Cookbook/Emergency Support Group

From Cerberus Helpdesk Wiki

Contents 1 Emergency Support 1.1 Add Group 1.2 Add Custom Fields 1.3 Mail Routing Rule 1.4 Worklist Setup 1.5 Address Book/Organization Import

[edit] Emergency Support

In this recipe, we will show you how to setup an emergency support group, import a list of email addresses who should have access to this group, and setup a worklist just for this group.

[edit] Add Group

The first step in this process is to setup a new group for emergency support. To do so, navigate to 'helpdesk setup' then click on the 'Groups' tab.

• Create a new group:

[edit] Add Custom Fields

The next step is to create a custom field on Organizations and Addresses. This is done on the 'Custom Fields' tab of 'helpdesk setup'. We are going to add a 'checkbox' type custom field named 'Emergency Support'. This custom field allows us to specify which Addresses and Organizations will have access to our Emergency Support Group.

• Create a new custom field:

• Sample custom field for organizations:

[edit] Mail Routing Rule

Next, we need to create a couple mail routing rules. This is done on the 'Mail Routing' tab of 'helpdesk setup'. Mail routing rules are used to make sure all emails sent to our specified address should actually be allowed into the 'Emergency Support' group. We will need two Mail Routing rules, one for Organizations and the other for Addresses. Both of these rules should be sticky, as we want to make sure these rules are applied to these tickets first. It's important to note, you will need to create a second rule for the Organization Custom Field, which will look identical to the first, except you will set it on 'Sender organization' instead of 'Sender Address' -> Emergency Support: Yes' instead.

• Mail Routing Rule:

[edit] Worklist Setup

The last and final step is to setup a worklist. This is not absolutely necessary, since Emergency Support has a dedicated group, but I will be covering how to do so anyways. If you've read my Cookbook:SLA recipe, you may remember that I mentioned there are many ways to setup a worklist, and that I was just showing one of the ways. This time, it's going to be done differently. Our first step is to head on over to 'mail', then click on 'Workflow' or 'Overview', then click on 'Emergency Support' and finally click on 'copy' in the top-right of the heading for the group. Select a workspace, or create a new one by entering a name into the box, and hit 'Save Changes' to populate the workspace with the worklist. If you don't provide a workspace name, and don't select a workspace from the ones that already exist, it will create a workspace with the name of 'New Workspace'.

• Copy 'Emergency Support' into a worklist:

• Save the worklist

[edit] Address Book/Organization Import

Our final step in this recipe is to import a list of Addresses and/or Organizations, and simultaneously apply the 'Emergency Support' custom field to them. To do this, we are going to need a list of Addresses/Organizations in CSV format. For the purposes of this recipe, I am using a list of fake email addresses. The important thing here is to make sure our CSV has a field we can map to our 'Emergency Support' field. At a minimum, this means we need two fields in our CSV file, one is the email address, the other should be the number 1 for those Addresses/Organizations that should have the custom field applied. Those Addresses/Organizations that do not have this field will not have the custom field applied to them. A sample CSV file in the proper format is below: http://wiki.cerb4.com/w/images/b/b7/Import.txt

Once you have your CSV file in the proper format, you need to import it into Cerb4. This is done by navigating to the 'Import' tab of 'address book'. Select the record type, then pick the file you wish to upload and click 'Upload'.

• Upload your CSV:

• Import your CSV: