diff --git a/404.html b/404.html new file mode 100644 index 0000000..196d7fe --- /dev/null +++ b/404.html @@ -0,0 +1,20 @@ + + + + + + SmartSLA + + + + + + + + +

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0000000..96cee56 --- /dev/null +++ b/fr/index.html @@ -0,0 +1,48 @@ + + + + + + SmartSLA + + + + + + + + +
SmartSLA
hero

+ SmartSLA +

+ Dédié à la gestion des tickets de support client +

+ Commencer → +

DOCUMENTATION

Guide d'installation

Guide de configuration

COMMUNAUTÉ

Signaler un problème

LICENCE ET ACCORDS

Accord de contribution

Licence AGPL V3

ENTREPRISE - LINAGORA

À propos

Contact

OSSA : Open Source Software Assurance

© SmartSLA - Développé et supporté par Linagora, 2019-2022.

+ + + diff --git a/guide/index.html b/guide/index.html new file mode 100644 index 0000000..a723772 --- /dev/null +++ b/guide/index.html @@ -0,0 +1,92 @@ + + + + + + Overview | SmartSLA + + + + + + + + +
SmartSLA

# Overview

# Description

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.

it consists of:

  • frontend app built using VueJS.
  • OpenPaaS component as backend, built using nodeJS.

# Supported Browsers

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

Browsers Supported
Chrome ✓
Firefox ✓
Safari 10+ ✓
Edge ✓
IE11 ✓
IE9/IE10 X

# Installation

here are the steps required to install SmartSLA after you have installed OpenPaas

# 1. install the backend component

$ESN_PATH is your openpaas installation path +$SMARTSLA_PATH is your SmartSLA installation path

  • clone and install the project
git clone https://ci.linagora.com/linagora/lgs/smartsla/smartsla-backend.git
+cd smartsla-backend
+npm i
+export SMARTSLA_PATH=$(pwd)
+
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  • link the module to OpenPaas
cd $ESN_PATH/modules
+ln -s $SMARTSLA_PATH smartsla-backend
+
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  • add it to the modules list
vi $ESN_PATH/config/default.json
+
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add smartsla-backend to the modules array

...
+"modules": [
+...,
+"smartsla-backend"
+],
+...
+
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  • run or restart OpenPaas

# 2. install the frontend app

  • clone and install the project
git clone https://ci.linagora.com/linagora/lgs/smartsla/smartsla-frontend.git
+cd smartsla-frontend
+npm i
+
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  • run the development server
npm run serve
+
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assuming OpenPaas is already running, the SmartSLA should be running on http://localhost:8081

  • build the project for production
npm run build
+
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the built project is located in dist folder and can be deployed in any web server ( ie nginx )

# configuration

# 1. frontend app

edit the public/env/openpaas.js file:

  • VUE_APP_OPENPAAS_URL your openpaas instance url where the SmartSLA backend component is installed.
  • SSP_URL your SSP url to be used to reset user passwords.
  • LIMESURVEY_URL your limesurvey instance url.
  • SUPPORT_ACCOUNT customize your SmartSLA information

# 2. backend app

  • Set the limesurvey API in the configuration: +http://limesurvey.smartsla.local is our limesurvey instance url
export $ESN_URL="http://localhost:8080/"
+export $ESN_ADMIN="admin@open-paas.org"
+export $ESN_PASS="secret"
+curl -X PUT -H 'Accept: application/json' -H 'Content-Type: application/json' $ESN_URL -u "$ESN_ADMIN:$ESN_PASS"  -d '[
+  {
+    "name": "smartsla-backend",
+    "configurations": [
+      {
+        "name": "limesurvey",
+        "value": {
+          "surveyId": 491487,
+          "apiUrl": "http://limesurvey.smartsla.local/index.php/admin/remotecontrol/",
+          "username": "admin",
+          "password": "password",
+          "limesurveyUrl": 'http://limesurvey.smartsla.local/'
+        }
+      }
+    ]
+  }
+]'
+
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# 3. limesurvey

  • After installing and running limesurvey and postgresql, you can start using limesurvey home page.

  • Otherwise You can follow the installation procedure for limesurvey 2.0 (opens new window).

