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Commit 371d88ce authored by Jared Hancock's avatar Jared Hancock Committed by Peter Rotich
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tips: Complete help tips for Departments

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include/i18n/en_US/help/tips/staff.department.yaml
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......@@ -13,85 +13,102 @@
# must match the HTML #ids put into the page template.
#
---
add_new_department:
title: Add New Department
content: >
department_information:
title: Department Information
content: >
name:
title: Name
content: >
type:
title: Type
content: >
Select Private if you do not want the Department assignment
visible to the user from the Client Portal.
Additionally, when labelled as Private, the Email Signature
will not display in replies.
Select <span class="doc-desc-opt">Private</span> if you wish to mask
assignments to this Department in the Client Portal. Additionally,
when labeled as <span class="doc-desc-opt">Private</span>, the <span
class="doc-desc-title">Department Signature</span> will not be
displayed in email replies.
<br/><br/>
At least one department must be <span
class="doc-desc-opt">Public</span>
email:
title: Email
content: >
Email Address used when responses are sent to users from Agents or assigned staff on tickets in this department.
Email Address used when responses are sent to Users when Agents post
Responses to Tickets.
template:
title: Template
title: Template Set
content: >
Template Set used for Auto-Responses and Alerts &amp; Notices for all Tickets
associated with this Department.
Email <span class="doc-desc-title">Template Set</span> used for
Auto-Responses and Alerts &amp; Notices for tickets routed to this
Department.
links:
- title: Manage Templates
href: /scp/templates.php
sla:
title: SLA
content: >
Service Level Agreement for all tickets assigned or transferred to Department. (To create or edit a SLA Plan, see Admin Panel
-> Manage -> SLA Plans).
Service Level Agreement for tickets routed to this Department.
links:
- title: Manage SLA Plans
href: /scp/slaplans.php
manager:
title: Department Manager
content: >
Select a <span class="doc-desc-title">Manager</span> for this department.
<br/><br/>
Managers can be configured to receive special alerts and
also have the right to unassign tickets.
links:
- title: Manage Alerts &amp; Notices
href: /scp/settings.php?t=alerts
group_membership:
title: Group Membership
title: Alerts &amp; Notices Recipients
content: >
Select the recipients of configured <span
class="doc-desc-title">Alerts &amp; Notices</span>.
links:
- title: Configure Alerts &amp; Notices
href: /scp/settings.php?t=alerts
sandboxing:
title: Ticket Assignment Restrictions
content: >
To send Alerts & Notices to groups allowed access to this department from their group access.
Otherwise, only staff assigned to this department will receive Alerts & Notices (if enabled). (To edit Groups, see Admin Panel ->
Agents (Staff) -> Groups).
Enable this to restrict ticket assignement to only include members
of this Department. Department access can be extended to
Groups, if <span class="doc-desc-title">Group Membership</span> is
also enabled.
auto_response_settings:
title: Auto-Response Settings
title: Autoresponder Settings
content: >
This allows you to disable New Ticket Auto-Response and/or New
Message Auto-Response to users when creating a ticket in this department.
This allows you to override the global Autoresponder settings for
this Department.
new_ticket:
title: New Ticket
title: New Ticket Auto-Response
content: >
Click the checkbox if do not want an email automatically sent to the Client
when a New Ticket is Opened.
You may disable the Auto-Response sent to the User when a new ticket
is created and routed to this Department.
new_message:
title: New Message
title: New Message Auto-Response
content: >
Click the checkbox if do not want an email automatically sent when a New
Message is received.
You may disable the Auto-Response sent to the User to confirm
a newly posted message for tickets in this Department.
auto_response_email:
title: Auto Response Email
content: >
If you would like Department Email to send Auto-Responses from a different
Address from that noted above, then choose the differing Email Address
here.
Select an email address from which Auto-Responses are sent for this
Department.
department_access:
title: Department Access
title: Group Access
content: >
Allow staff members assigned to another department to have access to this deparmtent's tickets.
Staff's access will be limited to their assigned group permissions. Be sure to check the above "Group Membership" if you would also like staff with group access to receive Alerts & Notices.'(To edit an Agent’s Account, see Admin Panel -> Agent
(Staff) Members -> Choose the Agent to Edit).
