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MailManager/docs/adminguide/source layout.xml,NONE,1.1.2.1
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From: Kevin C. <ke...@us...> - 2006-02-24 16:20:45
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Update of /cvsroot/mailmanager/MailManager/docs/adminguide/source In directory sc8-pr-cvs1.sourceforge.net:/tmp/cvs-serv23456/source Added Files: Tag: RELENG_2_1 layout.xml Log Message: Added in the admin guide --- NEW FILE: layout.xml --- <?xml version="1.0" encoding="ISO-8859-1"?> <!DOCTYPE article PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "/usr/share/sgml/docbook/dtd/4.3/docbookx.dtd" []> <article> <articleinfo> <title>MailManager 2.1 Admin Guide</title> <author> <firstname>Kevin</firstname> <surname>Campbell</surname> <affiliation> <address><email>kev at logicalware dot com</email></address> </affiliation> </author> <!-- All dates specified in ISO "YYYY-MM-DD" format --> <pubdate>2006-02-24</pubdate> <!-- Provide a good abstract; a couple of sentences is sufficient --> <abstract> <para> In progress... </para> </abstract> </articleinfo> <section id="contents"> <title>Contents</title> <para> Settings Quick Set Up Users List users Add a new user Remove a user Accounts List accounts Add a new account Assignment Notify users of new tickets by email Mail source Email forwarding Collecting email from a mail server Test the new account Account options Priorities Categories Response time Setting an auto-reply Signatures Remove account Groups List groups Add new group Remove group Filters Customers Options Categories Response templates Attachments System Delete and archive tickets Restore tickets Set tickets screen Disk usage\uc0\u8232 Settings The Administrator is a special type of user that is responsible for setting up and changing the way mailmanager works. Log in using your initial user name and password. mailmanager set up is done in the Settings section. Choose the Settings tab in the Main Tabs Menu (If you cannot see the Settings tab then you are not set up for Administrator access.) There is a list of the Settings functions on the main page of the Settings section. You can also move around the Settings section using the Settings Menu under the Main Tabs Menu. Quick Set Up To get up and running you need to set up at least one account to receive email (See 4.5. Mail source ). For each account you must set up the Mail Source (where the email is coming from) and the Assignment (which user will be assigned the email). All other account settings are optional. You will probably want to set up a couple of users as well (See 4.3. Assignment ). Users List Users The List User page shows all users that are set up on MailManager. To change details click on the green Edit button for that user. Users are displayed in alphabetical order by username. Add a New User You need to fill in the user\'d5s name and email address and set up a username (max 12 characters) and password. Then set up the access that will be granted to this user from the checkboxes. Views Tickets View Reports Change Settings Changing system settings (the Administrator role) should be restricted. You may wish to restrict viewing reports to some users or allow everyone to view reports. There is the option to add a signature for the user. The user has the option to use this signature when replying to email with mailmanager. Note: You do not need to add the standard signature first line (--) as this will automatically be used. Remove a User Go to the Remove User page from the Sub Menu. Click on the red Delete button. You will see a confirmation page and will have to confirm your choice. Delete cannot be undone once it has been confirmed. You will be asked to choose a user in order to reassign any tickets and accounts currently assigned to this user. If deleting this user would reduce a group to only one member you will not be able to delete the user. Accounts List Accounts All accounts set up on \cf4 \expnd0\expndtw0\kerning0 mail manager are listed on this page. To change settings for these accounts click on the green Edit button. After editing the new details will be displayed and you must confirm them to make the changes. Add New Account Click on Accounts on the Settings Sub Menu and go to Add New Account. Enter the email address that you want to create an account for. This will be the name of the account. It is also the address that emails sent from this account will originate from. </para> </section> <section id="assignment"> <title>Assignment</title> <para> Tickets are always assigned to only one user at a time. You must set up how incoming tickets are to be assigned. The Assign to option has two choices: <itemizedlist> <listitem> <para> Assign to user All new tickets for this account are assigned to one user. A list of all the users set up on mailmanager are displayed in a drop down menu. </para> </listitem> <listitem> <para> Assign to group This allows you to assign new tickets to a group of users. Incoming tickets will be assigned to each member of the group in turn. The drop down menu will display all the groups you have set up in mailmanager </para> </listitem> </itemizedlist> </para> <para> Notify Users Of New Tickets by Email mail manager can send an email notifying a user than there is a new ticket assigned to them or one of their tickets has been updated. Check the checkbox to add notification. If you have set the account to be assigned to a group you may also choose to have the other members of the group notified of new tickets and updates. Email notification is useful for accounts where very urgent tickets arrive or for accounts which have very few