Merge pull request #331 from monotek/develop
removed doc dir - content of files is migrated to zammad.org/document…
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André Bauer
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7 changed files with 0 additions and 223 deletions
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* article
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A case consists of multiple articles. An article goes through a channel.
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* case
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All request are named case. In other systems this is also called issue, ticket, etc.
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* channel
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Channels are the incoming and outgoing ways where articles flow. They are assigned to groups. Channels can be e-mail, chat, twitter, etc. New channels can be added via the plugin mechanism.
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* group
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A group is a structure element like a container where cases are assigned to. A case can only be assigned to one group.
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* organization
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Organizations are used to group users. The common use case is to group the employees of a company to one organization.
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* overview
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Overviews are configurable lists of cases. There are system wide overviews, defined by an administrator and user defined. They are available for all roles.
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* role
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All permissions are role based. Access to groups are assigned to a role and also specific actions on requests depending on a users role.
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* textmodule
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While writing an article are textmodules available to assist the agent's work.
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* user
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Every persons which are used in Zammad are called person. Each person needs a minimum of one assigned role. Three roles are predefined: Administrator, Agent, Customer
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##List of available permissions in Zammad
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###Channel administrator
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Add, modify and delete channels.
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###Channel manager
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Modify channels.
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###Group administrator
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Add, modify and delete groups.
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###Group manager
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Modify groups.
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###System administrator
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Overall permission.
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###User administrator
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Manage users w/ type agent and user.
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###Customer administrator
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Is allowed to add, modify and delete customer.
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###Customer manager
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Has the permission to add and modify.
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###Organization administrator
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###Organization manager
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Use this README file to introduce your application and point to useful places in the API for learning more.
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Run "rake doc:app" to generate API documentation for your models, controllers, helpers, and libraries.
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1) App Boot
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1.1) app:init
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1.2) collection:init
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1.2.1) collection:ready
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1.3) websocket:init
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1.3.1) spool:sent
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1.3.2) session:takenover
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1.3.3) websocket:ready
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1.4) auth
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1.4.1) auth:login
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1.4.2) auth:logout
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1.5) nav:init
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1.5.1) nav:ready
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1.6) widget:init
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1.6.1) widget:ready
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1.7) footer:init
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1.7.1) footer:ready
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1.8) app:ready
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2) Task
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2.1) taskbar:init
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2.2) taskbar:ready
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2.2)
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trigger
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remove -> task:render
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notify -> task:render
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reset -> task:render
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3) generic events
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ui:rerender -> rebuild all views
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ui:rerender:content -> rebuild obly content view
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You can create emails this way:
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shell $> cat doc/test_mails/test1.eml | rails r 'Channel::MailStdin.new'
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Delivered-To: smith@g.example.com
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Received: by 10.223.83.206 with SMTP id g14csp143902fal;
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Mon, 17 Jun 2013 23:31:17 -0700 (PDT)
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X-Received: by 10.14.99.71 with SMTP id w47mr20952493eef.140.1371537077146;
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Mon, 17 Jun 2013 23:31:17 -0700 (PDT)
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Return-Path: <martin@samba.edenhofer.de>
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Received: from samba.edenhofer.de (samba.edenhofer.de. [78.46.73.150])
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by mx.google.com with ESMTP id i46si14748829eev.264.2013.06.17.23.31.16
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for <smith@g.example.com>;
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Mon, 17 Jun 2013 23:31:17 -0700 (PDT)
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Received-SPF: pass (google.com: best guess record for domain of martin@samba.edenhofer.de designates 78.46.73.150 as permitted sender) client-ip=78.46.73.150;
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Authentication-Results: mx.google.com;
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spf=pass (google.com: best guess record for domain of martin@samba.edenhofer.de designates 78.46.73.150 as permitted sender) smtp.mail=martin@samba.edenhofer.de
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Received: by samba.edenhofer.de (Postfix, from userid 501)
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id B087F500D37; Tue, 18 Jun 2013 07:31:18 +0100 (BST)
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X-Original-To: smith@example.com
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Delivered-To: martin@samba.edenhofer.de
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Received: from [10.0.0.231] (1-22-29-113.adsl.example.com [1.22.29.113])
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by samba.edenhofer.de (Postfix) with ESMTPSA id 23B5C500D31
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for <smith@example.com>; Tue, 18 Jun 2013 07:31:18 +0100 (BST)
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From: Mr. Smith <smith@example.com>
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Content-Type: text/plain; charset=iso-8859-1
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Content-Transfer-Encoding: quoted-printable
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Subject: =?iso-8859-1?Q?Some_Test_=C4=D6=DC=DF?=
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Message-Id: <7C456BD5-3964-4DE1-A0D5-B4C7DE3297FD@znuny.com>
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Date: Tue, 18 Jun 2013 08:31:17 +0200
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To: Mr. Smith <smith@example.com>
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Mime-Version: 1.0 (Mac OS X Mail 6.5 \(1508\))
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X-Mailer: Apple Mail (2.1508)
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Greetings to all which love to code! ;)
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Some Test =C4=D6=DC=DF
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Little "Skywalker"
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--
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Mr. Smith - <skywalker@zammad.org>
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--
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Old programmers never die. They just branch to a new address.=
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# Ticket-Attributes
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For ticket creation use "X-Zammad-Ticket-Attribute: some value", if you want to change
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ticket attributes on follow up, use "X-Zammad-Ticket-FollowUp-Attribute: some value".
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## X-Zammad-Ticket-Priority
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Example: X-Zammad-Ticket-Priority: (1 low|2 normal|3 high)
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Set priority of ticket (for whole list check your database).
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## X-Zammad-Ticket-Group
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Example: X-Zammad-Ticket-Group: [one system group]
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Presort of group (highest sort priority).
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## X-Zammad-Ticket-Owner
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Example: X-Zammad-Ticket-Owner: [login of agent]
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Assign ticket to agent.
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## X-Zammad-Ticket-State
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Example: X-Zammad-Ticket-State: (new|open|...)
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Set state of ticket (for whole list check your database)! Be careful!
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## X-Zammad-Customer-Email
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Example: X-Zammad-Customer-Email: [email address]
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Set customer via explicit email.
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## X-Zammad-Customer-Login
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Example: X-Zammad-Customer-Login: [login]
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Set customer via explicit login.
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# Article-Attributes
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Every time if an article is created (new ticket or/and follow up) you can use
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"X-Zammad-Article-Attribute: some value".
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## X-Zammad-Article-Sender
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Example: X-Zammad-Article-Sender: (Agent|System|Customer)
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Info about the sender.
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## X-Zammad-Article-Type
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Example: X-Zammad-Article-Type: (email|phone|fax|sms|webrequest|note|twitter status|direct-message|facebook|...)
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Article type (for whole list check your database).
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## X-Zammad-Article-Visibility
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Example: X-Zammad-Article-Visibility: (internal|external)
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Article visibility.
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# Ignore Header
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If you want to ignore whole email, just set the "X-Zammad-Ignore" header.
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Example: X-Zammad-Ignore: [yes|true]
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Ignore this email.
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