Allow Agents of other Departments access to this Deparmtent's
tickets.
department_signature:
title: Department Signature
content: >
Signature is made available as a choice, for Public Departments, on Ticket
Reply. (To create email templates, see Admin Panel -> Emails ->
Templates.)
Signature is made available as a choice, for <span
class="doc-desc-opt">Public</span> Departments, on Agent Responses.
include/staff/department.inc.php
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......@@ -57,6 +57,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</td>
<td>
<input type="radio" name="ispublic" value="1" <?php echo $info['ispublic']?'checked="checked"':''; ?>><strong>Public</strong>
&nbsp;
<input type="radio" name="ispublic" value="0" <?php echo !$info['ispublic']?'checked="checked"':''; ?>><strong>Private</strong> (Internal)
&nbsp;<span class="error">*&nbsp;</span>&nbsp;<i class="help-tip icon-question-sign" href="#type"></i>
</td>
......@@ -85,6 +86,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
Manager:
</td>
<td>
<span>
<select name="manager_id">
<option value="0">&mdash; None &mdash;</option>
<?php
......@@ -99,26 +101,20 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
}
?>
</select>
&nbsp;<span class="error">&nbsp;<?php echo $errors['manager_id']; ?></span>
</td>
</tr>
<tr>
<td width="180">
Group Membership:
</td>
<td>
<input type="checkbox" name="group_membership" value="0" <?php echo $info['group_membership']?'checked="checked"':''; ?> >
Extend membership to groups with access. <i>(Alerts and notices will include groups)</i>&nbsp;<i class="help-tip icon-question-sign" href="#group_membership"></i>
&nbsp;<span class="error"><?php echo $errors['manager_id']; ?></span>
<i class="help-tip icon-question-sign" href="#manager"></i>
</span>
</td>
</tr>
<tr>
<td>Ticket Assignment:</td>
<td>
<span>
<input type="checkbox" name="assign_members_only" <?php echo
$info['assign_members_only']?'checked="checked"':''; ?>>
Limit ticket assignment to department members
<!-- Help Tip:
Tickets can ONLY be assigned to department members (+ group members)-->
Restrict ticket assignment to department members
<i class="help-tip icon-question-sign" href="#sandboxing"></i>
</span>
</td>
</tr>
<tr>
......@@ -170,7 +166,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</tr>
<tr>
<th colspan="2">
<em><strong>Autoresponder Settings</strong>: Override global auto-response settings for tickets routed to the department.
<em><strong>Autoresponder Settings</strong>:
<i class="help-tip icon-question-sign" href="#auto_response_settings"></i></em>
</th>
</tr>
......@@ -179,9 +175,11 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
New Ticket:
</td>
<td>
<span>
<input type="checkbox" name="ticket_auto_response" value="0" <?php echo !$info['ticket_auto_response']?'checked="checked"':''; ?> >
<strong>Disable</strong> new ticket auto-response for this Dept.&nbsp;<i class="help-tip icon-question-sign" href="#new_ticket"></i>
<strong>Disable</strong> for this Department&nbsp;<i class="help-tip icon-question-sign" href="#new_ticket"></i>
</span>
</td>
</tr>
<tr>
......@@ -189,8 +187,10 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
New Message:
</td>
<td>
<span>
<input type="checkbox" name="message_auto_response" value="0" <?php echo !$info['message_auto_response']?'checked="checked"':''; ?> >
<strong>Disable</strong> new message auto-response for this Dept.&nbsp;<i class="help-tip icon-question-sign" href="#new_message"></i>
<strong>Disable</strong> for this Department&nbsp;<i class="help-tip icon-question-sign" href="#new_message"></i>
</span>
</td>
</tr>
<tr>
......@@ -198,6 +198,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
Auto-Response Email:
</td>
<td>
<span>
<select name="autoresp_email_id">
<option value="0" selected="selected">&mdash; Department Email &mdash;</option>
<?php
......@@ -214,15 +215,39 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
}
?>
</select>