new tickets to save users having to regularly check for new messages on the web. Note: By using one of the many email to pager or email to SMS services (SMS is sometimes called text messaging) it is possible to have notifications of new tickets sent to your pager or mobile phone. </para> <para> Mail Source Mail Source controls how the email is collected by mailmanager. There are two choices: Email Forwarding A special address will be created e.g. <systemname>+<account>@my.logicalware.net The "@" sign in your account name should be replaced with an "=" sign. If you choose Email Forwarding as the Mail Source the special address created for the account will be displayed after the new account is added. You must arrange for email to be forwarded to this address to enter the system. Your ISP or mail server administrator should be able to do this for you. Many ISPs offer a \'d2control panel\'d3 which allows you to set up your email forwarding through the web. Email forwarding is the most efficient way for mail to be sent to the system and will result in mail arriving almost instantly. Collecting Email from a Mail Server mail manager can collect email directly from your mailbox. You will need to know the mail server address, username, password and server type. You can find these details in your email client e.g. Outlook or from your ISP. Server type will be POP3, POP3 with SSL, IMAP or IMAP with SSL. Note: POP3 is an older protocol than IMAP and is slightly slower so if you have a choice of POP3 or IMAP you should use IMAP. Mail will be collected from your mailbox every 10 minutes. This is slightly less efficient than email forwarding as the mail may take up to 10 minutes to arrive in the account. Test the new Account Once you have added the new account \cf4 \expnd0\expndtw0\kerning0 mail manager is now ready to receive email. Send some test mail to the account email address and wait for it to arrive. Note that this may take up to 10 minutes. Click on Tickets in the Main Tabs Menu and select the new account from the Top Bar to view tickets. If the email sent to \cf4 \expnd0\expndtw0\kerning0 mail manager is not appearing as tickets check the Mail Source settings for the account. Account Options Account options enable you to configure optional settings for each account. Priorities You can set a default priority for tickets in this account. There are five levels of priority: Critical High Normal Low Junk Users can change the priority for individual tickets. Categories You can choose a default category for the account. Categories are set up under Options in the Settings Sub Menu . Users can change the category for individual tickets. Response Time Response Time allows you to set a service level for the account. The service level is the length of time between a ticket being received and it being closed. It can vary from 1 hour to 30 days. When a ticket goes over the response time for the account It will be flagged as Overdue . This allows users to prioritize these tickets. This can also useful for measuring performance against Service Level Agreements (SLA). Setting an Auto-reply An auto-reply can be set, so that whenever an email is received an automatic reply is sent. The auto-reply will only be used if the auto-reply checkbox is checked. An example auto-reply is displayed in the auto-reply text box. You may want to tell the customer the ticket number of their email. This is done using %T in the reply which will be replaced with the ticket number. If you wish to use HTML tags in your auto-reply you must check the Allow HTML checkbox. Signatures Setting a signature means that every email sent from this account will have the same text added at the end of the mail. This may include contact details or confidentiality statements. It is good practice that signatures should be no more than four lines and should begin with two hyphens followed by a new line, for example: -- Logicalware Ltd. \u8232 http://www.logicalware.com Although a four line signature is the recommended maximum \cf4 \expnd0\expndtw0\kerning0 mail manager will allow you to make the signature as long as you wish. If you wish to use HTML tags in your signature you must check the Allow HTML checkbox. Note: If you are using an auto-reply on this account and you are using a signature with HTML tags you must check Allow HTML for the auto-reply as well. If a user signature is set then the user signature will appear before the account signature in replies. Remove Account Go to Remove Account and click on the red Delete button next to the account listing. Groups Instead of assigning incoming emails for an account to a named user it is possible to assign to a group of users. This will assign incoming emails to each member of the group in turn so that the tickets are shared among the group. Groups can correspond to departments in your company. Common groups are "Sales" and "Support". Note that users may be in more than one group. List Groups Click on Groups in the Settings Menu where you can view the list of groups set up in \cf4 \expnd0\expndtw0\kerning0 mail manager . Change the members of groups by clicking on the green Edit button in the group listing. Add New Group Click on Add New Group and fill in the group name. Choose which users are members of this group by checking the checkbox by their name. A group must have more than one user. Once a new group is set up it will appear on the list of groups available on the accounts page for assignment. Remove Group To delete a group it must not be currently used by an account. A warning will be displayed if you try to delete a group that is in use. Filters Filters allow you to process email as it arrives in mail manager . You set up a rule to process the email which defines which emails are affected and what actions are taken. Filter processing overrides the default settings on accounts. For example you may want to set up a user as an account manager. You can add a filter that will assign any email from a particular email address to the same user, no matter which account received the email. Click on Add New Filter then choose From from the drop down menu and exactly matches . Then fill in the text box with the email address or full name used e.g. "John Smith" or \cf5 \expnd0\expndtw0\kerning0 \ulnone . Then you set up the rules that will apply to all email that matches this filter, such as assigning to a particular user with a higher than usual priority. To match all email from a company e.g. jo...