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<!DOCTYPE html>
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<title>Overview | SmartSLA</title>
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<!----></a></div><div class="nav-item"><div class="dropdown-wrapper"><button type="button" aria-label="Select language" class="dropdown-title"><span class="title">Languages</span> <span class="arrow down"></span></button> <button type="button" aria-label="Select language" class="mobile-dropdown-title"><span class="title">Languages</span> <span class="arrow right"></span></button> <ul class="nav-dropdown" style="display:none;"><li class="dropdown-item"><!----> <a href="/guide/" aria-current="page" class="nav-link router-link-exact-active router-link-active">
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Français
</a></li></ul></div></div> <!----></nav> <ul class="sidebar-links"><li><section class="sidebar-group depth-0"><p class="sidebar-heading open"><span>Overview</span> <!----></p> <ul class="sidebar-links sidebar-group-items"><li><a href="/guide/#description" class="sidebar-link">Description</a><ul class="sidebar-sub-headers"></ul></li><li><a href="/guide/#supported-browsers" class="sidebar-link">Supported Browsers</a><ul class="sidebar-sub-headers"></ul></li><li><a href="/guide/#installation" class="sidebar-link">Installation</a><ul class="sidebar-sub-headers"><li class="sidebar-sub-header"><a href="/guide/#_1-install-the-backend-component" class="sidebar-link">1. install the backend component</a></li><li class="sidebar-sub-header"><a href="/guide/#_2-install-the-frontend-app" class="sidebar-link">2. install the frontend app</a></li></ul></li><li><a href="/guide/#configuration" class="sidebar-link">configuration</a><ul class="sidebar-sub-headers"><li class="sidebar-sub-header"><a href="/guide/#_1-frontend-app" class="sidebar-link">1. frontend app</a></li><li class="sidebar-sub-header"><a href="/guide/#_2-backend-app" class="sidebar-link">2. backend app</a></li><li class="sidebar-sub-header"><a href="/guide/#_3-limesurvey" class="sidebar-link">3. limesurvey</a></li></ul></li><li><a href="/guide/#_4-using-smartsla" class="sidebar-link">4. using SmartSLA</a><ul class="sidebar-sub-headers"><li class="sidebar-sub-header"><a href="/guide/#tutorial-video" class="sidebar-link">Tutorial video</a></li><li class="sidebar-sub-header"><a href="/guide/#before-starting" class="sidebar-link">before starting</a></li><li class="sidebar-sub-header"><a href="/guide/#creating-an-issue" class="sidebar-link">creating an issue</a></li><li class="sidebar-sub-header"><a href="/guide/#user-types-and-roles" class="sidebar-link">user types and roles</a></li></ul></li></ul></section></li></ul> </aside> <main class="page"> <div class="theme-default-content content__default"><h1 id="overview"><a href="#overview" class="header-anchor">#</a> Overview</h1> <h2 id="description"><a href="#description" class="header-anchor">#</a> Description</h2> <p>SmartSLA adds the ability for clients to create support tickets / issues concerning supported software under a scope of a contract and interact with experts and admins.</p> <p>it consists of:</p> <ul><li>frontend app built using VueJS.</li> <li>OpenPaaS component as backend, built using nodeJS.</li></ul> <h2 id="supported-browsers"><a href="#supported-browsers" class="header-anchor">#</a> Supported Browsers</h2> <p>SmartSLA uses vue CLI version 3 ,you don't have to add polyfills to support Internet EXplorer 11 and Safari 9/10 .
