Support initialization

The Support module lacks initialization code in the OpenPSA Manager, you can initialize the module with the following procedure. Everything in Midgard should be done as Sitegroup Administrator.

Required operations

These are required for a working installation.

Create topic __TechSupport, this is where the tickets go, owner should be __Nemein.Net User
Create topic __TechSupport_Config, under this topic are all the configurations. Owner should be sitegroup-administrators.
Under __TechSupport_Config create article Configuration, content of this article is evaluated to set the configuration parameters
Under __TechSupport_Config create topic Type, this contains the ticket type definitions as articles, think through what types you wish to use, never delete any types after you have started using the module (or there will be inconsistencies)
Under __TechSupport_Config/Type create your type definitions as articles if you wish to use subtypes, create them as reply articles
Under __TechSupport_Config create topic Target, this contains the ticket target, again, think what targets (usually products) you wish to use, never delete any targets after you have started using the module (inconsistencies again)
Under __TechSupport_Config/Target create your target definitions as articles, version numbers should not be part of the target, use subtargets (reply-articles) instead
Under __TechSupport_Config create topic Priority, this is where priority labels go
Under __TechSupport_Config/Priority create priority labels (eg. Low, High) as articles, article title is used, use score to set the numeric value of each label (make sure not to have equal scores), the numeric values are used to order the priorities from lowest to highest
Under __TechSupport_Config create topic Severity, this is where severity labels go
Under __TechSupport_Config/Severity create severity labels (eg. Minor, Severe) as articles, these work exactly like priority labels
Under __TechSupport_Config create topic Publicity, here are your publicity labels
Under __TechSupport_Config/Publicity create publicity labels as articles, use score to set ordering (remember to make sure not to have equal score values)
Set up ACL (Access Control List) parameters for Groups/Departments/Persons per the ACL definition
Use cron (or similar service) and lynx(or similar text-only browser) to poll http://www.example.net/prefix/techsupport_ui/checks.html once a day, example command:

lynx --dump http://devel.openpsa.org/testing/techsupport_ui/checks.html

Optional operations

The following operations are optional, they're used to set up extra features.

Canned Answers

Under __TechSupport_Config create topic Canned Answers (notice the single space), this is used to hold your canned answers, you can edit and delete these at will.
Under __TechSupport_Config/Canned Answers create your canned answers as articles

SLA (Service Level Agreements)

Under __TechSupport_Config create topic SLA, this is where the SLA definitions go
Under __TechSupport_Config/SLA create SLAs as articles
Set the polling interval for http://www.example.net/prefix/techsupport_ui/checks.html to half of your shortest timeout

E-Mail import

Install fetchmail to the system
Edit supportmda.pl, change to URL to correspond to your OpenPsa host (remember the prefix if you use one), you need to create a separate copy for each different URL (for example when there are multiple sitegroups)
Configure .fetchmailrc for the mailbox(es) you wish to import
Use cron (or similar service) to periodically import the mails, remember to set fetchmail to use supportmda.pl as the local MDA, example command:
```
fetchmail -s -m ./supportmda.pl -u example -a mail.example.com
```
you need separate commands for each mailbox (or copy of supportmda.pl).

to run multiple fetchmails make a shell script to run each of the instances sequentially, fetchmail refuses to run if another instance is running, causing all kinds of trouble if you have multiple fetchmails in cron .

Check that the Type articles have extra3 set to make sure customer replies get to correct mailbox.

Assignation email template override

Under __TechSupport_Config create article AssignMailTemplate, the content of the article is the template for the assignation email

Configuration cache

Create root-level snippetdir OpenPSA_Cache if it doesn't exist yet, owner should be __Nemein.Net User
Under OpenPSA_Cache create snippet Support-Config