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CFTroubleTickets Installation

Author : Daniel Mackey Email : dan@digital-crew.com

Installation of CFTroubleTickets is very straight forward. Follow the steps below to get up and running quickly and easily with CFTroubleTickets.

System Requirements

CFTroubleTickets was developed using Adobe ColdFusion MX and Versions CFMX6.1 / CFMX7+ are supported on a Windows platform.

A MySQL database is required to hold all the application data. At present, only MySQL is supported.

Internet Explorer 6 / 7 , Mozilla FireFox and most modern browsers are required for the rich user interface employed by CFTroubleTickets.

Unzipping the CFTroubleTickets Application

When you purchase CFTroubleTickets, you will receive a zip file containing the latest release of the application. Simply unzip the whole package to a web accessible and ColdFusion enabled directory of your server. 

There are a number of configuration files that need editing before you can run the application for the first time.

globals.cfm - This file holds information used to connect to the database and sets various application URL and FILE paths. Match the variables in this file with the values specific to your server. Make sure you set the correct datasource, username and password in this file that you will create from the mysql database creation below.

application.cfm - This file holds session and application information. Not much needs to be changed, unless you wan to force the sessions firstname, lastname, email, etc. Also, if the Session Timeout needs to be increased its done here at sessionTimeoutMins. This value counts down from 40 minutes, the default, as displayed as the "Session Time" in the upper right hand corner of the application.

startSchedule.cfm - This file creates and starts a ColdFusion scheduled task that enables the application to track all the support emails. Edit this file and set the URL variable to the path specific to your server. The default will work fine if you editied globals.cfm first. You will need to call this file from a URL in a browser to execute and start the schedule.

Setting Up The MySQL Database

The zip package contains a file related to the MySQL database. The file (cftroubletickets-mysql-schemaAndData.sql) contains a dumped query of the database schema and initial data. This needs to be run against a new database. We recommend you call this database CFTroubleTickets

The next thing you have to create is the datasource.  The only one to use is mysql for now.

  1. Create a NEW database in your mysql server. Name it what you would like, we recommended “CFTroubleTickets-MySQL”.
  2. Use the script in the root directory called cftroubletickets-mysql-schemaAndData.sql to create the tables for you. If you have Mysql-Front end GUI software. (If you don’t have it you have to find an old copy OR go to dev.mysql.com and get the GUI Mysql Tools. If you just double click the file it will open up the file.
  3. Go into the Dbhost table in the mysql Grant table in mysql database. and add the database you just created with Y privileges appropriate to your security needs. Also make sure you have “y” privilages for all columns in the USER GRANT TABLES for the user that you are using in globals.cfm. 
  4. Use the command Flush privelages to re-initialize the privelages.
Next create a datascource in Cold Fusion administrator that points to this database that you just created. Be sure to write that datasource name down.

Logging In To Your Copy Of CFTroubleTickets

You are now ready to log into your copy of CFTroubleTickets. The default login details for an administrator is:

Email : admin@cftroubletickets.com
Password : admin

Changing Default Queue Settings

Log in as the Administrator using the credentials above.  Use the USERS section to change the default Administrator credentials and follow the next step after logging out and back in to the application.

On the tree view on the left hand side, select Queues->Manage Queues

This will show a queue called General Support

Click on the edit button to the right of the screen and modify the details in the dialog that is presented.

Test the application by sending an email to the email address specified in the dialog above and you should get a confirmation ticket back.

Adding Staff To A Queue 

To add a member of staff to a queue, first click the Users->Staff link on the left-hand side tree view. Add a new member of staff.

Now, you need to assign this member of staff to a queue so click Queues->User Queues

Click EDIT on the specific queue and select all the users you wish to have access to that queue. You are now complete.