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--- requirements [2005/09/24 14:27] – (old revision restored) 127.0.0.1
+++ requirements [2026/08/05 19:36] (current) – removed - external edit (Unknown date) 127.0.0.1
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-====== Requirements ======
-The helpdesk module will be noted "HD" for ease of writing.
-===== Entities defined for the module =====
-  * a USER is a person experiencing issues and requesting help from the helpdesk
-  * a CUSTOMER is a person or entity owning a CONTRACT to access the helpdesk
-  * a TECH is a person working on the helpdesk to solve USERs' problems
-  * an ATTENDANT is a person taking calls over the phone and allocating TICKETs to USERs
-  * a CONTRACT is the set of terms under which a CUSTOMER has access to the helpdesk, and its current state vector
-  * a TICKET is the initial entry point for an issue opened by a USER
-  * a FOLLOWUP represents additional action on a TICKET after it has been created.
-In most setups, it is expected that the ATTENDANT role will be filled by either the USERs themselves or the TECHs processing a phone call for hotline environments. This means this business-level entity has no code-level implementation.
-===== Links to existing drupal service =====
-==== taxonomy ====
-HD makes use of two taxonomies:
-  * HD Status : a list of the statuses 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 HD USER: can create tickets, submit followups, view own tickets and followups
-  * Helpdesk > Customer	 : this represents the rights of the typical HD CUSTOMER: 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 TECH: can do all a CUSTOMER 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.