@ex... and ja...@ex... you would change exactly matches to contains and put "example.com" in the text box. You may add or remove the email headers to be used by the filters by going to Edit Headers List Customers You may add selected customers to \cf4 \expnd0\expndtw0\kerning0 mail manager . This will allow them to log in and view their own tickets. As well as setting a username and password you will have to specify which email addresses will be viewable. Customers will log in on the standard \cf4 \expnd0\expndtw0\kerning0 mail manager Log In page. Options Categories Categories allow users to group similar tickets together. This may be tickets about the same subject or types of enquiries. Accounts can be set up with a default category. Think of it as filing the tickets for future reference. Categories are most useful when dealing with old tickets, either in searching or reporting. Go to Options on the Settings Menu then choose one of the three category choices. You set a name for the category and build up the list of the choices in the category by using the Add and Delete buttons. Category 1 is set up as an example. The choices here are: Customer query Sales lead Technical problem Other New choices will be added to the bottom of the list. The choices will be displayed throughout mailmanager in the same order as in this list. You can switch categories on or off with the Apply checkbox. Categories can be used for many different purposes, for example you could have a category for each product your company has. You can have any number of choices for each of your three categories. Response Templates Set up Templates by going to Options on the Settings Sub Menu and choosing Templates Response templates are used for creating standard email responses. Often there will be similar problems or requests. It helps users deal efficiently with common emails if common responses can be used as replies. The users can customize the text of the templates in their own replies if necessary. You can have as many templates as you wish and there is no limit to the size a template can be. If you want to use HTML tags in your templates you must enable them by using the Allow HTML tags checkbox. Attachments Attachments can be uploaded from your computer and added to ticket replies, but \cf4 \expnd0\expndtw0\kerning0 mail manager allows you to store standard attachments centrally on the system. Standard attachments are uploaded by the Administrator. These are uploaded in the Attachments section under Options , which also lists all attachments currently stored. Press the Browse button to search for files on your own hard drive. Users may then add these attachments to outgoing emails. It is a good idea to keep common attachments such as price lists or product brochures in the central attachments store, it helps users find required attachments quickly and makes it very easy to ensure that any attached files are the most up to date versions. It also makes it less likely that viruses or other inappropriate content will be sent out to customers. System Delete & Archive Tickets One of the important features of \cf4 \expnd0\expndtw0\kerning0 mail manager is that all email is stored centrally solving the problem of lost email. However the amount of storage required can get very large so there is the option of deleting old mail. Remember that deleted mail will not be available for generating reports. You should select what age and category of tickets you wish to delete and click the Delete button. You will then be shown how many tickets on the system match the criteria and are given the option to permanently delete these tickets from the system. By checking the archive checkbox an archive file will be created containing the deleted tickets. Restore Tickets This option allows deleted tickets to be restored from an archive file. It is important that the archive file is not changed in any way from when it was downloaded, for example it should not be unzipped. Tickets must be restored to the same account that they were originally from. If you attempt to restore to a different account you will get an error message. Set Tickets Screen It is possible to control what information is displayed on the main tickets screen. By default everything other than the category and the assigned user are displayed. Note: If you have too many fields displayed the page will not fit onto smaller monitors. The refresh rate controls how often the Tickets screen with automatically refresh. After a refresh any new tickets that have been received will be displayed. The final option controls the number of tickets that will be displayed per page on the Tickets tab. The default is 15 tickets per page. Disk Usage Disk Usage displays the amount of storage space in MB that is being used. logicalware ltd. 2002-2005 mailmanager 2.0 administrator guide </para> </section> </article> |