Screen-by-Screen/Group-Setup

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[edit] Group Setup

To get to Group Setup, click on 'group setup' in the upper right corner, or click on 'Group Configuration' on the Helpdesk Setup -> Groups screen.

The Group Setup area allows you to configure your groups to your needs. Please note, if you want to add a group you must do that from the Helpdesk Setup -> Groups screen.


[edit] Workflow

The Workflow tab allows you to add, remove and reorder buckets. Buckets are group-specific sub-folders.

  • Order: Buckets will be listed in numerical order based on the value entered in this field.
  • Bucket: The name of the bucket.
  • Assignable: If this box is checked, workers will be able to take tickets in this bucket.
  • Delete: If this box is checked, the bucket will be deleted when you hit 'Save Changes'.
  • Enter bucket names: You can create new buckets by entering their names in this box. One bucket per line.

[edit] Mail Preferences

The Mail Preferences tab allows you to configure Group-specific settings, some of which override the global helpdesk settings.

[edit] Anti Spam

You can configure the Anti-Spam behavior here.

  • When new messages have spam probability [x] or higher: You can set the spam probability percentage to 80%, 85%, 90%, 95%, or 99%.
  • Do nothing: Nothing will happen to messages which match the selected spam probability percentage.
  • Delete: Messages which match the selected spam probability percentage will be deleted.
  • Move to bucket for review: Messages which match the selected spam probability percentage will be moved to the selected bucket for human action.

[edit] Group E-mail Preferences

  • Send replies as e-mail: Worker replies and auto-responses to tickets in this group will be sent with this email as the "From:" and "Reply-to:" headers. Note: If you don't leave this field blank, It is important to make sure this e-mail address actually delivers mail to the helpdesk if you wish to receive replies from users via e-mail. If this field is left blank, the default value specified in Helpdesk Setup -> Mail Setup will be used.
  • Send replies as name: Worker replies and auto-responses to tickets in this group will be sent with this name in the "From:" header. If this field is left blank, the default value specified in Helpdesk Setup -> Mail Setup will be used.
  • Also prefix the replying worker's name as the sender: If this box is checked, the worker's name will be added at the front of the "From:" header.
  • Include the ticket's ID in subject line: If this box is checked, the Ticket ID (AKA Ticket Mask) will be prefixed in front of the Subject, and the below field will be revealed. It is recommended that you enable this option, as it has a number of benefits detailed in Why_ticket_masks_are_more_valuable_than_plain_ticket_IDs.
    • Subject Prefix: This field will be displayed if the above field is checked. You can enter anything you like in this box, though it may be helpful to put the Group name in this field.
  • Group E-mail Signature: This option allows you to specify a signature specific to this group. If this field is left blank, the default value specified in Helpdesk Setup -> Mail Setup will be used.
  • E-mail Tokens: Selecting a token from this list will insert that token into the 'Group E-mail Signature' field, which will be substituted by the Worker information specified in Helpdesk Setup -> Workers for the Worker sending the reply. Useful if you want to have your Worker's personal information in the signature of every reply they write.

[edit] New Ticket Auto-Response

You can set an Auto-Response for new tickets.

  • Send an auto-response when this group receives a new message?: If this box is checked, the auto-response when a new ticket is received will be enabled (for this group), and the below field will appear.
    • Send the following message: The message entered into this box will be sent automatically when this group receives new tickets.
    • E-mail Tokens: Selecting a token from this list will insert that token into the Auto-Response message field, which will be substituted by the appropriate information.

[edit] Close Ticket Auto-Response

You can set an Auto-Response for tickets when they are closed.

  • Send an auto-response when a ticket in this group is closed?: If this box is checked, the auto-response when a ticket is closed will be enabled (for this group), and the below field will appear.
    • Send the following message: The message entered into this box will be sent automatically when this group receives new tickets.
    • E-mail Tokens: Selecting a token from this list will insert that token into the Auto-Response message field, which will be substituted by the appropriate information.

[edit] Inbox Routing

Inbox Routing is similar to Mail Routing <link out here>, but specific to this Group. You can add a new rule by clicking the 'Add Inbox Routing Rule' button.

[edit] Add Rule

  • Rule Name: Enter the name you will identify this rule by.
  • Sticky: If checked, this rule will run on any tickets before non-sticky rules. Rules are normally automatically sorted by the parser by the number of hits each rule receives, so rules that match less tickets will run last.
  • Stackable: If checked, this rule will be combined with any subsequent matching rules. Normally, tickets will only be affected by the very first rule they match, but with this option checked, the helpdesk will keep checking subsequent rules for a match.

[edit] If these criteria match:

  • Curent Date/Time: If checked, the below options will be enabled for this rule.
    • Day of Week: If this box will checked, the parser will match the checked days. You can check one or more days, and the parser will match them all.
    • Time of Day: If this box is checked, the parser will match the time range you have picked in the selection boxes.

[edit] Message

  • Message: If this box is checked, the parser will match the following fields.
    • Subject: If this box is checked, the parser will match emails with text you specify in their subject.
    • From: If this box is checked, the parser will match emails from the specified email address(es).
    • To: If this box is checked, the parser will match emails to the specified email address(es).
    • Body Content: If this box is checked, the parser will match content entered into this box. The value in this box should be a regular expression. "/(how do|where can)/ will match emails with the words "how do" or "where can" in their body, but NOT emails with just "how" or "where" (or "how can" or "where do").

[edit] Message headers

  • Message Headers: If checked, several boxes will appear. You can enter header fields in the First (smaller) box and content in the second (larger) box. For example, if you enter 'reply-to' in the first box and 'sluther@cerbdemo.com' in the second box, the parser will match any emails with a reply-to header of 'sluther@cerbdemo.com'.

[edit] Ticket

  • Ticket: If checked, you will see check boxes for all custom fields you have enabled. If you check the boxes, you will then see field-specifc criteria.

[edit] Then perform these actions:

[edit] Members

The Members tab allows you to manage the members in this group. It is identical to the Members configuration of Helpdesk Setup -> Groups

[edit] Ticket Fields

Ticket Fields are identical to the globally-defined Custom Fields for Tickets, with the exception that they are Group-specific. These are useful if each group/department in your company needs to track different information.

  • Order: This number indicates the order the custom fields should be displayed in. Fields are displayed in ascending numerical order.
  • Field: You can change the name of the field by entering the desired name into this box.
  • Add new custom field: You can add a new custom field by selecting the field type and entering the name into the box.
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