    1. Click Next until you reach the Database configuration screen

    insert the following in the fields:

    Database type `PostgreSQL`
+Database location `pgsql`
+Database user `postgres`
+Database password `limesurvey`
+Database name `limesurvey`
+Table prefix `lime_`
+
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    1. Activate the /admin/remotecontrol API:
    1. Import the survey:
    1. Initialize the survey participants, a table for our survey will be created in the database:
    • Click on survey participants and after that click on Initialise participant table
    1. Activate the survey:
    • Click on activate this survey
    • Select params fields
    • Click on Save & activate survey

# 4. using SmartSLA

  • the admininstration page is available at http://localhost:8081/administration, you can use your openpaas admin credentials to login:
email: admin@open-paas.org
+password: secret
+
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# Tutorial video

SmartSLA guides

# Playlist SmartSLA - EN (opens new window)

# before starting

# Creating a Software, Client and Contract

  1. Select Software → create new software
    • Click on the '+' icon
    • Fill in the field Name
    • Hit Create
  2. Select Clients → create new client
    • Click on the '+' icon
    • Fill in the field Name
    • Hit Create
  3. Select Contracts → create new contracts
    • Click on the '+' icon
    • Fill the field Name
    • In Client choose the client we created before
    • Fill in thefields Timezone, Business hours, Start date and End date
    • Hit Create
  4. In Contract detail page, fill in Supported software
    • Click on the '✎' icon and on the '+ ADD' button
    • Fill in the fields Software, Start date, Critical, Version and OS
    • Hit Create
  5. Go back ← to the Contract detail page, fill each Contractual commitments
    • Click on the '✎' icon and on the '+ ADD' button
    • Fill in the fields Request type, Severity, Ossa identifier and Treatment time range of Business hours
    • Hit Create

# Creating Users

  • Select Users → create new user
  • Click on the '+' icon
  • Choose the Type
  • In the Search users field, find an LDAP user.
  • Choose the Role
  • If Beneficiary type is selected →, you need also to select Client and Contracts
  • Hit Create

# creating an issue

  1. go to the home page (opens new window)
  2. Select New issue in the menu +
    • Fill in the Title field
    • Select the Contract
    • Fill in the Type, Software, Severity and *Description fields
    • Hit Submit

# user types and roles

there are two types of users in SmartSLA:

  • the Beneficiary is a customer linked to a client and can create, see and respond to tickets
  • the Expert is part of the team handling the issues

User roles is explained in the following table :

TYPE Beneficiary Expert Admin OP
ROLE Viewer Beneficiary Expert Manager Administrator Platform Admin
TICKETS List / Get Only those linked to its contracts ✓ ✓ ✓
Create ✓ ✓ ✓ ✓
Update X X ✓ ✓
Comment ✓ ✓ ✓ ✓
Comment private X ✓ ✓ ✓
Archive X X X X
USERS /TEAMS /CLIENTS List / Get Only those linked to its contracts Only those linked to its contracts ✓ ✓ ✓
Create X X ✓ ✓
Update X X ✓ ✓
Delete X X ✓ ✓
SOFTWARE List / Get Only those linked to its contracts Only those linked to its contracts ✓ ✓ ✓
Create X X ✓ ✓
Update X X ✓ ✓
Delete X X ✓ ✓
CONTRACTS List / Get Only his contracts Only his contracts ✓ ✓ X
Create X X ✓ X
Update X X ✓ X
Delete X X ✓ X
Profile Get own profile ✓ ✓ ✓ ✓

© SmartSLA - Developed and supported by Linagora, 2019-2022.

+ + + diff --git a/index.html b/index.html new file mode 100644 index 0000000..8c026fc --- /dev/null +++ b/index.html @@ -0,0 +1,48 @@ + + + + + + SmartSLA + + + + + + + + +
SmartSLA
hero

+ SmartSLA +

+ Dedicated to manage customer support tickets +

+ Get started → +

DOCUMENTATION

Installation guide

Configuration guide

COMMUNITY

Report an issue

LICENSE & AGREEMENTS

Contributor agreement

AGPL V3 License

COMPANY - LINAGORA

About Us

Contact

OSSA : Open Source Software Assurance

© SmartSLA - Developed and supported by Linagora, 2019-2022.

+ + +