Support incidents

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Technical support incidents enable you to specify the maximum number of requests per month for a specific service. This feature also enables you to create a separate support service that can be used for all services of your project.

Support incidents can be used in the following situations:

  1. As an add-on for a service package - in this case the number of requests to the technical support department will be limited per service.
  2. As a stand-alone service package - if the maximum number of requests to the technical support department per service is exceeded, or user is not allowed to submit requests at all, the incident will be used for that service.


Ass an add-on to the service package

To set the maximum number of requests for a certain service package, you need to:

  1. Activate the module "Support incidents"
  2. Activate the "Incident" add-on (its internal name is incident) in the "Item types" module.
  3. Add into the service package the add-on specifying the type. Select "Do not count" or "Based on order" in the billing type field.

Ass a stand-alone service

  1. Activate the module "Support incidents"
  2. Add a service package specifying the "Support incidents" type (the paidsupport module)
  3. For that service package add the "Incident" add-on (its internal name is incident). Select "Do not count" or "Based on order" in the billing type field.

Additional information

To edit the notification informing a user that he may not use technical support for his service, in the /usr/local/ispmgr/etc/ directory create the billmgr_mod_xxx.xml file, where xxx is a set of the following Latin alphabet symbols:

<?xml version="1.0" encoding="UTF-8"?>
	<mgrdata>
		<lang name="ru">
			<messages name="clienttickets.edit">
				<msg name="msg_nosupport_1">Message text</msg>
			</messages>
		</lang>
	</mgrdata>

- in the example above the message for the project with id 1 is specified.

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