django-helpdesk/README.rst

django-helpdesk - A Django powered ticket tracker for small enterprise.
=======================================================================

Copyright 2009-11 Jutda and Ross Poulton. All Rights Reserved. See LICENSE for details.

django-helpdesk was formerly known as Jutda Helpdesk, named after the 
company who originally created it. As of January 2011 the name has been 
changed to reflect what it really is: a Django-powered ticket tracker with
contributors reaching far beyond Jutda.

Complete documentation is available in the docs/ directory, or online at http://django-helpdesk.readthedocs.org/.

You can see a demo installation at http://demo.jutdahelpdesk.com

Licensing
=========

See the file 'LICENSE' for licensing terms. Note that django-helpdesk is 
distributed with 3rd party products which have their own licenses. See 
LICENSE.3RDPARTY for license terms for included packages.

Dependencies (pre-flight checklist)
===================================

1. Python 2.4+ 
2. Django (1.2 or newer)
3. An existing WORKING Django project with database etc. If you
   cannot log into the Admin, you won't get this product working.

**NOTE REGARDING SQLITE AND SEARCHING:**
If you use sqlite as your database, the search function will not work as
effectively as it will with other databases due to its inability to do
case-insensitive searches. It's recommended that you use PostgreSQL or MySQL
if possible. For more information, see this note in the Django documentation:
http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching

When you try to do a keyword search using sqlite, a message will be displayed
to alert you to this shortcoming. There is no way around it, sorry.

Upgrading from previous versions
================================

If you are upgrading from a previous version of django-helpdesk, you should 
read the UPGRADING file to learn what changes you will need to make to get 
the current version of django-helpdesk working.

1. Find out your current version of django-helpdesk. In the 'helpdesk' folder,
   use the 'svn' command to find the current revision::

      svn info .

   Look for the 'Revision' line, eg::

      Revision: 92

2. Read through the UPGRADE file, looking for any changse made _after_ that 
   revision. Apply the commands provided in order from oldest to most recent.

3. Restart your web server software (eg Apache) or FastCGI instance, to ensure
   the latest changes are in use.

4. Continue to the 'Initial Configuration' area, if needed.

Installation
============

``pip install django-helpdesk``

For further installation information see docs/install.html and docs/configuration.html
Add blurb re: renaming from Jutda Helpdesk 2011-01-26 00:10:30 +01:00			`django-helpdesk - A Django powered ticket tracker for small enterprise.`
Update README 2011-02-05 05:51:34 +01:00			`=======================================================================`
* Removed horrid license - moved to BSD. * Removed horrid file headers * Added API - Mostly untested at this stage. Works via HTTP POST. * Added API documentation 2008-02-06 05:36:07 +01:00
Update README 2011-02-05 05:59:24 +01:00			`Copyright 2009-11 Jutda and Ross Poulton. All Rights Reserved. See LICENSE for details.`
* Add README and LICENSE files * Add e-mail templates for submitter-based emails * Add send_multipart_email() to lib.py - sends HTML/plain emails * Add 'Take' link to unassigned tickets on ticket detail view * Add Description to ticket detail view * When resolving ticket, copy comment into ticket resolution * Display resolution and 'Accept & Close' link on ticket detail view * Create scripts/ folder * Added POP/IMAP details to Queue model * Added get_email.py; polls POP/IMAP boxes & creates ticket * Added keyword search functionality 2008-01-07 21:22:13 +01:00
Add blurb re: renaming from Jutda Helpdesk 2011-01-26 00:10:30 +01:00			`django-helpdesk was formerly known as Jutda Helpdesk, named after the`
			`company who originally created it. As of January 2011 the name has been`
			`changed to reflect what it really is: a Django-powered ticket tracker with`
			`contributors reaching far beyond Jutda.`

Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00			`Complete documentation is available in the docs/ directory, or online at http://django-helpdesk.readthedocs.org/.`

Update README 2011-02-05 05:59:24 +01:00			`You can see a demo installation at http://demo.jutdahelpdesk.com`

