Installation Instructions

Installation

1. Enable the module.
2. Edit 'Administer >> Content management >> Content types >> Support ticket':
   1. Set the desired Submission form settings (such as Title field label, Body field label, Minimum number of words, etc)
   2. Set the desired Workflow settings
   3. Set the desired Comment settings (recommended):
      • make comments read/write
      • make default display mode 'flat list - expanded'
      • make default display order 'Date - oldest first'
      • increase default comments per page
      • do not display comment controls
      • disable the comment subject field
      • display comment submission form below post or comments
3. Go to "Administer >> Support >> Clients >> Add client" and create one or more Support clients.
   If you only want to track tickets online, and send out notifications as tickets are created and updated, simply define the 'Client name' and 'Path'.
   If you want the ability to create and update tickets via email, you will need to open the 'Inbound email integration' section, check 'Integrate email', and fill out the rest of the information in that section. If integrating inbound email, you will need to create an email account for each client -- support will use this account to send and receive email.
   More information can be found in MAIL.txt.
4. If creating multiple Support clients, go to "Administer >> User management >> Roles" and create one role for each Support client. (This is an optional step and is only required if you want to prevent one client from viewing and updating the tickets of another client. If you are using this ticketing system internally, this may not be important to you.)
5. Go to "Administer >> User management >> Permissions" and assign the desired permissions.