From cd0af7e0f5efa433b07f9fc80f8bb470ca770997 Mon Sep 17 00:00:00 2001 From: Timothy Hobbs Date: Mon, 27 Jan 2020 20:01:57 +0100 Subject: [PATCH] Document new teams code --- docs/index.rst | 1 + docs/teams.rst | 14 ++++++++++++++ 2 files changed, 15 insertions(+) create mode 100644 docs/teams.rst diff --git a/docs/index.rst b/docs/index.rst index a3636cba..e93cbde2 100644 --- a/docs/index.rst +++ b/docs/index.rst @@ -16,6 +16,7 @@ Contents spam custom_fields integration + teams contributing license diff --git a/docs/teams.rst b/docs/teams.rst new file mode 100644 index 00000000..cd27aaef --- /dev/null +++ b/docs/teams.rst @@ -0,0 +1,14 @@ +Working with teams and larger organizations +=========================================== + +If you only have one or two people working on tickets, basic Queue setup is enough to get you going. You can now assign tickets to teams for better ticket filtering, reducing noise and improving organization efficiency. + +Rather than assigning tickets to teams directly, django-helpdesk allows you assign tickets to knowledge-base items and then assign knowledge base items to teams. + +Knowledge-base items can be in either public or private knowledge-base categories, so this organizational structure need not have any influence on the external appearance of your public helpdesk web portal. + +You can visit the 'Pinax Teams' page in your django admin in order to create a team and add team members. + +You can assign a knowledge-base item to a team on the Helpdesk admin page. + +Once you have set up teams. Unassigned tickets which are associated with a knowledge-base item will only be shown on the dashboard to those users who are members of the team which is associated with that knowledge-base item.