Setting up separate Projects in CDR link relies on groups, roles and also channel setup. This document details a minimal configuration for setting up such a Project that uses a simple email channel to receive notifications from customers.
Link Instance Admin = person with full admin rights over a link instance
Link Instance Customer= any person that submits a message via any of the configured channels of a Link instance
Link Instance Agent = a person specifically set up in Link to work on tickets submitted by Customers
Channel Admin = person responsible for setting up and administering the infrastructure that will be used to receive and send email messages and notifications for a specific project.
Before adding a project to CDR link, the following must be decided:
Once channels are decided on, the Link Instance Admin can liaise with the Channel Administrator to set up the required channels and configure them in Link.
Once the project name is known, groups, roles and overviews may be set up as per steps 1, 2, 3 below. Once a group is created, channels will require a modification as per step 4 below.
Once the agents are decided on, the Link Instance Admin can add them in Link, as described in step 5 below.
If an email signature is desired for the project, it can be configured prior to the steps below according to https://admin-docs.zammad.org/en/latest/channels/email/signatures.html
Groups are the main ways to differentiate between projects. Each CDR channel will add new incoming tickets to an associated group; and agents working on tickets can be given group permissions to work on them.
In the Admin panel, go the Groups tab, and select New Group.
Add the group name to match the name of the project. The “Assignment timeout” can be left blank. If a signature is already configured it can be selected under “Signature”. If this project uses an Email channel - select it from the drop-down menu under “Email”, then hit Submit.