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141 lines
4.8 KiB
Plaintext
141 lines
4.8 KiB
Plaintext
Jutda Helpdesk - A Django powered ticket tracker for small enterprise.
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(c) Copyright 2008 Jutda. All Rights Reserved. See LICENSE for details.
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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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5. API Usage
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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 (1.0 alpha 1 or newer, or an SVN checkout after 7941).
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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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4. pygooglechart (needs minor mods to @staticmethod calls for python 2.3)
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http://pygooglechart.slowchop.com/
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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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from django.contrib import admin
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admin.autodiscover()
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(r'^admin/(.*)', admin.site.root),
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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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7. Inside your MEDIA_ROOT folder, inside the 'helpdesk' folder, is a folder
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called 'attachments'. Ensure your web server software can write to this
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folder - something like this should do the trick:
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chown www-data:www-data attachments/; chmod 700 attachments
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(substitute www-data for the user / group that your web server runs
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as, eg 'apache' or 'httpd')
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If all else fails ensure all users can write to it:
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chmod 777 attachments/
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This is NOT recommended, especially if you're on a shared server.
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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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#########################
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5. API Usage
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#########################
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Jutda Helpdesk includes an API accessible via HTTP POST requests, allowing
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you to create and alter tickets from 3rd party software and systems.
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For usage instructions and command syntax, see the file
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templates/helpdesk/api_help.html, or visit http://helpdesk/api/help/.
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