Overview
The goal of this epic is to provide a central way for users to report issues/ask for help/... on a Tuleap platform.
What should be covered:
- There are several general Categories of Support Requests (eg "Connection platform", "Cloud deployment", "Print & office"). There might be up to 20 Categories.
- Each Category can be split in Services (eg. "Connection platform" can have "incident", "pre-enrollment" & "post-enrollment" ). There might be 3 to 7 Services per Category.
- Services might be different from one Category to another
- Each Service has different need and should lead to a different "form"
- At Category level there should be some common services (shared documentation, knowledge base, instructions)
- Services have common "Service Desk" need like SLA calculation
- Despite this heterogeneous nature of requests (up to 20*5), there is a need to have consolidated views of requests (reporting & dashboarding).
Non goals
This epic is not about how to distinguish "consumers" (aka guests) and "producers" kind of users on a platform. All users are expected to have a regular user account on the target platform.
High level proposal
- Central access to "Support Categories" (central project accessible from any Tuleap page)
- One Tracker per Service
- Service tracker grouped as a Category
- Find a way to select through Categories / Services (Widget ? on Tracker page ? other)
- One Mediawiki widget for knowledge base and search.
- Ability to create a "linked artifact" out of a support request in a 3rd party tracker
- The source artifact (support request) is updated based on the linked artifact based on rules (status semantic update ?)
- Ability to completly move an artifact from one tracker to another (request triage & routing)
- Extend cross tracker search to re-use "group of trackers"
- New graph type for service desk (like open/close over a time period)
- New field to compute an elapsed time (based on current time of display)
- Integration end-points for BI tool (PowerBI): pre-computation & ease of data presentation for seamless usage