.. 
                                 .,::;::::::
                           ..,::::::::,,,,:::      Jutda Helpdesk - A Django
                      .,,::::::,,,,,,,,,,,,,::     powered ticket tracker for
                  .,::::::,,,,,,,,,,,,,,,,,,:;r.        small enterprise
                .::::,,,,,,,,,,,,,,,,,,,,,,:;;rr.
              .:::,,,,,,,,,,,,,,,,,,,,,,,:;;;;;rr      (c) Copyright 2008
            .:::,,,,,,,,,,,,,,,,,,,,,,,:;;;:::;;rr
          .:::,,,,,,,,,,,,,,,,,,,,.  ,;;;::::::;;rr           Jutda
        .:::,,,,,,,,,,,,,,,,,,.    .:;;:::::::::;;rr
      .:::,,,,,,,,,,,,,,,.       .;r;::::::::::::;r;   All Rights Reserved
    .:::,,,,,,,,,,,,,,,        .;r;;:::::::::::;;:.
  .:::,,,,,,,,,,,,,,,.       .;r;;::::::::::::;:.
 .;:,,,,,,,,,,,,,,,       .,;rr;::::::::::::;:.   This software is released 
.,:,,,,,,,,,,,,,.    .,:;rrr;;::::::::::::;;.  under a limited-use license that
  :,,,,,,,,,,,,,..:;rrrrr;;;::::::::::::;;.  allows you to freely download this
   :,,,,,,,:::;;;rr;;;;;;:::::::::::::;;,  software from it's manufacturer and
    ::::;;;;;;;;;;;:::::::::::::::::;;,  use it yourself, however you may not
    .r;;;;:::::::::::::::::::::::;;;,  distribute it. For further details, see
     .r;::::::::::::::::::::;;;;;:,  the enclosed LICENSE file.
      .;;::::::::::::::;;;;;:,.
       .;;:::::::;;;;;;:,.  Please direct people who wish to download this
        .r;;;;;;;;:,.  software themselves to www.jutda.com.au.
          ,,,..

$Id$

#########################
0. Table of Contents
#########################

1. Licensing
2. Dependencies (pre-flight checklist)
3. Installation
4. Initial Configuration

#########################
1. Licensing
#########################

See the file 'LICENSE' for licensing terms and conditions.

#########################
2. Dependencies (pre-flight checklist)
#########################
1. Python 2.3+ 

2. Django (post-0.96, eg SVN checkout)

3. An existing WORKING Django project with database etc. If you
   cannot log into the Admin, you won't get this product working.


#########################
3. Installation
#########################

1. Place 'helpdesk' in your Python path

2. In your projects' settings.py file, add these lines to the INSTALLED_APPS
   setting:
   'helpdesk',
   'django.contrib.admin',

3. In your projects' urls.py file, add this line:
    (r'helpdesk/', include('helpdesk.urls')),

    You can substitute 'helpdesk/' for something else, eg 'support/' or even ''.

4. Ensure the admin line is un-hashed in urls.py:
    # Uncomment this for admin:
    (r'^admin/', include('django.contrib.admin.urls')),

    If you use helpdesk at the top of your domain (at /), ensure the admin 
    line comes BEFORE the helpdesk line.

5. In your project directory (NOT the helpdesk directory) run 
    ./manage.py syncdb
   to create database tables

6. Inside your MEDIA_ROOT folder, create a new folder called 'helpdesk' and 
   copy the contents of helpdesk/htdocs/ into it. Alternatively, create a
   symlink:
    ln -s /path/to/helpdesk/htdocs /path/to/media/helpdesk

#########################
4. Initial Configuration
#########################

1. Visit http://yoursite/admin/ and add a Helpdesk Queue. If you wish, 
   enter your POP3 or IMAP server details. 

   IMPORTANT NOTE: Any tickets created via POP3 or IMAP mailboxes will DELETE
   the original e-mail from the mail server.

2. Visit http://yoursite/helpdesk/ (or other path as defined in your urls.py) 

3. If you wish to automatically create tickets from the contents of an e-mail 
   inbox, set up a cronjob to run scripts/get_email.py on a regular basis. 

   Don't forget to set the relevant Django environment variables in your 
   crontab:

   */5 * * * * DJANGO_SETTINGS_MODULE='myproject.settings' python /path/to/helpdesk/scripts/get_email.py

   This will run the e-mail import every 5 minutes

   IMPORTANT NOTE: Any tickets created via POP3 or IMAP mailboxes will DELETE
   the original e-mail from the mail server.

4. If you wish to automatically escalate tickets based on their age, set up 
   a cronjob to run scripts/escalate_tickets.py on a regular basis:
   
   0 * * * * DJANGO_SETTINGS_MODULE='myproject.settings' python /path/to/helpdesk/scripts/escalate_tickets.py
   
   This will run the escalation process hourly, using the 'Escalation Hours' 
   setting for each queue to determine which tickets to escalate.

You're now up and running!