Helpdeskrating - README

ABOUT

Helpdeskrating is a Plugin for GLPI extending the helpdesk tickets with a new
tab. Here the work of the technician can be rated in 4 different
categories (overall, sollution, technician, time) with points from 1 to 6,
where 1 is best and 6 is worst.

In turn the technician can also rate the requester's communication, input
and collaboration, also with points from 1 to 6.

Additional to that the requester and the technician have the possibillity
to add a comment to their rating, to explain the given points, if needed.

The rating is possible as soon as the ticket is solved.

More about Helpdeskrating can be found here

FEATURES

• Rating of Helpdesk tickets by the requester and the technician
• Rating is optional and always possible as soon the ticket is solved
• Rating a Ticket automatically accepts the solution
• Rating is easy to set up and to do
• Different statistics for the technician

PREREQUISITES

GLPI >= 0.84

INSTALLATION

Exctract the ZIP archive and copy the folder "helpdeskrating" and all its
content into the plugin-folder of your GLPI installation.

Afterwards it's ready to be activated inside the GLPI Plugins menu.

## USAGE
To rate a ticket, it has to be solved or closed. A user can first see the
rating form, if he is either the requester or an assigned technician.
The requester can see the users' rating form and the assigned technician can
see the technicians' rating form.
The users' rating will trigger an event to send an email to the technician, if
mailing is activated in GLPI.
The technicians' rating won't trigger an mailing event unless the technician
allows the user to see the technicians' rating.
It is not possible to change the ratings.

The Helpdeskrating statistics can be accessed through the navigation header,
under the navigation menu "Plugins". The statistics page shows the ratings
the users gave the currently logged in technician.

## UPGRADE from 0.0.10 and prior Versions
TCPDF is not needed anymore.
- You can delete the file statistic_tmp.php in the folder front and the
whole folder tcpdf inside the inc folder
or
- Delete all files inside the folder "helpdeskrating" and copy the new ones
into this folder.

If the new files are in the correct place, go into the GLPI Plugins menu
update it and activate it again.

LICENSE

Copyright (C) 2010-2014: Christian Deinert

The GLPI Plugin Helpdeskrating is free software: you can redistribute it and/or modify
it under the terms of the GNU Lesser Public License as published by
the Free Software Foundation, either version 3 of the License, or
(at your option) any later version.

The GLPI Plugin Helpdeskrating is distributed in the hope that it will be useful,
but WITHOUT ANY WARRANTY; without even the implied warranty of
MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
GNU Lesser Public License for more details.

You should have received a copy of the GNU Lesser Public License
along with the GLPI Plugin Helpdeskrating. If not, see http://www.gnu.org/licenses/.