forked from sr2/cloud.sr2.uk
134 lines
7.8 KiB
Markdown
134 lines
7.8 KiB
Markdown
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---
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title: Setting up projects in CDR Link
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sidebar_position: 101
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---
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# Setting up projects in CDR Link
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Setting up separate Projects in CDR link relies on groups, roles and also channel setup. This document details a minimal configuration for setting up such a Project that uses a simple email channel to receive notifications from customers.
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## Terminology
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`Link Instance Admin` = person with full admin rights over a link instance
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`Link Instance Customer`= any person that submits a message via any of the configured channels of a Link instance
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`Link Instance Agent` = a person specifically set up in Link to work on tickets submitted by Customers
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`Channel Admin` = person responsible for setting up and administering the infrastructure that will be used to receive and send email messages and notifications for a specific project.
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- in the case of email, this will be a mailbox
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- in the case of whatsapp and signal, it will be a handset and sim card
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- in the case of sms, this will be a twilio account and number
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- in the case of telegram, this will be a telegram bot
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## Prerequisites
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Before adding a project to CDR link, the following must be decided:
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- which channels will this project use?
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Once channels are decided on, the Link Instance Admin can liaise with the Channel Administrator to set up the required channels and configure them in Link.
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- what will be the project name?
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Once the project name is known, groups, roles and overviews may be set up as per steps 1, 2, 3 below. Once a group is created, channels will require a modification as per step 4 below.
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- who will be the project agents?
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Once the agents are decided on, the Link Instance Admin can add them in Link, as described in step 5 below.
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If an email signature is desired for the project, it can be configured prior to the steps below according to [https://admin-docs.zammad.org/en/latest/channels/email/signatures.html](https://admin-docs.zammad.org/en/latest/channels/email/signatures.html)
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## 1. Create the required group
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Groups are the main ways to differentiate between projects. Each CDR channel will add new incoming tickets to an associated group; and agents working on tickets can be given group permissions to work on them.
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In the Admin panel, go the Groups tab, and select New Group.
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Add the group name to match the name of the project. The “Assignment timeout” can be left blank. If a signature is already configured it can be selected under “Signature”. If this project uses an Email channel - select it from the drop-down menu under “Email”, then hit Submit.
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## 2. Create an associated Agent Role
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Roles are required to separate permissions between the groups, as they allow custom permissions for agents.
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In the Admin panel, go the Roles tab, and select New Role.
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Add the name of the new role, then scroll down to select the permissions for this role. Scroll over “admin”, “chat”, “cti”, “knowledge base” and “report” without making selecting them. Do select “agent”, and in the group table below it select only “full” for the group created above. Also select “user_preferences”.
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Under permissions, “Default at signup” should be left to “no”.
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Apply the changes by hitting “Submit”.
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## 3. Create overviews for the new role
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By default, Zammad comes with the following Overviews:
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The default “Unassigned and Open” and “Open” overviews that come with Zammad allow all agents to see unassigned and open tickets, regardless of their group, even if agents do not have permissions for that group. Agents would not be able to modify tickets without the necessary permissions, however to “hide” the incoming tickets of a group from agents not belonging to that group, new Overviews must be created to take the place of the default “Unassigned and Open” and “Open” overviews that come with Zammad.
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3.1 Create a new overview for unassigned and open tickets:
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In the Admin panel, go the Overviews tab, and select New Overview. Give it the name “Unassigned & Open - \<project-name\>” and then make the overview available for the role created in the previous step:
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Scroll down, and under “Conditions for shown tickets”, select “State” new and open; and use the “+” button on the right to add another condition. Change the condition to limit the shown tickets to the group created in the first step. Ensure the group is highlighted as selected before hitting “Submit”, as in the example below:
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3.2 Creating a new overview for open tickets:
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If you want to add a second overview for only open tickets, repeat the previous two steps to create an overview called “Open - Group \<your-group-name\>” - which restricts shown tickets by group (once more, ensure the group is highlighted as selected before hitting “Submit”, as in the example above), and only displays tickets in the ’open’ state. Ensure you make the overview available for the role previously created.
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3.3 Allow the other default overviews in link to be used by the role previously created.
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Edit the “My Assigned Tickets”, “My Subscribed Tickets” and optionally the “My Pending Reached Tickets” default overviews to make them available to the role created earlier:
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<aside>
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💡 Note that we did not discuss the “Pending reached” or “Escalated” overviews, but the same principles apply - as they have the option of “leaking” information about tickets for other groups new overviews must be created in their place.
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</aside>
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## 4. Check the email channel setup
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Select the Email channel from the Admin panel. Click the group shown under “Destination Group”, and change it to match the group created above.
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In the screenshot below we show the email channel for this helpdesk is configured to send tickets straight to group “Demo group 1”:
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<aside>
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💡 Note: A ticket can be added to a group by default if the channel is configured to do so. Another way that a ticket may be added to a group is manually, by changing the “Group” tab of a ticket by an agent with appropriate permissions.
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</aside>
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## 5. Adding Agents and verifying the configuration
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Agents are added by selecting ‘New Users’ from the ‘Users’ admin tab. When adding a new agent user, ensure to only give assign them the role created in step 2, and untick the default “Agent” and “Customer” roles. Moreover, in the group table underneath, only select “Full” permissions for the group created in step 1. The screenshot below shows a configuration example:
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### Finishing and checking agent configurations
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To check the configuration for an agent, an administrator can view the helpdesk from that user’s perspective. In the Users tab, click the 3 dots on the right of the target user, and select “View from user’s perspective”:
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This will allow you to view the helpdesk as the user - and going to overviews, only the overviews defined in step 3 should be visible.
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In this mode, you can also modify that user’s notification preferences.
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Access the user’s Profile from the bottom left corner panel, then navigate to Notifications to customize their notification settings. To ensure no notifications are received for any new tickets received in the system for this user, untick all the boxes in the “Not Assigned” column. The user will now only receive notifications whenever a ticket assigned to them is updated.
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