HelpDesk
Frans Help Desk module
Dev Notes
10/25:
a/ Bug when due date is set back to null.
This bug happens when customer replies to the HD ticket.
When a ticket is created, customer received an acknowledgement email like this
When customer replies to that email; Gateway pulls that email and convert it to a reply to the ticket. During that process; due-date is somehow reset to null.
Help Desk Aheadworks setup guide
To set up a gateway for HDU:
1/ Example gateway using GMail:
It's recommended to enable `Delete Emails from Host`, it helps keep track when the email has been processed or not.
2/ Example gateway using Outlook: WIP
Behind the scenes, when cron job `aw_helpdesk2_process_gateway` runs, it pulls emails and create new entry(s) in table `aw_hd_gateway_email`
Another cron job, `aw_helpdesk2_process_email` processed that email and marked it with status 1
Appendix: https://aheadworks.com/resources/help-desk-ultimate/user-manual-help-desk-ultimate