			`Licensing`
			`=========`
* Add README and LICENSE files * Add e-mail templates for submitter-based emails * Add send_multipart_email() to lib.py - sends HTML/plain emails * Add 'Take' link to unassigned tickets on ticket detail view * Add Description to ticket detail view * When resolving ticket, copy comment into ticket resolution * Display resolution and 'Accept & Close' link on ticket detail view * Create scripts/ folder * Added POP/IMAP details to Queue model * Added get_email.py; polls POP/IMAP boxes & creates ticket * Added keyword search functionality 2008-01-07 21:22:13 +01:00
Change references to Jutda Helpdesk to django-helpdesk as that should be the real name for this project IMHO. 2011-01-26 00:08:41 +01:00			`See the file 'LICENSE' for licensing terms. Note that django-helpdesk is`
Add 'UPGRADE' file so that upgrade instructions can be easily listed, especially in the case of database changes. Aim is to list any SQL commands needed for ugprade in this file. Listed UPGRADE in the README file, and updated snippet about 3rd party licenses. 2009-01-23 11:35:53 +01:00			`distributed with 3rd party products which have their own licenses. See`
Remove files for nicEdit and update README/LICENSE as it's no longer used. 2009-01-20 09:13:54 +01:00			`LICENSE.3RDPARTY for license terms for included packages.`
* Add README and LICENSE files * Add e-mail templates for submitter-based emails * Add send_multipart_email() to lib.py - sends HTML/plain emails * Add 'Take' link to unassigned tickets on ticket detail view * Add Description to ticket detail view * When resolving ticket, copy comment into ticket resolution * Display resolution and 'Accept & Close' link on ticket detail view * Create scripts/ folder * Added POP/IMAP details to Queue model * Added get_email.py; polls POP/IMAP boxes & creates ticket * Added keyword search functionality 2008-01-07 21:22:13 +01:00
Update README 2011-02-05 05:59:24 +01:00			`Dependencies (pre-flight checklist)`
			`===================================`
* Add README and LICENSE files * Add e-mail templates for submitter-based emails * Add send_multipart_email() to lib.py - sends HTML/plain emails * Add 'Take' link to unassigned tickets on ticket detail view * Add Description to ticket detail view * When resolving ticket, copy comment into ticket resolution * Display resolution and 'Accept & Close' link on ticket detail view * Create scripts/ folder * Added POP/IMAP details to Queue model * Added get_email.py; polls POP/IMAP boxes & creates ticket * Added keyword search functionality 2008-01-07 21:22:13 +01:00
Update README 2011-02-05 05:51:34 +01:00			`1. Python 2.4+`
Change references to Jutda Helpdesk to django-helpdesk as that should be the real name for this project IMHO. 2011-01-26 00:08:41 +01:00			`2. Django (1.2 or newer)`
* Remove dependency on markdown * Use nicEditor in 'create ticket' screens to allow HTML entry. 2008-01-16 04:23:43 +01:00			`3. An existing WORKING Django project with database etc. If you`
Minor readme updates 2008-01-15 00:12:27 +01:00			`cannot log into the Admin, you won't get this product working.`
* Add README and LICENSE files * Add e-mail templates for submitter-based emails * Add send_multipart_email() to lib.py - sends HTML/plain emails * Add 'Take' link to unassigned tickets on ticket detail view * Add Description to ticket detail view * When resolving ticket, copy comment into ticket resolution * Display resolution and 'Accept & Close' link on ticket detail view * Create scripts/ folder * Added POP/IMAP details to Queue model * Added get_email.py; polls POP/IMAP boxes & creates ticket * Added keyword search functionality 2008-01-07 21:22:13 +01:00
Update README 2011-02-05 05:51:34 +01:00			`NOTE REGARDING SQLITE AND SEARCHING:`
Add note about case-sensitivity of searching when using SQLite to README. Fixes issue #43. 2009-01-22 08:33:30 +01:00			`If you use sqlite as your database, the search function will not work as`
			`effectively as it will with other databases due to its inability to do`
			`case-insensitive searches. It's recommended that you use PostgreSQL or MySQL`
			`if possible. For more information, see this note in the Django documentation:`
			`http://docs.djangoproject.com/en/dev/ref/databases/#sqlite-string-matching`

Fixes issue #52: Add message to search screen if system is running sqlite. 2009-03-08 06:49:08 +01:00			`When you try to do a keyword search using sqlite, a message will be displayed`
			`to alert you to this shortcoming. There is no way around it, sorry.`

