removed doc dir - content of files is migrated to zammad.org/documentation
This commit is contained in:
André Bauer
parent
305afc0d72
commit
7fd77c4b14
7 changed files with 0 additions and 223 deletions
|
|
@ -1,35 +0,0 @@
|
||||||
* article
|
|
||||||
|
|
||||||
A case consists of multiple articles. An article goes through a channel.
|
|
||||||
|
|
||||||
* case
|
|
||||||
|
|
||||||
All request are named case. In other systems this is also called issue, ticket, etc.
|
|
||||||
|
|
||||||
* channel
|
|
||||||
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.
|
|
||||||
|
|
||||||
* group
|
|
||||||
|
|
||||||
A group is a structure element like a container where cases are assigned to. A case can only be assigned to one group.
|
|
||||||
|
|
||||||
* organization
|
|
||||||
|
|
||||||
Organizations are used to group users. The common use case is to group the employees of a company to one organization.
|
|
||||||
|
|
||||||
* overview
|
|
||||||
Overviews are configurable lists of cases. There are system wide overviews, defined by an administrator and user defined. They are available for all roles.
|
|
||||||
|
|
||||||
* role
|
|
||||||
|
|
||||||
All permissions are role based. Access to groups are assigned to a role and also specific actions on requests depending on a users role.
|
|
||||||
|
|
||||||
* textmodule
|
|
||||||
|
|
||||||
While writing an article are textmodules available to assist the agent's work.
|
|
||||||
|
|
||||||
* user
|
|
||||||
|
|
||||||
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
|
|
||||||
|
|
||||||
|
|
||||||
|
|
@ -1,20 +0,0 @@
|
||||||
##List of available permissions in Zammad
|
|
||||||
|
|
||||||
###Channel administrator
|
|
||||||
Add, modify and delete channels.
|
|
||||||
###Channel manager
|
|
||||||
Modify channels.
|
|
||||||
###Group administrator
|
|
||||||
Add, modify and delete groups.
|
|
||||||
###Group manager
|
|
||||||
Modify groups.
|
|
||||||
###System administrator
|
|
||||||
Overall permission.
|
|
||||||
###User administrator
|
|
||||||
Manage users w/ type agent and user.
|
|
||||||
###Customer administrator
|
|
||||||
Is allowed to add, modify and delete customer.
|
|
||||||
###Customer manager
|
|
||||||
Has the permission to add and modify.
|
|
||||||
###Organization administrator
|
|
||||||
###Organization manager
|
|
||||||
|
|
@ -1,2 +0,0 @@
|
||||||
Use this README file to introduce your application and point to useful places in the API for learning more.
|
|
||||||
Run "rake doc:app" to generate API documentation for your models, controllers, helpers, and libraries.
|
|
||||||
|
|
@ -1,41 +0,0 @@
|
||||||
1) App Boot
|
|
||||||
|
|
||||||
1.1) app:init
|
|
||||||
|
|
||||||
1.2) collection:init
|
|
||||||
1.2.1) collection:ready
|
|
||||||
|
|
||||||
1.3) websocket:init
|
|
||||||
1.3.1) spool:sent
|
|
||||||
1.3.2) session:takenover
|
|
||||||
1.3.3) websocket:ready
|
|
||||||
|
|
||||||
1.4) auth
|
|
||||||
1.4.1) auth:login
|
|
||||||
1.4.2) auth:logout
|
|
||||||
|
|
||||||
1.5) nav:init
|
|
||||||
1.5.1) nav:ready
|
|
||||||
|
|
||||||
1.6) widget:init
|
|
||||||
1.6.1) widget:ready
|
|
||||||
|
|
||||||
1.7) footer:init
|
|
||||||
1.7.1) footer:ready
|
|
||||||
|
|
||||||
1.8) app:ready
|
|
||||||
|
|
||||||
|
|
||||||
2) Task
|
|
||||||
2.1) taskbar:init
|
|
||||||
2.2) taskbar:ready
|
|
||||||
2.2)
|
|
||||||
trigger
|
|
||||||
remove -> task:render
|
|
||||||
notify -> task:render
|
|
||||||
reset -> task:render
|
|
||||||
|
|
||||||
3) generic events
|
|
||||||
ui:rerender -> rebuild all views
|
|
||||||
ui:rerender:content -> rebuild obly content view
|
|
||||||
|
|
||||||
|
|
@ -1,3 +0,0 @@
|
||||||
You can create emails this way:
|
|
||||||
|
|
||||||
shell $> cat doc/test_mails/test1.eml | rails r 'Channel::MailStdin.new'
|
|
||||||
|
|
@ -1,41 +0,0 @@
|
||||||
Delivered-To: smith@g.example.com
|
|
||||||
Received: by 10.223.83.206 with SMTP id g14csp143902fal;
|
|
||||||
Mon, 17 Jun 2013 23:31:17 -0700 (PDT)
|
|
||||||
X-Received: by 10.14.99.71 with SMTP id w47mr20952493eef.140.1371537077146;
|
|
||||||
Mon, 17 Jun 2013 23:31:17 -0700 (PDT)
|
|
||||||
Return-Path: <martin@samba.edenhofer.de>
|
|
||||||
Received: from samba.edenhofer.de (samba.edenhofer.de. [78.46.73.150])