It's automatically generated for you</p> <table><thead><tr><th>Browsers</th> <th style="text-align:center;">Supported</th></tr></thead> <tbody><tr><td><img src="/assets/img/chrome.jpeg" class="imgTable"> Chrome</td> <td style="text-align:center;">✓</td></tr> <tr><td><img src="/assets/img/firefox.png" class="imgTable"> Firefox</td> <td style="text-align:center;">✓</td></tr> <tr><td><img src="/assets/img/safari.jpeg" class="imgTable"> Safari 10+</td> <td style="text-align:center;">✓</td></tr> <tr><td><img src="/assets/img/edge.png" class="imgTable"> Edge</td> <td style="text-align:center;">✓</td></tr> <tr><td><img src="/assets/img/ie11.png" class="imgTable"> IE11</td> <td style="text-align:center;">✓</td></tr> <tr><td><img src="/assets/img/ie9.png" class="imgTable"> IE9/IE10</td> <td style="text-align:center;">X</td></tr></tbody></table> <h2 id="installation"><a href="#installation" class="header-anchor">#</a> Installation</h2> <p>here are the steps required to install SmartSLA after you have installed OpenPaas</p> <h3 id="_1-install-the-backend-component"><a href="#_1-install-the-backend-component" class="header-anchor">#</a> 1. install the backend component</h3> <p><code>$ESN_PATH</code> is your openpaas installation path
<code>$SMARTSLA_PATH</code> is your SmartSLA installation path</p> <ul><li>clone and install the project</li></ul> <div class="language-bash line-numbers-mode"><pre class="language-bash"><code><span class="token function">git</span> clone https://ci.linagora.com/linagora/lgs/smartsla/smartsla-backend.git
<span class="token builtin class-name">cd</span> smartsla-backend
<span class="token function">npm</span> i
<span class="token builtin class-name">export</span> <span class="token assign-left variable">SMARTSLA_PATH</span><span class="token operator">=</span><span class="token variable"><span class="token variable">$(</span><span class="token builtin class-name">pwd</span><span class="token variable">)</span></span>
</code></pre> <div class="line-numbers-wrapper"><span class="line-number">1</span><br><span class="line-number">2</span><br><span class="line-number">3</span><br><span class="line-number">4</span><br></div></div><ul><li>link the module to OpenPaas</li></ul> <div class="language-bash line-numbers-mode"><pre class="language-bash"><code><span class="token builtin class-name">cd</span> <span class="token variable">$ESN_PATH</span>/modules
<span class="token function">ln</span> -s <span class="token variable">$SMARTSLA_PATH</span> smartsla-backend
</code></pre> <div class="line-numbers-wrapper"><span class="line-number">1</span><br><span class="line-number">2</span><br></div></div><ul><li>add it to the modules list</li></ul> <div class="language-bash line-numbers-mode"><pre class="language-bash"><code><span class="token function">vi</span> <span class="token variable">$ESN_PATH</span>/config/default.json
</code></pre> <div class="line-numbers-wrapper"><span class="line-number">1</span><br></div></div><p>add <code>smartsla-backend</code> to the modules array</p> <div class="language-json line-numbers-mode"><pre class="language-json"><code>...
<span class="token property">"modules"</span><span class="token operator">:</span> <span class="token punctuation">[</span>
...<span class="token punctuation">,</span>
<span class="token string">"smartsla-backend"</span>
<span class="token punctuation">]</span><span class="token punctuation">,</span>
...
