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OpenPSA.org > Documentation > Support Configuration article

Support Configuration article

The fields used for Support configuration article are shown below to be used in Support initialization.

  • Article->name: Configuration

  • Article->content: configuration options, code to define certain keys of the array $techsupport, the following are commonly used. NOTE: Do not use PHP opening or closing tags.

    • hidefields: array, keys are field names, set value to TRUE to hide the field from users, currently the following fields are hideable

      • priority: Hides to Priority field/column in editor and listings
      • severity: Hides to Severity field/column in editor and listings
      • fix_to: Hides to Fix To field/column in editor and listings
      • crmcompany: Hides the CRM Company mapping (feature is not yet implemented at all in the new ticket editor)
      • idstring: Hides the ID column in ticket listings (to save space)
      • noteType: Hides the note-type selector
      • targetOther: Hides the Other option from target selector (to force use of predefined targets only)
      • opened: Hides the opened time from lists
      • lastchanged: Hides the last action time from lists
      • street: hides street address from ticket editor
      • city: hides city from ticket editor
      • phone: hides phone from ticket editor
      • customer_id: hides customer id from ticket editor
      • customer_id2: hides the second customer id from ticket editor
      • email: Hides contact email address everywhere
      • email-cc: Hides CC email everywhere
      • listEmail: Hides contact email address from lists
      • feeling: hides feeling icons/selectors everywhere
      • listFeeling: hides feeling iconcs from lists

    • webuser_name: Username of the user used for email import or website integration and breaking locks that have not been properly unlocked, thus needs Admin privileges.

    • webuser_cname: Display name for the user above.

    • webuser_pwd: Password for the user above.

    • lock_timeout: Locks are valid for this many seconds, used to break locks that are not properly removed (due to whatever reason).

    • confirmCustomerEmailSend: Displays a confirmation dialog before allows checking of the box "Send as email to contact".

    • autoQuoteTicket: Automatically quotes ticket description when focus is brought to the note description field.

    • timeformat: Format of datetimes in PHPs date() format, separate keys for tickets and notes: $techsupport[TT][timeformat] and $techsupport[TN][timeformat].

    • logoutUrl: URL for logout procedure, used when integrating the support module to intranet for example.

    • user_group_guid: GUID for group object to use as the users group, by default __Nemein.Net User. NOTE: Must have rights to the __TechSupport -topic.

    • supervisor_group_guid: GUID for the group that acts as supervisors, DEPRECATED in favour of the ACL.

    • searchSameWindow: bool, if this is set then when clicking on a row in search results it will be opened in the same window, to get back click search on the top menu and you will be taken back and the ticket is unlocked (the default behaviour of opening new windows leaves the ticket locked when window is closed)

    • assignDontChangeStatus: bool, if this is set then the assign() method will not change the ticket status to "Assigned" unless it is "Unassigned" or "Closed".

    • globalFromOverride: string, global value for overriding the sender address, to make sure the personal emails of support personnel are never revealed by accident (if type is undefined for example)

    • assignFromOverride: bool, whether to override the sender address in assignation emails or not (auto-replies may not keep the ticket reference thus causing extra klutter to ticket list

    • assignFromOverrideAddress: string, use always this address to override sender address when assigning, implies assignFromOverride.

    • listTypeFilterMode: set to 'list' to do ticket type filtering in ticket list on UI level in stead of core, this has the advantage the the TTnotifyOpen can check across all types, however it also is a significant performance hit.

    • reOpenStatus: set ticket status to this value when automatically reopening (when email import adds a not to closed ticket for example, defaults to 1 (Assigned).

    • doNotAddHTMLBodies: set to true to prevent the email import from attaching HTML bodies of incoming messages to ticket/note

    • TTnoteOrder: how notes are sorted in ticket editor 'opened' for FIFO 'reverse opened' for LIFO

    • TTnoteListMode: set to 'thread' to automatically hide all but the latest note body in ticket editor, the +/- link hides/shows note bodies regardless of this setting.

    • TTnotifyOfOpen: Show the amount of open tickets assigned to user or groups user is member of in the list view (if not all of them are shown on the list currently)

    • pwdMgr: array, used for the password manager service (for email systems where password expiry is forced), key is username or __DEFAULT__, value is another array with the following keys:

      • mailto: string, where to sent notifications about expiry to
      • validity: int, time a password is valid, in seconds, set to 360024DAYS to get a good value
      • warning: int, time (again in seconds) to expiry after which standard notification emails will be sent every time the check is run (generally once a day)
      • panic: int, time (seconds) to expiry after which more urgent warning emails about imminent expiry are sent
      • lang: string, language code for emails
      • len: int, lenght of generated passwords

Example

$techsupport['pwdMgr']['__DEFAULT__']'mailto'="example@example.com";  
$techsupport['pwdMgr']['__DEFAULT__']'validity'=3600*24*42; //Password is valid 42 days  
$techsupport['pwdMgr']['__DEFAULT__']'warning'=3600*24*12; //start notifications 12 days b4 expiry  
$techsupport['pwdMgr']['__DEFAULT__']'panic'=3600*24*2; //start panic 2 days b4 expiry  
$techsupport['pwdMgr']['__DEFAULT__']'lang'='fi'; //Mails are in Finnish  
$techsupport['pwdMgr']['__DEFAULT__']'len'=8; //New passwords are 8 chars long

$techsupportlock_timeout=300; //5 minutes  
$techsupport[TT][timeformat]="d M Y G:i";  
$techsupport[TN][timeformat]="d M y G:i";  

$techsupportconfirmCustomerEmailSend=1;  
$techsupportautoQuoteTicket=1;  

$techsupport[hidefields][crmcompany]=1; //Field not implemented in editor yet  
$techsupport[hidefields][idstring]=1; //Save some space in the list
Created by Nemein Oy. Powered by Midgard CMS.
Updated 22/12/05