|
|
||||||
by mx.google.com with ESMTP id i46si14748829eev.264.2013.06.17.23.31.16
|
|
||||||
for <smith@g.example.com>;
|
|
||||||
Mon, 17 Jun 2013 23:31:17 -0700 (PDT)
|
|
||||||
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;
|
|
||||||
Authentication-Results: mx.google.com;
|
|
||||||
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
|
|
||||||
Received: by samba.edenhofer.de (Postfix, from userid 501)
|
|
||||||
id B087F500D37; Tue, 18 Jun 2013 07:31:18 +0100 (BST)
|
|
||||||
X-Original-To: smith@example.com
|
|
||||||
Delivered-To: martin@samba.edenhofer.de
|
|
||||||
Received: from [10.0.0.231] (1-22-29-113.adsl.example.com [1.22.29.113])
|
|
||||||
by samba.edenhofer.de (Postfix) with ESMTPSA id 23B5C500D31
|
|
||||||
for <smith@example.com>; Tue, 18 Jun 2013 07:31:18 +0100 (BST)
|
|
||||||
From: Mr. Smith <smith@example.com>
|
|
||||||
Content-Type: text/plain; charset=iso-8859-1
|
|
||||||
Content-Transfer-Encoding: quoted-printable
|
|
||||||
Subject: =?iso-8859-1?Q?Some_Test_=C4=D6=DC=DF?=
|
|
||||||
Message-Id: <7C456BD5-3964-4DE1-A0D5-B4C7DE3297FD@znuny.com>
|
|
||||||
Date: Tue, 18 Jun 2013 08:31:17 +0200
|
|
||||||
To: Mr. Smith <smith@example.com>
|
|
||||||
Mime-Version: 1.0 (Mac OS X Mail 6.5 \(1508\))
|
|
||||||
X-Mailer: Apple Mail (2.1508)
|
|
||||||
|
|
||||||
Greetings to all which love to code! ;)
|
|
||||||
|
|
||||||
Some Test =C4=D6=DC=DF
|
|
||||||
|
|
||||||
Little "Skywalker"
|
|
||||||
|
|
||||||
--
|
|
||||||
Mr. Smith - <skywalker@zammad.org>
|
|
||||||
--
|
|
||||||
Old programmers never die. They just branch to a new address.=
|
|
||||||
|
|
||||||
|
|
@ -1,81 +0,0 @@
|
||||||
# Ticket-Attributes
|
|
||||||
|
|
||||||
For ticket creation use "X-Zammad-Ticket-Attribute: some value", if you want to change
|
|
||||||
ticket attributes on follow up, use "X-Zammad-Ticket-FollowUp-Attribute: some value".
|
|
||||||
|
|
||||||
|
|
||||||
## X-Zammad-Ticket-Priority
|
|
||||||
|
|
||||||
Example: X-Zammad-Ticket-Priority: (1 low|2 normal|3 high)
|
|
||||||
|
|
||||||
Set priority of ticket (for whole list check your database).
|
|
||||||
|
|
||||||
|
|
||||||
## X-Zammad-Ticket-Group
|
|
||||||
|
|
||||||
Example: X-Zammad-Ticket-Group: [one system group]
|
|
||||||
|
|
||||||
Presort of group (highest sort priority).
|
|
||||||
|
|
||||||
|
|
||||||
## X-Zammad-Ticket-Owner
|
|
||||||
|
|
||||||
Example: X-Zammad-Ticket-Owner: [login of agent]
|
|
||||||
|
|
||||||
Assign ticket to agent.
|
|
||||||
|
|
||||||
|
|
||||||
## X-Zammad-Ticket-State
|
|
||||||
|
|
||||||
Example: X-Zammad-Ticket-State: (new|open|...)
|
|
||||||
|
|
||||||
Set state of ticket (for whole list check your database)! Be careful!
|
|
||||||
|
|
||||||
## X-Zammad-Customer-Email
|
|
||||||
|
|
||||||
Example: X-Zammad-Customer-Email: [email address]
|
|
||||||
|
|
||||||
Set customer via explicit email.
|
|
||||||
|
|
||||||
|
|
||||||
## X-Zammad-Customer-Login
|
|
||||||
|
|
||||||
Example: X-Zammad-Customer-Login: [login]
|
|
||||||
|
|
||||||
Set customer via explicit login.
|
|
||||||
|
|
||||||
|
|
||||||
# Article-Attributes
|
|
||||||
|
|
||||||
Every time if an article is created (new ticket or/and follow up) you can use
|
|
||||||
"X-Zammad-Article-Attribute: some value".
|
|
||||||
|
|
||||||
|
|
||||||
## X-Zammad-Article-Sender
|
|
||||||
|
|
||||||
Example: X-Zammad-Article-Sender: (Agent|System|Customer)
|
|
||||||
|
|
||||||
Info about the sender.
|
|
||||||
|
|
||||||
|
|
||||||
## X-Zammad-Article-Type
|
|
||||||
|
|
||||||
Example: X-Zammad-Article-Type: (email|phone|fax|sms|webrequest|note|twitter status|direct-message|facebook|...)
|
|
||||||
|
|
||||||
Article type (for whole list check your database).
|
|
||||||
|
|
||||||
|
|
||||||
## X-Zammad-Article-Visibility
|
|
||||||
|
|
||||||
Example: X-Zammad-Article-Visibility: (internal|external)
|
|
||||||
|
|
||||||
Article visibility.
|
|
||||||
|
|
||||||
|
|
||||||
# Ignore Header
|
|
||||||
|
|
||||||
If you want to ignore whole email, just set the "X-Zammad-Ignore" header.
|
|
||||||
|
|
||||||
Example: X-Zammad-Ignore: [yes|true]
|
|
||||||
|
|
||||||
Ignore this email.
|
|
||||||
Loading…
Reference in a new issue