</code></pre> <div class="line-numbers-wrapper"><span class="line-number">1</span><br><span class="line-number">2</span><br><span class="line-number">3</span><br><span class="line-number">4</span><br><span class="line-number">5</span><br><span class="line-number">6</span><br></div></div><ul><li>run or restart OpenPaas</li></ul> <h3 id="_2-install-the-frontend-app"><a href="#_2-install-the-frontend-app" class="header-anchor">#</a> 2. install the frontend app</h3> <ul><li>clone and install the project</li></ul> <div class="language-bash line-numbers-mode"><pre class="language-bash"><code><span class="token function">git</span> clone https://ci.linagora.com/linagora/lgs/smartsla/smartsla-frontend.git
<span class="token builtin class-name">cd</span> smartsla-frontend
<span class="token function">npm</span> i
</code></pre> <div class="line-numbers-wrapper"><span class="line-number">1</span><br><span class="line-number">2</span><br><span class="line-number">3</span><br></div></div><ul><li>run the development server</li></ul> <div class="language-bash line-numbers-mode"><pre class="language-bash"><code><span class="token function">npm</span> run serve
</code></pre> <div class="line-numbers-wrapper"><span class="line-number">1</span><br></div></div><p>assuming OpenPaas is already running, the SmartSLA should be running on <code>http://localhost:8081</code></p> <ul><li>build the project for production</li></ul> <div class="language-bash line-numbers-mode"><pre class="language-bash"><code><span class="token function">npm</span> run build
</code></pre> <div class="line-numbers-wrapper"><span class="line-number">1</span><br></div></div><p>the built project is located in <code>dist</code> folder and can be deployed in any web server ( ie nginx )</p> <h2 id="configuration"><a href="#configuration" class="header-anchor">#</a> configuration</h2> <h3 id="_1-frontend-app"><a href="#_1-frontend-app" class="header-anchor">#</a> 1. frontend app</h3> <p>edit the <code>public/env/openpaas.js</code> file:</p> <ul><li><code>VUE_APP_OPENPAAS_URL</code> your openpaas instance url where the SmartSLA backend component is installed.</li> <li><code>SSP_URL</code> your SSP url to be used to reset user passwords.</li> <li><code>LIMESURVEY_URL</code> your limesurvey instance url.</li> <li><code>SUPPORT_ACCOUNT</code> customize your SmartSLA information</li></ul> <h3 id="_2-backend-app"><a href="#_2-backend-app" class="header-anchor">#</a> 2. backend app</h3> <ul><li>Set the limesurvey API in the configuration:
<code>http://limesurvey.smartsla.local</code> is our limesurvey instance url</li></ul> <div class="language-bash line-numbers-mode"><pre class="language-bash"><code><span class="token builtin class-name">export</span> <span class="token variable">$ESN_URL</span><span class="token operator">=</span><span class="token string">"http://localhost:8080/"</span>
<span class="token builtin class-name">export</span> <span class="token variable">$ESN_ADMIN</span><span class="token operator">=</span><span class="token string">"[email protected]"</span>
<span class="token builtin class-name">export</span> <span class="token variable">$ESN_PASS</span><span class="token operator">=</span><span class="token string">"secret"</span>
<span class="token function">curl</span> -X PUT -H <span class="token string">'Accept: application/json'</span> -H <span class="token string">'Content-Type: application/json'</span> <span class="token variable">$ESN_URL</span> -u <span class="token string">"<span class="token variable">$ESN_ADMIN</span>:<span class="token variable">$ESN_PASS</span>"</span> -d <span class="token string">'[
{
"name": "smartsla-backend",
"configurations": [
{
"name": "limesurvey",
"value": {
"surveyId": 491487,
"apiUrl": "http://limesurvey.smartsla.local/index.php/admin/remotecontrol/",
"username": "admin",
"password": "password",
"limesurveyUrl": '</span>http://limesurvey.smartsla.local/<span class="token string">'
}
}
]
}
]'</span>
