The "Support" module on Drupal

Some notes on configuring the module

• Follow the online instructions, but also
  • set the support content type not to be on the front page
  • set the from email address to be do-not-reply@mydomain
  • Default sort: State/ascending
  • Secondary sort: Last update/descending
  • Modify the new and updated ticket email to be something like this:

Please do not reply to this message but update the ticket with any responses.

!update_username has created the ticket '!ticket_subject':
!ticket_url

Ticket text:
------------------------------
!ticket_body------------------------------

• Create a client
• Set up a menu item:
  • Support
    • All Tickets -> support/clientname/all
    • All Open -> support/clientname/all

Assigning an issue to another person

• When editing the issue node, simply change the author

Subscribing another person

• add entry to support_assigned table
  INSERT INTO support_assigned VALUES (nid, uid);
• check who is subscribed, e.g.:
  SELECT uid FROM support_assigned WHERE nid=2541;
  • e.g. INSERT INTO support_assigned VALUES (2541,9);
• or simply add their names when creating the ticket