#### Trouble Ticket System General Setup

Note 1: The Parallels Business Automation - Standard built-in trouble ticket system cannot be enabled without at least one ticket category, priority, and queue created.

Note 2:Before enabling an external Helpdesk system, please make sure that the Helpdesk-side module is placed into a correct directory on a SOAP server and the secret passphrase (HSPC_SECRET) is specified in the Helpdesk-side module configuration file.

When an external Helpdesk is used, the Trouble Tickets item in the Provider or Reseller Control Center left menu is hidden.

The Support Manager setup page displays the type of Trouble Ticket System used (Parallels Business Automation - Standard built-in module or an external Helpdesk):

- If the built-in module is used, then the screen shows whether the trouble ticket system enabled in general ( next to the Enabled for customers field means 'Enabled' and customers can view and manage their trouble tickets from the Control Panel) and whether customers can post new problem reports ( next to the Allow posting new tickets field means that customers can post new tickets). In addition, the default tickets queue and priority is shown. These queue and priority is assigned to tickets that do not have any special notation in respect to queue to be placed into and priority to be assigned.
- If an external Helpdesk is used, then both an external Helpdesk server URL and synchronization status are shown:
  - Status. An external Helpdesk server and Parallels Business Automation - Standard connection. This field shows whether an external Helpdesk server is available over the network and if it answers properly on the Parallels Business Automation - Standard Management Node requests. Online status means that everything is fine and in this case, an external Helpdesk name is shown (for example, 'Cerberus Helpdesk'). Errors status means that an external Helpdesk server is offline or does not answer properly on the Parallels Business Automation - Standard requests. The latter problem can occur if the passphrase (HSPC_SECRET) is not entered or was entered incorrectly. Three basic types of errors can occur:

    SOAP fault. An external Helpdesk server response contains errors in XML format. The response content is shown in brackets.

    Communication fault. Invalid format of a Helpdesk server response. A non-SOAP format of message was received. The message content is shown in brackets.

    Transport fault. Errors connected with a SOAP server physical unavailability or HTTP errors. Problem details should be shown in brackets.

  - Force complete synchronization. When an external HelpDesk is used, Parallels Business Automation - Standard only checks and synchronizes the data that is absent on external Helpdesk. However, in some cases, for example to fix some corrupted records on external HelpDesk, the complete data synchronization is useful. To force synchronization of absolutely all data, click the Enable link. In this case, Parallels Business Automation - Standard will perform the complete data synchronization each time you open the Support Manager - Setup screen.To switch to the normal synchronization, click the Disable link.

    Note: The forced complete synchronization is set per session. When you close the browser, the data synchronization is brought to the normal mode, i.e., only the data that is absent on external HelpDesk is synchronized when you log in to Provider Control Center next time.

  - Synchronized. This field shows the status of data synchronization between Parallels Business Automation - Standard database and an external Helpdesk server. In normal mode, data is synchronized each time you open the Support Manager Setup screen. Yes in this field means that everything is fine. Errors means that a Helpdesk server response is invalid or a server is not available. Error types are the same as for server status described above.

To enable or disable a ticket system or select an external helpdesk:

1. Select Account Director - Support Manager - Setup.
2. Select the General tab. The ticket system general settings appear on the screen.
3. Click the Edit button.
4. Select which trouble ticket system to use:

- To use the built-in Parallels Business Automation - Standard trouble ticket system, set the option button to Parallels Business Automation - Standard Trouble Tickets and set its availability for customers:
  - Check the Enabled for customers checkbox to make the Trouble Ticket System available for customers (in this case your customers will see the Trouble Ticket System link in the Help & Support zone, in the Control Panel) and allow customers to manage their trouble tickets.
  - Check the Allow posting new tickets checkbox to allow your customers to submit problem reports using the Trouble Ticket System.
- To use an external HelpDesk, set the option button to External HelpDesk Integration and enter the following:
  - Type the Helpdesk-side module URL into the SOAP server URL field.
  - Enter the passphrase (the value of the `HSPC_SECRET` constant to be specified in an external helpdesk configuration file) to be used to generate the secret headers for messages sent to the external HelpDesk into the SOAP passphrase field.

1. Click the Update button to save changes.

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