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  <div class="section" id="configuration">
<h1>Configuration<a class="headerlink" href="#configuration" title="Permalink to this headline">¶</a></h1>
<p>Before django-helpdesk will be much use, you need to do some basic configuration. Most of this is done via the Django admin screens.</p>
<ol class="arabic">
<li><p class="first">Visit <tt class="docutils literal"><span class="pre">http://yoursite/admin/</span></tt> and add a Helpdesk Queue. If you wish, enter your POP3 or IMAP server details.</p>
<p><strong>IMPORTANT NOTE</strong>: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.</p>
</li>
<li><p class="first">Visit <tt class="docutils literal"><span class="pre">http://yoursite/helpdesk/</span></tt> (or whatever path as defined in your <tt class="docutils literal"><span class="pre">urls.py</span></tt>)</p>
</li>
<li><p class="first">If you wish to automatically create tickets from the contents of an e-mail inbox, set up a cronjob to run the management command on a regular basis.</p>
<p>Don&#8217;t forget to set the relevant Django environment variables in your crontab:</p>
<div class="highlight-python"><pre>*/5 * * * * /path/to/helpdesksite/manage.py get_email</pre>
</div>
<p>This will run the e-mail import every 5 minutes</p>
<p><strong>IMPORTANT NOTE</strong>: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.</p>
</li>
<li><p class="first">If you wish to automatically escalate tickets based on their age, set up a cronjob to run the escalation command on a regular basis:</p>
<div class="highlight-python"><pre>0 * * * * /path/to/helpdesksite/manage.py escalate_tickets</pre>
</div>
<p>This will run the escalation process hourly, using the &#8216;Escalation Hours&#8217; setting for each queue to determine which tickets to escalate.</p>
</li>
<li><p class="first">If you wish to exclude some days (eg, weekends) from escalation calculations, enter the dates manually via the Admin, or setup a cronjob to run a management command on a regular basis:</p>
<div class="highlight-python"><pre>0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday,sunday --escalate-verbosely</pre>
</div>
<p>This will, on a weekly basis, create exclusions for the coming weekend.</p>
</li>
<li><p class="first">Log in to your Django admin screen, and go to the &#8216;Sites&#8217; module. If the site <tt class="docutils literal"><span class="pre">example.com</span></tt> is listed, click it and update the details so they are relevant for your website.</p>
</li>
<li><p class="first">If you do not send mail directly from your web server (eg, you need to use an SMTP server) then edit your <tt class="docutils literal"><span class="pre">settings.py</span></tt> file so it contains your mail server details:</p>
<div class="highlight-python"><div class="highlight"><pre><span class="n">EMAIL_HOST</span> <span class="o">=</span> <span class="s">&#39;XXXXX&#39;</span>
<span class="n">EMAIL_HOST_USER</span> <span class="o">=</span> <span class="s">&#39;YYYYYY@ZZZZ.PPP&#39;</span>
<span class="n">EMAIL_HOST_PASSWORD</span> <span class="o">=</span> <span class="s">&#39;123456&#39;</span>
</pre></div>
</div>
</li>
</ol>
<p>You&#8217;re now up and running! Happy ticketing.</p>
</div>


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Rebuilt HTML documentation 2011-02-05 06:11:34 +01:00			`<div class="section" id="configuration">`
			`<h1>Configuration<a class="headerlink" href="#configuration" title="Permalink to this headline">¶</a></h1>`
Add first round of proper documentation. Mostly taken from the README at this stage. 2011-02-05 00:13:37 +01:00			`<p>Before django-helpdesk will be much use, you need to do some basic configuration. Most of this is done via the Django admin screens.</p>`
			`<ol class="arabic">`
			`<li><p class="first">Visit <tt class="docutils literal"><span class="pre">http://yoursite/admin/</span></tt> and add a Helpdesk Queue. If you wish, enter your POP3 or IMAP server details.</p>`
			`<p><strong>IMPORTANT NOTE</strong>: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.</p>`
			`</li>`
			`<li><p class="first">Visit <tt class="docutils literal"><span class="pre">http://yoursite/helpdesk/</span></tt> (or whatever path as defined in your <tt class="docutils literal"><span class="pre">urls.py</span></tt>)</p>`
			`</li>`
			`<li><p class="first">If you wish to automatically create tickets from the contents of an e-mail inbox, set up a cronjob to run the management command on a regular basis.</p>`
			`<p>Don’t forget to set the relevant Django environment variables in your crontab:</p>`
			`<div class="highlight-python"><pre>/5 * * * /path/to/helpdesksite/manage.py get_email</pre>`
			`</div>`
			`<p>This will run the e-mail import every 5 minutes</p>`
			`<p><strong>IMPORTANT NOTE</strong>: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.</p>`
			`</li>`
			`<li><p class="first">If you wish to automatically escalate tickets based on their age, set up a cronjob to run the escalation command on a regular basis:</p>`
			`<div class="highlight-python"><pre>0 * * * * /path/to/helpdesksite/manage.py escalate_tickets</pre>`
			`</div>`
			`<p>This will run the escalation process hourly, using the ‘Escalation Hours’ setting for each queue to determine which tickets to escalate.</p>`
			`</li>`
			`<li><p class="first">If you wish to exclude some days (eg, weekends) from escalation calculations, enter the dates manually via the Admin, or setup a cronjob to run a management command on a regular basis:</p>`
			`<div class="highlight-python"><pre>0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday,sunday --escalate-verbosely</pre>`
			`</div>`
			`<p>This will, on a weekly basis, create exclusions for the coming weekend.</p>`
			`</li>`
			`<li><p class="first">Log in to your Django admin screen, and go to the ‘Sites’ module. If the site <tt class="docutils literal"><span class="pre">example.com</span></tt> is listed, click it and update the details so they are relevant for your website.</p>`
			`</li>`
			`<li><p class="first">If you do not send mail directly from your web server (eg, you need to use an SMTP server) then edit your <tt class="docutils literal"><span class="pre">settings.py</span></tt> file so it contains your mail server details:</p>`
			`<div class="highlight-python"><div class="highlight"><pre><span class="n">EMAIL_HOST</span> <span class="o">=</span> <span class="s">'XXXXX'</span>`
			`<span class="n">EMAIL_HOST_USER</span> <span class="o">=</span> <span class="s">'YYYYYY@ZZZZ.PPP'</span>`
			`<span class="n">EMAIL_HOST_PASSWORD</span> <span class="o">=</span> <span class="s">'123456'</span>`
			`</pre></div>`
			`</div>`
			`</li>`
			`</ol>`
			`<p>You’re now up and running! Happy ticketing.</p>`
			`</div>`


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