&nbsp;<span class="error">&nbsp;<?php echo $errors['autoresp_email_id']; ?></span>&nbsp;<i class="help-tip icon-question-sign" href="#auto_response_email"></i>
&nbsp;<span class="error"><?php echo $errors['autoresp_email_id']; ?></span>
<i class="help-tip icon-question-sign" href="#auto_response_email"></i>
</span>
</td>
</tr>
<tr>
<th colspan="2">
<em><strong>Alerts &amp; Notices:</strong>&nbsp;<i class="help-tip icon-question-sign" href="#group_membership"></i></em>
</th>
</tr>
<tr>
<td width="180">
Recipients:
</td>
<td>
<span>
<select name="group_membership">
<option value="2" <?php echo $info['group_membership'] == 2 ?'selected="selected"':'';
?>>No one (disable Alerts &amp; Notices)</option>
<option value="0" <?php echo $info['group_membership'] == 0 ?'selected="selected"':'';
?>>Department members only</option>
<option value="1" <?php echo $info['group_membership'] == 1 ?'selected="selected"':'';
?>>Department and Group members</option>
</select>
<i class="help-tip icon-question-sign" href="#group_membership"></i>
</span>
</td>
</tr>
<tr>
<th colspan="2">
<em><strong>Department Access</strong>: Check all groups allowed to access this department.&nbsp;<i class="help-tip icon-question-sign" href="#department_access"></i></em>
<em><strong>Group Access</strong>: Check all groups allowed to access this department.&nbsp;<i class="help-tip icon-question-sign" href="#department_access"></i></em>
</th>
</tr>
<tr><td colspan=2><em>Department manager and primary members will always have access independent of group selection or assignment.</em></td></tr>
<?php
$sql='SELECT group_id, group_name, count(staff.staff_id) as members '
.' FROM '.GROUP_TABLE.' grp '
......@@ -242,19 +267,18 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
?>
<tr>
<th colspan="2">
<em><strong>Department Signature</strong>: Optional signature used on outgoing emails. &nbsp;<span class="error">&nbsp;<?php echo $errors['signature']; ?></span>&nbsp;<i class="help-tip icon-question-sign" href="#department_signature"></i></em>
<em><strong>Department Signature</strong>:&nbsp;<span class="error">&nbsp;<?php echo $errors['signature']; ?></span>&nbsp;<i class="help-tip icon-question-sign" href="#department_signature"></i></em>
</th>
</tr>
<tr>
<td colspan=2>
<textarea class="richtext no-bar" name="signature" cols="21"
rows="5" style="width: 60%;"><?php echo $info['signature']; ?></textarea>
<br><em>Signature is made available as a choice, for public departments, on ticket reply.</em>
</td>
</tr>
</tbody>
</table>
<p style="padding-left:225px;">
<p style="text-align:center">
<input type="submit" name="submit" value="<?php echo $submit_text; ?>">
<input type="reset" name="reset" value="Reset">
<input type="button" name="cancel" value="Cancel" onclick='window.location.href="departments.php"'>
......
include/staff/helptopic.inc.php
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......@@ -83,7 +83,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
}
}
?>
</select> (<em>optional</em>) <i class="help-tip icon-question-sign" href="#parent_topic"></i>
</select> <i class="help-tip icon-question-sign" href="#parent_topic"></i>
&nbsp;<span class="error">&nbsp;<?php echo $errors['pid']; ?></span>
</td>
</tr>
......@@ -241,7 +241,7 @@ $info=Format::htmlchars(($errors && $_POST)?$_POST:$info);
</tr>
<tr>
<th colspan="2">
<em><strong>Admin Notes</strong>: Internal notes about the help topic.&nbsp;<i class="help-tip icon-question-sign" href="#admin_notes"></i></em>
<em><strong>Admin Notes</strong>: Internal notes about the help topic.</em>
</th>
</tr>
<tr>
......
include/staff/pages.inc.php
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......@@ -49,7 +49,9 @@ else
?>
<div style="width:700px;padding-top:5px; float:left;">
<h2>Site Pages</h2>
<h2>Site Pages
<i class="help-tip icon-question-sign" href="#site_pages"></i>
</h2>
</div>
<div style="float:right;text-align:right;padding-top:5px;padding-right:5px;">
<b><a href="pages.php?a=add" class="Icon newPage">Add New Page</a></b></div>
......
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