached [[USER]]. | ||
* Add a followup to a ticket belonging to any 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 === | + | ==== To support techs ==== |
Mostly anything HD-related. This includes notably: | Mostly anything HD-related. This includes notably: | ||
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* submitting tickets and followups on behalf of [[USER]]s | * submitting tickets and followups on behalf of [[USER]]s | ||
* changing the owner of any [[CONTRACT]], | * changing the owner of any [[CONTRACT]], | ||
+ | * Change various generic HD-implemented settings: | ||
+ | * Toggle the display of user roles in user/< | ||
+ | * Set the ticket prefix and numbering base | ||
+ | |||
+ | |||
- | ==== UML class diagram for the helpdesk entities ==== | ||
- | The following is a UML class diagram of these entities, prior to physical modeling: | ||
- | {{ hd: | ||
===== Links to existing drupal service ===== | ===== Links to existing drupal service ===== | ||
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It is expected that admins of site using HD will define 3 roles and give each role the set of permissions matching these descriptions: | It is expected that admins of site using HD will define 3 roles and give each role the set of permissions matching these descriptions: | ||
- |
hd/requirements.1127595566.txt.gz · Last modified: 2020/11/23 17:23 (external edit)