forked from extern/django-helpdesk
274b9300f4
* Added escalation system that allows certain days to be excluded from escalation * New script to automatically create exclusions on user-defined days, eg easily add a years worth of saturdays & sundays to the exclusion system
134 lines
5.1 KiB
Plaintext
134 lines
5.1 KiB
Plaintext
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.,::;::::::
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..,::::::::,,,,::: Jutda Helpdesk - A Django
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.,,::::::,,,,,,,,,,,,,:: powered ticket tracker for
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.,::::::,,,,,,,,,,,,,,,,,,:;r. small enterprise
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.::::,,,,,,,,,,,,,,,,,,,,,,:;;rr.
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.:::,,,,,,,,,,,,,,,,,,,,,,,:;;;;;rr (c) Copyright 2008
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.:::,,,,,,,,,,,,,,,,,,,,,,,:;;;:::;;rr
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.:::,,,,,,,,,,,,,,,,,,,,. ,;;;::::::;;rr Jutda
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.:::,,,,,,,,,,,,,,,,,,. .:;;:::::::::;;rr
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.:::,,,,,,,,,,,,,,,. .;r;::::::::::::;r; All Rights Reserved
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.:::,,,,,,,,,,,,,,, .;r;;:::::::::::;;:.
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.:::,,,,,,,,,,,,,,,. .;r;;::::::::::::;:.
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.;:,,,,,,,,,,,,,,, .,;rr;::::::::::::;:. This software is released
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.,:,,,,,,,,,,,,,. .,:;rrr;;::::::::::::;;. under a limited-use license that
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:,,,,,,,,,,,,,..:;rrrrr;;;::::::::::::;;. allows you to freely download this
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:,,,,,,,:::;;;rr;;;;;;:::::::::::::;;, software from it's manufacturer and
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::::;;;;;;;;;;;:::::::::::::::::;;, use it yourself, however you may not
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.r;;;;:::::::::::::::::::::::;;;, distribute it. For further details, see
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.r;::::::::::::::::::::;;;;;:, the enclosed LICENSE file.
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.;;::::::::::::::;;;;;:,.
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.;;:::::::;;;;;;:,. Please direct people who wish to download this
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.r;;;;;;;;:,. software themselves to www.jutda.com.au.
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,,,..
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$Id$
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#########################
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0. Table of Contents
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#########################
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1. Licensing
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2. Dependencies (pre-flight checklist)
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3. Installation
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4. Initial Configuration
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#########################
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1. Licensing
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#########################
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See the file 'LICENSE' for licensing terms. Note that jQuery and nicEdit
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are both distributed with this product, and have their own licenses. See
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LICENSE.JQUERY and LICENSE.NICEDIT for their respective license terms.
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#########################
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2. Dependencies (pre-flight checklist)
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#########################
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1. Python 2.3+
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2. Django (post-0.96, eg SVN checkout)
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3. An existing WORKING Django project with database etc. If you
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cannot log into the Admin, you won't get this product working.
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#########################
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3. Installation
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#########################
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1. Place 'helpdesk' in your Python path. I use /var/django, others may use
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/usr/lib/python2.3/site-packages/ or a similar path.
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2. In your projects' settings.py file, add these lines to the INSTALLED_APPS
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setting:
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'helpdesk',
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'django.contrib.admin',
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3. In your projects' urls.py file, add this line:
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(r'helpdesk/', include('helpdesk.urls')),
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You can substitute 'helpdesk/' for something else, eg 'support/' or even ''.
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4. Ensure the admin line is un-hashed in urls.py:
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# Uncomment this for admin:
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(r'^admin/', include('django.contrib.admin.urls')),
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If you use helpdesk at the top of your domain (at /), ensure the admin
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line comes BEFORE the helpdesk line.
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5. In your project directory (NOT the helpdesk directory) run
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./manage.py syncdb
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to create database tables
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6. Inside your MEDIA_ROOT folder, create a new folder called 'helpdesk' and
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copy the contents of helpdesk/htdocs/ into it. Alternatively, create a
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symlink:
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ln -s /path/to/helpdesk/htdocs /path/to/media/helpdesk
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This application assumes all helpdesk media will be accessible at
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http://MEDIA_PATH/helpdesk/
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#########################
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4. Initial Configuration
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#########################
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1. Visit http://yoursite/admin/ and add a Helpdesk Queue. If you wish,
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enter your POP3 or IMAP server details.
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IMPORTANT NOTE: Any tickets created via POP3 or IMAP mailboxes will DELETE
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the original e-mail from the mail server.
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2. Visit http://yoursite/helpdesk/ (or other path as defined in your urls.py)
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3. If you wish to automatically create tickets from the contents of an e-mail
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inbox, set up a cronjob to run scripts/get_email.py on a regular basis.
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Don't forget to set the relevant Django environment variables in your
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crontab:
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*/5 * * * * DJANGO_SETTINGS_MODULE='myproject.settings' python /path/to/helpdesk/scripts/get_email.py
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This will run the e-mail import every 5 minutes
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IMPORTANT NOTE: Any tickets created via POP3 or IMAP mailboxes will DELETE
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the original e-mail from the mail server.
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4. If you wish to automatically escalate tickets based on their age, set up
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a cronjob to run scripts/escalate_tickets.py on a regular basis:
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0 * * * * DJANGO_SETTINGS_MODULE='myproject.settings' python /path/to/helpdesk/scripts/escalate_tickets.py
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This will run the escalation process hourly, using the 'Escalation Hours'
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setting for each queue to determine which tickets to escalate.
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5. If you wish to exclude some days (eg, weekends) from escalation calculations, enter
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the dates manually via the Admin, or setup a cronjob to run
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scripts/create_escalation_exclusions.py on a regular basis:
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0 0 * * 0 DJANGO_SETTINGS_MODULE='myproject.settings' python /path/to/helpdesk/scripts/create_escalation_exclusions.py --days saturday,sunday --verbose
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This will, on a weekly basis, create exclusions for the coming weekend.
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You're now up and running!
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