mirror of
https://gitea.mueller.network/extern/django-helpdesk.git
synced 2024-12-28 01:28:51 +01:00
5d80a689d9
Added a couple of sentences to explain that creation of a queue is a prerequisite for automatically creating tickets from e-mail.
47 lines
2.9 KiB
ReStructuredText
47 lines
2.9 KiB
ReStructuredText
Configuration
|
|
=============
|
|
|
|
Before django-helpdesk will be much use, you need to do some basic configuration. Most of this is done via the Django admin screens.
|
|
|
|
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 whatever 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 the management command on a regular basis.
|
|
|
|
Don't forget to set the relevant Django environment variables in your crontab::
|
|
|
|
*/5 * * * * /path/to/helpdesksite/manage.py get_email
|
|
|
|
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.
|
|
|
|
You will need to create a support queue, and associated login/host values, in the Django admin interface, in order for mail to be picked-up from the mail server and placed in the tickets table of your database. The values in the settings file alone, will not create the necessary values to trigger the get_email function.
|
|
|
|
4. If you wish to automatically escalate tickets based on their age, set up a cronjob to run the escalation command on a regular basis::
|
|
|
|
0 * * * * /path/to/helpdesksite/manage.py escalate_tickets
|
|
|
|
This will run the escalation process hourly, using the 'Escalation Days' setting for each queue to determine which tickets to escalate.
|
|
|
|
5. 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::
|
|
|
|
0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday,sunday --escalate-verbosely
|
|
|
|
This will, on a weekly basis, create exclusions for the coming weekend.
|
|
|
|
6. Log in to your Django admin screen, and go to the 'Sites' module. If the site ``example.com`` is listed, click it and update the details so they are relevant for your website.
|
|
|
|
7. If you do not send mail directly from your web server (eg, you need to use an SMTP server) then edit your ``settings.py`` file so it contains your mail server details::
|
|
|
|
EMAIL_HOST = 'XXXXX'
|
|
EMAIL_HOST_USER = 'YYYYYY@ZZZZ.PPP'
|
|
EMAIL_HOST_PASSWORD = '123456'
|
|
|
|
8. If you wish to use SOCKS4/5 proxy with Helpdesk Queue email operations, install PySocks manually. Please note that mixing both SOCKS and non-SOCKS email sources for different queues is only supported under Python 2; on Python 3, SOCKS proxy support is all-or-nothing: either all queue email sources must use SOCKS or none may use it. If you need this functionality on Python 3 please `let us know <https://github.com/django-helpdesk/django-helpdesk/issues/new>`_.
|
|
|
|
You're now up and running! Happy ticketing.
|