Setting up the OSInet helpdesk module for Drupal

Version info: $Id$

Prerequisites

• drupal 4.6.x
• MySQL 4.x
• PHP 5.0.x
• The Drupal taxonomy.module installed and active

Customization

Vocabularies in admin/taxonomy

The module makes use of two vocabularies:

• The helpdesk_severity vocabulary defines the levels of severity attached to the issue a ticket is describing. At install time, it is initialized to 3 levels. The module does nothing of them on its own, so they can be customized to your local support process.
• The helpdesk_status vocabulary defines the status an issue goes through. At install time, it is initialized to 3 levels: closed, opened, registered.

  closed

  Nothing more to do

  opened

  A specialist has looked into the issue but it is not solved yet

  registered

  Someone has keyed in the issue, but it has not yet been seen by a support specialist

  The module gives special meaning to NULL (issue hasn't been processed yet) and the first term, whatever its name (issue is closed). Other values can be customized to your local support process

The actual vids of the vocabularies being used are set up in the module settings page.

Settings in admin/settings/helpdesk

The optional integer ticket offset (defaults to 0) setting is added to node numbers to make larger values and mask the relationship to nodes to a minimal extent.

The optional ticket prefix (defaults to '') setting is prepended to the sum of node number and ticket prefix to build a non-numeric ticket number, which can be preferred in many situations.

The show users their current roles boolean setting is mostly useful when starting with the helpdesk module, to remind any user of their roles on the site. It is not specific to helpdesk, but displays all roles, and a special mention for the site admin, labeled as sysop.

© 2005 Ouest Systèmes Informatiques SARL. This documentation file is made available under a Creative Commons "Attribution/Share-Alike" license. Any non-compliant use requires a separate licence from the copyright owner.