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           SupportPRO SupportDeskv3.0  Readme File
                 February 26, 2007
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(c) Copyright Armia Systems, 2007. All rights reserved.

This file contains information that describes installation and 
usage of SupportPRO SUPPORTDESK 
You can find more help on the product and the installation in the /docs folder.


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Contents
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1.0 Introduction
2.0 Installing SupportPRO SUPPORTDESK
3.0 Operational Instructions for SupportPRO SUPPORTDESK 
4.0 Setting email parser
5.0 Supportdesk API
6.0 Upgrading from version2.0

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1.0 Introduction
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This file contains important information you should read
before installing SupportPRO SUPPORTDESK. You will require PHP
and MySQL installed on your server to Proceed with installation. 


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2.0 Installing SupportPRO SUPPORTDESK 

2.1 Upload the unzipped contents to a web accessible directory on your website.
    For eg: http://yourdomain.com/support/ where support is the directory.    
    Make sure you upload the licence.txt file to the license folder inside  
    support directory. You can download the license.txt file by following the  
    link in the welcome email.

2.2 Create a MySQL database and a database user with full permission on the  
    database which just created. If you have any hosting control panel like   
    cPanel, Plesk, DirectAdmin or Helm you can do the same by logging into it.

2.3 Open a browser and point it to http://yourdomain.com/support/install/

    You will be prompted to provide write permission (chmod 777) for a set of  
    files and folders as listed below which are necessary to continue the   
    installation.

	a)	config/settings.php
	b)	attachments
	c)	downloads
	d)	custom
	e)	styles
	f)	csvfiles
	g)	admin/purgedtickets
	h)	admin/purgedtickets/attachments	

     You cannot continue installation without the changes mentioned in this  
     page. Once you are done a Next button will appear at the bottom of the 
     page.

2.4 In the next page you need to enter the Database info including the hostname, 
    database name, database user and password. You will obtain these details 
    from step 2.2 If your MySQL server resides in the same machine you can just   
    enter localhost as database hostname. If your database connection is 
    Successful you will be allowed to proceed to the next step.

2.5 In next step you will be asked more display preference and again a few more 
    admin setting in the next screen. You can always change these admin settings 
    once you login to the admin panel later.

2.6 Next screen you may enter your Email preferences. From address, From Names, 
    Admin Email, Escalation Email etc. 

2.7 If you want to set Email Piping on you may need to add the pipe as described  
    in the page. Click Next and you are done. See section 4.0 for more details.
  		

Remove the 'Write' permission provided to the file config/settings.php'.

Delete the 'install' folder and you are ready to go. 

Follow the steps mentioned under 3.0(Operational instructions)for configuration.


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3.0 Operational Instructions for SupportPRO SUPPORTDESK 
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After you have successfully installed the SupportPRO 
SUPPORTDESK, you can configure and start using it by following
the instructions below.

3.1) Login to Admin Section (http://yourdomain.com/support/admin/) using 
     the following information.
	username	:	admin
	password	:	admin
	 
3.2) Create companies you may want your users to register with
	 (Companies->Add)

3.3) Create departments in each company (Departments->Add)

3.4) Add staff members (Staff->Add)

3.5) Assign staff members to departments  
	 (Departments -> Assign Staffs)

3.6) Create Knowledge base Categories  
	 (Knowledge base -> Add Categories)

3.7) Add Knowledge base entries  
	 (Knowledge base -> Add KB Entries)  


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4.0 Setting email parser
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You can generate tickets from email using either an email forwarder
or pop3. The procedure to implement this is listed below

4.1) To use mail forwarder for your ticket system  add 
     path_to_php -q yourinstalldirectory/parser/parser.php  as
     the forwarder address for your support mail address.
     an example could be  
     |/usr/bin/php -q /home/supportpro/public_html/install-folder/parser/parser.php 


     NOTE: 1) The default 'Support' department added during the 
	      installation process will use 'dept@yoursite.com' as its 
	      contact email. 
     	      Hence you need to set the forwarder for this email address. 
	      If you are setting a forwarder for a different address 
              please modify the email address of the department 'Support' 
              after logging into Admin Panel.
	   	

4.2) To use pop3 to fetch mail for your ticket system add 
     path_to_php -q yourinstalldirectory/parser/pop3.php  as
     "Command to run" in the cron setting.Set the cron to run in every minute.
     an example could be  
	/usr/bin/php -q /home/supportpro/public_html/install-folder/parser/pop3.php 

     NOTE: 1) The default 'Support' department added during the 
	      installation process will use 'dept@yoursite.com' as its 
	      contact email. Hence you need to set the same value in add 
	      pop3 configuration in the admin Panel

           2) All mails from your inbox will be deleted by the parser 
   	      after reading.


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5.0 SupportDesk API
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Supportpro Supportdesk provides an API to add users to the supportdesk
from your program.This could be used in systems proposed to have common
user database.More information on API integration is provided on 
"API Documentation.txt" located in 'api' folder.


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6.0 Upgrading from version2.0
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6.1 Download the new version of Supportpro SupportDesk and replace 
     all your current files except config folder and license folder with the new  
     one

   NOTE: 1) You will lose all customizations; language will be set as English,
		and Cool green will be set as the default style for staff/users.

6.2 Run the URL http://yourdomain.com/updations and follow the 
    instructions shown on screen. 