</code></pre> <div class="line-numbers-wrapper"><span class="line-number">1</span><br><span class="line-number">2</span><br><span class="line-number">3</span><br><span class="line-number">4</span><br><span class="line-number">5</span><br><span class="line-number">6</span><br><span class="line-number">7</span><br><span class="line-number">8</span><br><span class="line-number">9</span><br><span class="line-number">10</span><br><span class="line-number">11</span><br><span class="line-number">12</span><br><span class="line-number">13</span><br><span class="line-number">14</span><br><span class="line-number">15</span><br><span class="line-number">16</span><br><span class="line-number">17</span><br><span class="line-number">18</span><br><span class="line-number">19</span><br><span class="line-number">20</span><br></div></div><h3 id="_3-limesurvey"><a href="#_3-limesurvey" class="header-anchor">#</a> 3. limesurvey</h3> <ul><li><p>After installing and running limesurvey and postgresql, you can start using limesurvey home page.</p></li> <li><p>Otherwise You can follow the <a href="https://manual.limesurvey.org/Installation_procedure_for_limesurvey_2.0" target="_blank" rel="noopener noreferrer">installation procedure for limesurvey 2.0<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a>.</p> <ol><li>Click Next until you reach the Database configuration screen</li></ol> <p>insert the following in the fields:</p> <div class="language- line-numbers-mode"><pre class="language-text"><code>Database type `PostgreSQL`
Database location `pgsql`
Database user `postgres`
Database password `limesurvey`
Database name `limesurvey`
Table prefix `lime_`
</code></pre> <div class="line-numbers-wrapper"><span class="line-number">1</span><br><span class="line-number">2</span><br><span class="line-number">3</span><br><span class="line-number">4</span><br><span class="line-number">5</span><br><span class="line-number">6</span><br></div></div><ol start="2"><li>Activate the /admin/remotecontrol API:</li></ol> <ul><li>Go to <a href="http://limesurvey.smartsla.local/index.php/admin/globalsettings" target="_blank" rel="noopener noreferrer">http://limesurvey.smartsla.local/index.php/admin/globalsettings<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a> page</li> <li>Select Interface tab</li> <li>Enable Publish <strong>/admin/remotecontrol API</strong> (rpc_publish_api: 1)</li></ul> <ol start="3"><li>Import the survey:</li></ol> <ul><li>Go to http://limesurvey.smartsla.local/index.php/admin/survey/sa/newsurvey/tab/import</li> <li>Import survey : <a href="https://ci.linagora.com/linagora/lgs/smartsla/smartsla-docker-dev/blob/master/assets/conf/limesurvey/limesurvey_survey_491487.lss" target="_blank" rel="noopener noreferrer">limesurvey_survey_491487<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li></ul> <ol start="4"><li>Initialize the survey participants, a table for our survey will be created in the database:</li></ol> <ul><li>Click on <strong>survey participants</strong> and after that click on <strong>Initialise participant table</strong></li></ul> <ol start="5"><li>Activate the survey:</li></ol> <ul><li>Click on <strong>activate this survey</strong></li> <li>Select params fields</li> <li>Click on <strong>Save & activate survey</strong></li></ul></li></ul> <h2 id="_4-using-smartsla"><a href="#_4-using-smartsla" class="header-anchor">#</a> 4. using SmartSLA</h2> <ul><li>the admininstration page is available at <code>http://localhost:8081/administration</code>, you can use your openpaas admin credentials to login:</li></ul> <div class="language- line-numbers-mode"><pre class="language-text"><code>email: [email protected]
password: secret
</code></pre> <div class="line-numbers-wrapper"><span class="line-number">1</span><br><span class="line-number">2</span><br></div></div><h3 id="tutorial-video"><a href="#tutorial-video" class="header-anchor">#</a> Tutorial video</h3> <p><img src="/assets/img/smartsla_fr_playlist.png" alt="SmartSLA guides"></p> <h4 id="playlist-smartsla-en"><a href="#playlist-smartsla-en" class="header-anchor">#</a> <a href="https://www.youtube.com/watch?v=y-PmKXIS5kY&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR" target="_blank" rel="noopener noreferrer">Playlist SmartSLA - EN<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></h4> <ul><li><a href="https://www.youtube.com/watch?v=-1Md71y-i9A&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR&index=3&t=0s" target="_blank" rel="noopener noreferrer">Tutorial 1: Login SmartSLA and design presentation<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li> <li><a href="https://www.youtube.com/watch?v=mZjCd1Nj35M&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR&index=8" target="_blank" rel="noopener noreferrer">Tutorial 2: Expert's profile features<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li> <li><a href="https://www.youtube.com/watch?v=07ukLVmUDt4&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR&index=4&t=0s" target="_blank" rel="noopener noreferrer">Tutorial 3: Create a customer and a support contract<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li> <li><a href="https://www.youtube.com/watch?v=fIBfbw7Ht4w&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR&index=5&t=0s" target="_blank" rel="noopener