Help desk
From Wikipedia
administrator
contact list help desk categories customer chief/co-worker project references
The help desk (used to be called ‚request tracker system‘, and in other systems a.k.a. ‚trouble ticket system) is to grasp and work on requests to the support. The customer page name is: helpdesk_cust.php and requires no authentication.
On this list any customer is able to view the request list (the ones, which are in progress currently) as knowledge database for solutions on a problem and the customer is able to start a new thread with a form.
After sending the request the customer receives a confirmation mail automatically, telling the number of the request. In case in the configuration file the variable '$rts_cust_acc' is set on 1, any customer needs only have a valid email address, otherwise the customer has to enter his surname (which must be listed in the table 'external contacts').On the right side of the main screen the user assigned requests will be displayed.
The link 'List‘ or the tab 'help desk' lead the customer to the overview of the requests.
In the first field a filter can be set, in case the amount of the requests is to big.
With the number of the request on the left side you come to the form mode, in which the request can be modified.
For to an user assigned request, the user is able to add comments, stop requests, and can move the request to an other users request of a customer Is the request accomplished from the support-co-worker, the customer will receive an email with the solution and the status is set on 'done', will the status set on 'open', the request will be add to the knowledge database. The knowledge database can be viewed for internal users over the link 'new query'.
The administrator is able to create categories in the admin module and assign them to groups or a single user. All requests according this category will be assigned to the set user (or group) automatically and appear on the main screen on the right side, in case the request is still not resolved.
