I checked the install.txt and mail.txt, but it lack the basic explaination of how the big picture works like, such as what is the client here means, will each user has the ability to create the ticket if set the permission properly, etc.
This module looks promise, just like to find whether it has better document, and I think more people will start to use it.

Comments

Jimmel’s picture

Jimmel commented

I would like to second this issue about the lack of documentation for the support module. There is nothing on the the project page.

As it is quite complicated to setup, this lack of instruction is going to put a lot of people off this module.
A complaint that is fairly regular with Drupal modules.

jeremy’s picture

jeremy commented

Patches are welcome from folks that have managed to set it up. Hopefully the link to the demo site also helps. Some day I hope to improve the documentation myself, but it's not likely in the near future as I've not got enough spare time atm...

Jimmel’s picture

Jimmel commented

Thanks for the reply

If I get it up and running I will attempt to explain the procedure and put it up here.

Ivan Simonov’s picture

Ivan Simonov commented

>such as what is the client here means...

For me CLIENTS here looks like PROJECTS

And real clients - is site users...

izmeez’s picture

izmeez commented

We have been using the Support module for more than a year. It's been a great little module and we're not even using all it's features.

I remember puzzling over the term "clients" and "desks". People have many different use cases and will probably want to approach it differently. So the term "client" may better equate to "project" in some use cases.

Some people are using support in conjunction with taxonomy or organic groups which allows for another degree of separation.

We are using it with organic groups with the support_og patch. This allows us to have groups for different clients and different projects. We use the desks like shared work spaces so we named the desks in a generic fashion so they could apply to each group no matter what. We have a developer desk, manager desk, editor desk. This way each client/project (group) can have these three desks for tickets related to developers, managers, editors.

We have added a minor custom patch to the UI so where ever the user would see the term "client" such as "- select client -" they see "desk".

A big thanks to Jeremy and others that have made this is all possible.

dmirtillo’s picture

dmirtillo commented

I agree with Ivan and izmeez that the entity now seen as "client" woul fit better if it was called "project".

I've added an issue on the usability of the module, you guys might want to have a look:
http://drupal.org/node/1003322

Jimmel’s picture

Jimmel commented
Status: Active » Closed (duplicate)
otaci.martins’s picture

otaci.martins commented
Version: 6.x-1.x-dev » 7.x-1.0-beta3

Somebody who have succeeded with setup in D7?

Can share some howto?