noreferrer">Tutorial 4: How to add a software within the scope of a contract<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li> <li><a href="https://www.youtube.com/watch?v=Raat91zoNTg&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR&index=6&t=0s" target="_blank" rel="noopener noreferrer">Tutorial 5: How to set up the service-level agreement of a contract<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li> <li><a href="https://www.youtube.com/watch?v=3t-DxVFl37s&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR&index=7&t=0s" target="_blank" rel="noopener noreferrer">Tutorial 6: How to add a software to the list<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li> <li><a href="https://www.youtube.com/watch?v=CvooAen_Yt8&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR&index=8&t=0s" target="_blank" rel="noopener noreferrer">Tutorial 7: How to create an anomaly ticket by client<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li> <li><a href="https://www.youtube.com/watch?v=efXo0JNJRvs&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR&index=9&t=0s" target="_blank" rel="noopener noreferrer">Tutorial 8: How to assign and handle/process a ticket by an helpdesk expert<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li> <li><a href="https://www.youtube.com/watch?v=ZTQ4lprvLjE&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR&index=10&t=0s" target="_blank" rel="noopener noreferrer">Tutorial 9: How to process a ticket and resolve it by providing a patch<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a>)</li> <li><a href="https://www.youtube.com/watch?v=y-PmKXIS5kY&list=PLJxEmdZvbh8EDccHde_1sqE7In5_W0rMR&index=11&t=0s" target="_blank" rel="noopener noreferrer">Tutorial 10: Closing a ticket by the client<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li></ul> <h3 id="before-starting"><a href="#before-starting" class="header-anchor">#</a> before starting</h3> <h4 id="creating-a-software-client-and-contract"><a href="#creating-a-software-client-and-contract" class="header-anchor">#</a> Creating a Software, Client and Contract</h4> <ol><li>Select <strong>Software</strong> → <strong>create new software</strong> <ul><li>Click on the '<strong>+</strong>' icon</li> <li>Fill in the field <strong>Name</strong></li> <li>Hit <strong>Create</strong></li></ul></li> <li>Select <strong>Clients</strong> → <strong>create new client</strong> <ul><li>Click on the '<strong>+</strong>' icon</li> <li>Fill in the field <strong>Name</strong></li> <li>Hit <strong>Create</strong></li></ul></li> <li>Select <strong>Contracts</strong> → <strong>create new contracts</strong> <ul><li>Click on the '<strong>+</strong>' icon</li> <li>Fill the field <strong>Name</strong></li> <li>In <strong>Client</strong> choose the <strong>client we created before</strong></li> <li>Fill in thefields <strong>Timezone</strong>, <strong>Business hours</strong>, <strong>Start date</strong> and <strong>End date</strong></li> <li>Hit <strong>Create</strong></li></ul></li> <li>In <strong>Contract detail</strong> page, fill in <strong>Supported software</strong> <ul><li>Click on the '<strong>✎</strong>' icon and on the '<strong>+ ADD</strong>' button</li> <li>Fill in the fields <strong>Software</strong>, <strong>Start date</strong>, <strong>Critical</strong>, <strong>Version</strong> and <strong>OS</strong></li> <li>Hit <strong>Create</strong></li></ul></li> <li>Go back ← to the <strong>Contract detail</strong> page, fill each <strong>Contractual commitments</strong> <ul><li>Click on the '<strong>✎</strong>' icon and on the '<strong>+ ADD</strong>' button</li> <li>Fill in the fields <strong>Request type</strong>, <strong>Severity</strong>, <strong>Ossa identifier</strong> and <strong>Treatment time range of Business hours</strong></li> <li>Hit <strong>Create</strong></li></ul></li></ol> <h4 id="creating-users"><a href="#creating-users" class="header-anchor">#</a> Creating Users</h4> <ul><li>Select <strong>Users</strong> → <strong>create new user</strong></li> <li>Click on the '<strong>+</strong>' icon</li> <li>Choose the <strong>Type</strong></li> <li>In the <strong>Search users</strong> field, find an LDAP user.</li> <li>Choose the <strong>Role</strong></li> <li>If <strong>Beneficiary</strong> type is selected →, you need also to select <strong>Client</strong> and <strong>Contracts</strong></li> <li>Hit <strong>Create</strong></li></ul> <h3 id="creating-an-issue"><a href="#creating-an-issue" class="header-anchor">#</a> creating an issue</h3> <ol><li>go to <a href="http://localhost:8081/" target="_blank" rel="noopener noreferrer">the home page<span><svg xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" x="0px" y="0px" viewBox="0 0 100 100" width="15" height="15" class="icon outbound"><path fill="currentColor" d="M18.8,85.1h56l0,0c2.2,0,4-1.8,4-4v-32h-8v28h-48v-48h28v-8h-32l0,0c-2.2,0-4,1.8-4,4v56C14.8,83.3,16.6,85.1,18.8,85.1z"></path> <polygon fill="currentColor" points="45.7,48.7 51.3,54.3 77.2,28.5 77.2,37.2 85.2,37.2 85.2,14.9 62.8,14.9 62.8,22.9 71.5,22.9"></polygon></svg> <span class="sr-only">(opens new window)</span></span></a></li> <li>Select <strong>New issue</strong> in the menu
