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