NAME
   RT-Extension-HelpDesk - Default Help desk configuration for Request
   Tracker

RT VERSION
   Works with RT 5.

INSTALLATION
   perl Makefile.PL
   make
   make install
       May need root permissions

   Edit your /opt/rt5/etc/RT_SiteConfig.pm
       Add this line:

           Plugin('RT::Extension::HelpDesk');

       If you don't add the Plugin line and save, you will see errors in
       the next step.

   make initdb
       Only run this the first time you install this module.

       If you run this twice, you may end up with duplicate data in your
       database.

       If you are upgrading this module, check for upgrading instructions
       in case changes need to be made to your database.

   Clear your mason cache
           rm -rf /opt/rt5/var/mason_data/obj

   Restart your webserver

DESCRIPTION
   One common use for Request Tracker (RT) is tracking user issues,
   typically related to IT services. The "help desk" is often a department,
   either a designated help desk with many agents for large organizations,
   or sometimes only a one or two people who handle all IT services for a
   smaller organization.

   RT is used to track incoming user requests so they don't get lost and
   can be assigned to individual people to handle. It's also useful for
   gathering general reporting on the volume of user IT requests and what
   types of issues seem to generate the most issues.

   This extension provides an initialdata
   <https://docs.bestpractical.com/rt/latest/initialdata.html/> file to
   configure a queue with some sensible default rights configuration for a
   typical help desk. Once installed, you can then edit the configuration
   to best suit your needs.

   A video is available <https://youtu.be/3Yuqh7zGBJ0> that shows a sample
   RT with this extension installed and it should give you a good idea what
   will be added to your RT.

 Support Queue
   After installing, you'll see a new queue called Support for tracking all
   of the incoming help desk requests. You can change the name to anything
   you like after installing. In a typical configuration, you will also
   want to assign an RT email address, like [email protected] or
   [email protected] to create tickets in this queue.

 Rights
   Some typical initial rights are set on the Support queue. The system
   group "Everyone" gets a default set of rights to allow end users to
   create tickets. Everyone is system group provided with RT, and as the
   name implies it encompasses every user in RT.

   These rights are usually the minimum needed for a typical support desk.
   Anyone is able to write into our support address with a help desk
   question, and they can reply and follow-up on that request if we send
   them some questions.

   The extension also grants "ShowTicket" to the Requestor role. If your
   end users have access to RT's self service interface, this allows them
   to see only tickets where they are the Requestor, which should be the
   tickets they opened.

   Our internal support representatives will need many more rights to work
   on tickets. To make it easy to add and remove access for staff users,
   this extension creates Support group. Rights are granted to the group,
   so membership in the group is all a user needs to get those rights.

 Support Lifecycle
   RT allows you to create and configure custom workflows for each queue in
   the system. In RT a ticket workflow is known as a Lifecycle
   <https://docs.bestpractical.com/rt/latest/customizing/lifecycles.html>.
   This extension provies a custom lifecycle called "support" that defines
   the various statuses a ticket can be in.

   The custom statuses "waiting for customer" and "waiting for support"
   trigger some automation around replying to support requests.

   The automation applied to the support queue is designed to allow support
   staff to more easily keep track of support requests that need attention.
   There are two new Scrips that do the following:

   On Requestor Correspond Update Status To "waiting for support"
       Updates the ticket status to "waiting for support" when a requestor
       replies to a ticket. The requestor is typically the end user who is
       asking for support.

   On Non-Requestor Correspond Update Status To "waiting for customer"
       Updates the ticket status to "waiting for customer" when a user who
       is not a requestor on the ticket replies on the ticket. This usually
       means the support representative in charge of the ticket sent an
       email to the customer and is waiting for some feedback.

 Custom Fields
   RT allows you to define custom fields on tickets, which can be anything
   you need to record and track. This extension provides two common to a
   help desk, Severity and Service Impacted.

   Severity is a dropdown with typical High, Medium, Low values. As an RT
   admin, you can change these values or add to them at Admin > Custom
   Fields, then click on Severity.

   Service Impacted is an autocomplete type field, which means users can
   type in the box and if there is a defined value, it will autocomplete in
   a menu below the field. If the user needs to add a value that hasn't
   been used before, they can type in a completely new value. If you would
   prefer this to be a dropdown like Severity, you can change this in the
   admin section also.

 Support Dashboard
   This extension creates a dashboard called "Support", accessible to any
   member of the Support Group. This dashboard has a default saved search
   called "Highest severity tickets waiting on support".

   As the name suggests, this saved search shows all tickets waiting for
   support and displays them in order by severity, so the most important
   will be at the top.

 Next Steps
   This extension provides a good starting point and you can start using it
   right away. Here are some additional things you can do to customize your
   configuration:

   *   Create new user accounts for other staff and add them to the Support
       Group. You might also remove the root user if that user account
       won't be involved in support.

   *   Update the custom fields Severity and Service Impacted, changing the
       values in the dropdowns or adding other custom fields that better
       fit your system.

   *   Edit your templates to customize the default messages you send to
       users. You can find templates at Admin > Global > Templates. For
       example, the "Autoreply in HTML" is the default template that goes
       to users when they open a ticket.

   *   Users working primarily in support can edit their preferences and
       set Support as their default queue.

   *   Users can select Reports > Update this menu and add the Support
       dashboard to their reports menu. The RT administrator can do this
       for all users as well.

       (In RT 4.4, the menu is Home > Update this menu.)

AUTHOR
   Best Practical Solutions, LLC <[email protected]>

   All bugs should be reported via email to
       [email protected]
   or via the web at
       http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-HelpDesk
LICENSE AND COPYRIGHT
   This software is Copyright (c) 2021 by Best Practical LLC

   This is free software, licensed under:

     The GNU General Public License, Version 2, June 1991

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