<ul><li>Fill in the <strong>Title</strong> field</li> <li>Select the <strong>Contract</strong></li> <li>Fill in the <strong>Type</strong>, <strong>Software</strong>, <strong>Severity</strong> and *<strong>Description</strong> fields</li> <li>Hit <strong>Submit</strong></li></ul></li></ol> <h3 id="user-types-and-roles"><a href="#user-types-and-roles" class="header-anchor">#</a> user types and roles</h3> <p>there are two types of users in SmartSLA:</p> <ul><li>the <strong>Beneficiary</strong> is a customer linked to a client and can create, see and respond to tickets</li> <li>the <strong>Expert</strong> is part of the team handling the issues</li></ul> <p>User roles is explained in the following table :</p> <table><thead><tr><th style="text-align:center;">TYPE</th> <th style="text-align:center;"></th> <th style="text-align:center;">Beneficiary</th> <th style="text-align:center;">Expert</th> <th style="text-align:center;">Admin OP</th> <th style="text-align:center;"></th> <th style="text-align:center;"></th> <th style="text-align:center;"></th></tr></thead> <tbody><tr><td style="text-align:center;">ROLE</td> <td style="text-align:center;"></td> <td style="text-align:center;">Viewer</td> <td style="text-align:center;">Beneficiary</td> <td style="text-align:center;">Expert</td> <td style="text-align:center;">Manager</td> <td style="text-align:center;">Administrator</td> <td style="text-align:center;">Platform Admin</td></tr> <tr><td style="text-align:center;">TICKETS</td> <td style="text-align:center;">List / Get</td> <td style="text-align:center;"></td> <td style="text-align:center;">Only those linked to its contracts</td> <td style="text-align:center;">✓</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Create</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Update</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Comment</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Comment private</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">✓</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Archive</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td></tr> <tr><td style="text-align:center;">USERS /TEAMS /CLIENTS</td> <td style="text-align:center;">List / Get</td> <td style="text-align:center;">Only those linked to its contracts</td> <td style="text-align:center;">Only those linked to its contracts</td> <td style="text-align:center;">✓</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Create</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Update</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Delete</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td></tr> <tr><td style="text-align:center;">SOFTWARE</td> <td style="text-align:center;">List / Get</td> <td style="text-align:center;">Only those linked to its contracts</td> <td style="text-align:center;">Only those linked to its contracts</td> <td style="text-align:center;">✓</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Create</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Update</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Delete</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">✓</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td> <td style="text-align:center;"></td></tr> <tr><td style="text-align:center;">CONTRACTS</td> <td style="text-align:center;">List / Get</td> <td style="text-align:center;">Only his contracts</td> <td style="text-align:center;">Only his contracts</td> <td style="text-align:center;">✓</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">X</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Create</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td> <td style="text-align:center;"></td> <td style="text-align:center;">✓</td> <td style="text-align:center;">X</td></tr> <tr><td style="text-align:center;"></td> <td style="text-align:center;">Update</td> <td style="text-align:center;"></td> <td style="text-align:center;">X</td> <td style="text-align:center;">X</td> <td 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