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]po[ ITSM Helpdesk

SLA Management (ITSM/ITIL) Help Desk/ Service Desk Configuration Manageent (ITSM/ITIL) Release Management (ITSM/ITIL) Customer Portal Change Management (ITSM/ITIL) Problem Management (ITSM/ITIL) Incident Management (ITSM/ITIL) ITSM Module

(Please click on the hexagons for more information)


The Helpdesk package is an incident and change management system.  It can be used to keep track of interaction by clients and providers in Service Level Agreements (SLA), as a central place for client requests to be captured and starting point for the provider response and continual tracking until the request issue has been resolved.  These operations fall under the category of "ticket management", and the Helpdesk has a wide range of functionality, having the ability to closely track Incidents such as Bug or SLA Requests, or Change, such as Feature, Training, Purchasing, etc., Requests.

 

                                                                         Screenshot show a list display of all the Helpdesk "tickets" currently on the system.


Bar charts for quick Status Overview:





 

References

Maturity

  • Active and Stable

Related Object Types

Related Modules

Tutorial


Package Documentation

Kind: Publicity:
[Library Files | Procedures | SQL Files | Content Pages] [Public Only | All]

TCL Libraries

tcl/intranet-helpdesk-procs.tcl        
tcl/sourceforge-import-procs.tcl        

TCL Procedures

im_helpdesk_home_component       Returns a HTML table with the list of tickets of the current user. 
im_helpdesk_new_ticket_ticket_rel       Marks ticket_id as a duplicate of ticket_id_from_search 
im_helpdesk_project_component       Returns a HTML table with the list of tickets for the current project. 
im_helpdesk_related_objects_component       Returns a HTML component with the list of related tickets. 
im_helpdesk_related_tickets_component       Replaced by im_helpdesk_related_objects_component 
im_helpdesk_sourceforge_tracker_import_sweeper       Loads the RSS contents of a SF tracker and inserts the ticktes into ]po[. 
im_helpdesk_ticket_aging_diagram       Returns a HTML component with a pie chart with top customer 
im_helpdesk_ticket_component       Returns a HTML table with the list of tickets of the current user. 
im_helpdesk_ticket_queue_options       Returns a list of Ticket Queue tuples suitable for ad_form 
im_helpdesk_ticket_sla_options       Returns a list of SLA tuples suitable for ad_form 
im_menu_tickets_admin_links       Return a list of admin links to be added to the "projects" menu 
im_navbar_tree_helpdesk       Creates an <ul> ...</ul> collapsable menu for the system's main NavBar. 
im_navbar_tree_helpdesk_ticket_type       Show one of {Issue|Incident|Problem|Change} Management 
im_package_helpdesk_id       Returns the package id of the intranet-helpdesk module 
im_ticket::add_reply       Add a comment to the ticket as forum topic of type "reply". 
im_ticket::audit       Write the audit trail 
im_ticket::check_permissions       Check if the user can perform view, read, write or admin the ticket 
im_ticket::close_forum       Set the ticket forum to "deleted" 
im_ticket::close_workflow       Stop the ticket workflow. 
im_ticket::internal_sla_id       Determines the "internal" SLA: This SLA is used for handling meta-tickets, such as a request to create an SLA for a user. 
im_ticket::new       Create a new ticket. 
im_ticket::new_from_hash       Create a new ticket. 
im_ticket::next_ticket_nr       Create a new ticket_nr. 
im_ticket::notification::get_url        
im_ticket::notification_subscribe       Subscribe a user to notifications on a specific ticket. 
im_ticket::notification_unsubscribe       Unsubscribe a user to notifications on a specific ticket. 
im_ticket::set_status_id       Set the ticket to the specified status. 
im_ticket::update_timestamp       Set the specified timestamp(s) to now() 
im_ticket_action_close        
im_ticket_action_close_delete        
im_ticket_action_close_notify        
im_ticket_action_duplicated        
im_ticket_navbar       Returns rendered HTML code for a horizontal sub-navigation bar for /intranet/projects/. 
im_ticket_nuke       Nuke (complete delete from the database) a ticket. 
im_ticket_options       Returns a list of Tickets suitable for ad_form 
im_ticket_permission_read_sql       Returns a SQL statement that returns the list of ticket_ids that are readable for the user 
im_ticket_permissions       Fill the "by-reference" variables read, write and admin with the permissions of $user_id on $ticket_id 
im_ticket_status_assigned        
im_ticket_status_canceled        
im_ticket_status_cantreproduce        
im_ticket_status_closed        
im_ticket_status_customer_review        
im_ticket_status_deleted        
im_ticket_status_duplicate        
im_ticket_status_frozen        
im_ticket_status_internal_review        
im_ticket_status_invalid        
im_ticket_status_open        
im_ticket_status_outdated        
im_ticket_status_rejected        
im_ticket_status_resolved        
im_ticket_status_waiting_for_other        
im_ticket_status_wontfix        
im_ticket_type_bug_request        
im_ticket_type_change_ticket        
im_ticket_type_feature_request        
im_ticket_type_generic_problem_ticket        
im_ticket_type_idea        
im_ticket_type_incident_ticket        
im_ticket_type_nagios_alert        
im_ticket_type_permission_request        
im_ticket_type_problem_ticket        
im_ticket_type_project_request        
im_ticket_type_purchase_request        
im_ticket_type_report_request        
im_ticket_type_sla_request        
im_ticket_type_telephony_request        
im_ticket_type_training_request        
im_ticket_type_workplace_move_request        

