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WebAmoeba Ticket System Documentation

Documentation (Stable 2.0.0)

webamoeba.co.uk

Documentation
WATS (Stable 2.0.0)

What’s New?
Version 2 brings some major new features to WATS. Version 2 has been redesigned and coded from the ground up. The new design should lead to extra stability, and make WATS easier to modify. A WATS control panel has been added. The control panel shows alink to all of the other administration pages, and a brief set of statistics displaying some useful information about the tickets.

Ticket categories have been added, whenever a ticket is submitted the user must choose the appropriate category. Tickets are now viewed based upon the categories they have been submitted to. If you do not wish to use categories then if you make only one category thiswill simulate having no categories.

User Groups have been added; previously there were three predefined user groups, admin, advisor, and user. You can now add your own groups, remove the predefined groups, and edit groups.

Each group has permission settings, these may appear complex at first, but are relatively simple once explained. A default installation will be setup with the equivalent ofthe version 1 groups.

A new formatting solution has been implemented. The CSS names have been rethought, and an administrative way of implementing your styles included. If you don’t want to use this feature, you can disable it.

To help ensure that the WATS database integrity is upheld, a WATS database maintenance option has been added. This will scan your WATS area of the database andresolve and inconsistencies.

To make administration navigation quicker and easier, a quick link bar has been added. This bar is always present within the WATS administration pages, making it easy to navigate between tasks.

Figure A

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Installation
Download the latest copy of the WATS component fromwww.webamoeba.co.uk Go to your Mambo or Joomla installation and login to the back end as a super administrator, go to components: install/uninstall. Browse to the WATS component zip file, and press upload file.

Administration Control Panel
There are nine options for the WATS component; all of these are explained more thoroughly later in this document. All these options are accessible through the normalmenus (Figure B), the control panel and the quick link bar (Figure A). Some basic statistics of your WATS installation are shown on the control panel. These statistics are based upon all of the tickets in all the categories in the installation.

Figure B

Figure C

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Configuration
There are six sections in theconfiguration page, each of which is explained below.

General
Customise the general appearance behaviour and language of WATS.

Users
If you want to allow all of your registered users’ access to WATS, then enable ‘Allow All User Access’. You can also import users; this will import the user when they first use the component. The default group is the group that the users will automaticallybe part of when ‘Allow All User Access’ is enabled.

Agreement
If you want your users to accept an agreement before using the ticket system, then create a content item with the agreement. You can then link to this using the agreement content item id.

Notification
If email notification is enabled, when a new ticket is submitted the notify email address will receive one email. If a reply isgiven to an existing ticket a notification will be sent to the notify email address, the ticket owner, and all users who have replied to the ticket.

Upgrade
When you uninstall a component, normally it will remove the database as well. If you enable the upgrade route, then when you uninstall WATS 2.0.0 the component data will stay intact. This will enable you to upgrade without the worry of...