Update README 2011-02-05 05:59:24 +01:00			`Upgrading from previous versions`
			`================================`
Add 'UPGRADE' file so that upgrade instructions can be easily listed, especially in the case of database changes. Aim is to list any SQL commands needed for ugprade in this file. Listed UPGRADE in the README file, and updated snippet about 3rd party licenses. 2009-01-23 11:35:53 +01:00
Change references to Jutda Helpdesk to django-helpdesk as that should be the real name for this project IMHO. 2011-01-26 00:08:41 +01:00			`If you are upgrading from a previous version of django-helpdesk, you should`
Add 'UPGRADE' file so that upgrade instructions can be easily listed, especially in the case of database changes. Aim is to list any SQL commands needed for ugprade in this file. Listed UPGRADE in the README file, and updated snippet about 3rd party licenses. 2009-01-23 11:35:53 +01:00			`read the UPGRADING file to learn what changes you will need to make to get`
Change references to Jutda Helpdesk to django-helpdesk as that should be the real name for this project IMHO. 2011-01-26 00:08:41 +01:00			`the current version of django-helpdesk working.`
Add 'UPGRADE' file so that upgrade instructions can be easily listed, especially in the case of database changes. Aim is to list any SQL commands needed for ugprade in this file. Listed UPGRADE in the README file, and updated snippet about 3rd party licenses. 2009-01-23 11:35:53 +01:00
Change references to Jutda Helpdesk to django-helpdesk as that should be the real name for this project IMHO. 2011-01-26 00:08:41 +01:00			`1. Find out your current version of django-helpdesk. In the 'helpdesk' folder,`
Update README 2011-02-05 05:51:34 +01:00			`use the 'svn' command to find the current revision::`
Add 'UPGRADE' file so that upgrade instructions can be easily listed, especially in the case of database changes. Aim is to list any SQL commands needed for ugprade in this file. Listed UPGRADE in the README file, and updated snippet about 3rd party licenses. 2009-01-23 11:35:53 +01:00
Update README 2011-02-05 05:51:34 +01:00			`svn info .`
Add 'UPGRADE' file so that upgrade instructions can be easily listed, especially in the case of database changes. Aim is to list any SQL commands needed for ugprade in this file. Listed UPGRADE in the README file, and updated snippet about 3rd party licenses. 2009-01-23 11:35:53 +01:00
Update README 2011-02-05 05:51:34 +01:00			`Look for the 'Revision' line, eg::`
Add 'UPGRADE' file so that upgrade instructions can be easily listed, especially in the case of database changes. Aim is to list any SQL commands needed for ugprade in this file. Listed UPGRADE in the README file, and updated snippet about 3rd party licenses. 2009-01-23 11:35:53 +01:00
Update README 2011-02-05 05:51:34 +01:00			`Revision: 92`
Add 'UPGRADE' file so that upgrade instructions can be easily listed, especially in the case of database changes. Aim is to list any SQL commands needed for ugprade in this file. Listed UPGRADE in the README file, and updated snippet about 3rd party licenses. 2009-01-23 11:35:53 +01:00
			`2. Read through the UPGRADE file, looking for any changse made _after_ that`
			`revision. Apply the commands provided in order from oldest to most recent.`

			`3. Restart your web server software (eg Apache) or FastCGI instance, to ensure`
			`the latest changes are in use.`

			`4. Continue to the 'Initial Configuration' area, if needed.`

Update README 2011-02-05 05:59:24 +01:00			`Installation`
			`============`
* Add README and LICENSE files * Add e-mail templates for submitter-based emails * Add send_multipart_email() to lib.py - sends HTML/plain emails * Add 'Take' link to unassigned tickets on ticket detail view * Add Description to ticket detail view * When resolving ticket, copy comment into ticket resolution * Display resolution and 'Accept & Close' link on ticket detail view * Create scripts/ folder * Added POP/IMAP details to Queue model * Added get_email.py; polls POP/IMAP boxes & creates ticket * Added keyword search functionality 2008-01-07 21:22:13 +01:00
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00			``pip install django-helpdesk``
Big bugfix release - addresses a number of issues introduced in recent Django updates, and other bugs in the codebase. Many thanks to David Clymer and Chris Etcp for reporting these bugs and then providing fixes. Tickets closed: #3: BUG E-Mail Script Incompatible with Python 2.5 #4: BUG Failure on empty attachments #5: ENHANCEMENT Run scripts as command extensions [Backwards Compatible] #7: BUG Cannot view tickets when not logged in #8: BUG Overly broad error handling Note that #5 is backwards-incompatible, as you need to change any CRON or scheduler entries for the 'get_email.py', 'escalate_tickets.py' or 'create_escalation_exclusions.py' scripts. See the README file for the new commands. 2008-08-18 23:29:31 +02:00
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00			`For further installation information see docs/install.html and docs/configuration.html`
Document custom fields in README, and add AUTHORS file listing contributors I could remember. 2011-02-02 12:40:40 +01:00