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    Summary
    Service Desk
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    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
    Progress
    Empty
    Empty
    Canceled
    Details
    #26756
    Manuel Vacelet (vaceletm)
    2024-09-26 10:44
    2022-05-04 15:02
    Attachments
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    References
    Referenced by epic #26756

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