SQL Files

sql/postgresql/intranet-helpdesk-callbacks.sql        
sql/postgresql/intranet-helpdesk-create.sql        
sql/postgresql/intranet-helpdesk-drop.sql        
sql/postgresql/intranet-helpdesk-notifications-create.sql        
sql/postgresql/upgrade/upgrade-3.4.0.2.0-3.4.0.3.0.sql        
sql/postgresql/upgrade/upgrade-3.4.0.6.2-3.4.0.6.3.sql        
sql/postgresql/upgrade/upgrade-3.4.0.7.4-3.4.0.7.5.sql        
sql/postgresql/upgrade/upgrade-3.4.0.8.1-3.4.0.8.2.sql        
sql/postgresql/upgrade/upgrade-3.4.0.8.4-3.4.0.8.5.sql        
sql/postgresql/upgrade/upgrade-3.4.1.0.0-3.4.1.0.1.sql        
sql/postgresql/upgrade/upgrade-3.4.1.0.5-3.4.1.0.6.sql        
sql/postgresql/upgrade/upgrade-3.4.1.0.7-3.4.1.0.8.sql        
sql/postgresql/upgrade/upgrade-3.4.1.0.8-3.5.0.0.0.sql        
sql/postgresql/upgrade/upgrade-3.5.0.0.1-3.5.0.0.1.sql        
sql/postgresql/upgrade/upgrade-4.0.0.0.0-4.0.0.0.1.sql        
sql/postgresql/upgrade/upgrade-4.0.0.0.1-4.0.0.0.1.sql        
sql/postgresql/upgrade/upgrade-4.0.2.0.0-4.0.2.0.1.sql        
sql/postgresql/upgrade/upgrade-4.0.2.0.1-4.0.2.0.2.sql        
sql/postgresql/upgrade/upgrade-4.0.2.0.5-4.0.2.0.6.sql        
sql/postgresql/upgrade/upgrade-4.0.2.0.6-4.0.2.0.7.sql        
sql/postgresql/upgrade/upgrade-4.0.5.0.0-4.0.5.0.1.sql        
sql/postgresql/upgrade/upgrade-4.0.5.0.1-4.0.5.0.2.sql        
sql/postgresql/upgrade/upgrade-4.1.0.0.4-4.1.0.0.5.sql        
sql/postgresql/workflow-feature_request_wf-create.sql        
sql/postgresql/workflow-sla_request_wf-create.sql        
sql/postgresql/workflow-ticket_generic_wf-create.sql        

Content Files

www/
      action-change-priority-2.adp
      action-change-priority-2.tcl
      action-change-priority.adp
      action-change-priority.tcl
      action-duplicated.tcl We get here after the user has choosen the "Duplicate" action of a ticket.
      action.tcl Perform bulk actions on tickets
     admin/
           index.adp
           index.tcl
      index.adp
      index.tcl
      new-typeselect.adp
      new-typeselect.tcl We get redirected here from the ticket's "New" page if there are DynFields per object subtype and no type is specified.
      new.adp
      new.tcl
      notify-stakeholders.adp
      notify-stakeholders.tcl Notify everybody related to a number of tickets.
      nuke-2.adp
      nuke-2.tcl Remove a user from the system completely
      nuke.adp
      nuke.tcl Remove a ticket completely
      quote.adp
      quote.tcl
      related-objects-associate-2.adp
      related-objects-associate-2.tcl Associate the ticket_ids in "tid" with one of the specified objects.
      related-objects-associate.adp
      related-objects-associate.tcl Allow the user to associate the current ticket with a new object using an OpenACS relationship.
      request-sla-2.adp
      request-sla-2.tcl This page is called if a user is not a member of any SLA and doesn't have the right to see all tickets.
      request-sla.adp
      request-sla.tcl This page is called if a user is not a member of any SLA and doesn't have the right to see all tickets.
      ticket-bulk-assignment.tcl Buk assignment or removal of ticket members Pending further notice for -- INTERNAL USE -- only
      ticket-select.adp
      ticket-select.tcl Shows a list of "Problem tickets" to which we can related the current "Incident Ticket".
 

 


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