Overview

Description

SmartSLA adds the ability for clients to create support tickets / issues concerning supported software under a scope of a contract and interact with experts and admins.

it consists of:

• frontend app built using VueJS.
• OpenPaaS component as backend, built using nodeJS.

Supported Browsers

SmartSLA uses vue CLI version 3 ,you don't have to add polyfills to support Internet EXplorer 11 and Safari 9/10 . It's automatically generated for you

Browsers	Supported
Chrome	✓
Firefox	✓
Safari 10+	✓
Edge	✓
IE11	✓
IE9/IE10	X

Installation

here are the steps required to install SmartSLA after you have installed OpenPaas

1. install the backend component

$ESN_PATH is your openpaas installation path $SMARTSLA_PATH is your SmartSLA installation path

• clone and install the project

git clone https://ci.linagora.com/linagora/lgs/smartsla/smartsla-backend.git
cd smartsla-backend
npm i
export SMARTSLA_PATH=$(pwd)

• link the module to OpenPaas

cd $ESN_PATH/modules
ln -s $SMARTSLA_PATH smartsla-backend

• add it to the modules list

vi $ESN_PATH/config/default.json

add smartsla-backend to the modules array

...
"modules": [
...,
"smartsla-backend"
],
...

• run or restart OpenPaas

2. install the frontend app

• clone and install the project

git clone https://ci.linagora.com/linagora/lgs/smartsla/smartsla-frontend.git
cd smartsla-frontend
npm i

• run the development server

npm run serve

assuming OpenPaas is already running, the SmartSLA should be running on http://localhost:8081

• build the project for production

npm run build

the built project is located in dist folder and can be deployed in any web server ( ie nginx )

configuration

1. frontend app

edit the public/env/openpaas.js file:

• VUE_APP_OPENPAAS_URL your openpaas instance url where the SmartSLA backend component is installed.
• SSP_URL your SSP url to be used to reset user passwords.
• LIMESURVEY_URL your limesurvey instance url.
• SUPPORT_ACCOUNT customize your SmartSLA information

2. backend app

• Set the limesurvey API in the configuration: http://limesurvey.smartsla.local is our limesurvey instance url

export $ESN_URL="http://localhost:8080/"
export $ESN_ADMIN="admin@open-paas.org"
export $ESN_PASS="secret"
curl -X PUT -H 'Accept: application/json' -H 'Content-Type: application/json' $ESN_URL -u "$ESN_ADMIN:$ESN_PASS"  -d '[
  {
    "name": "smartsla-backend",
    "configurations": [
      {
        "name": "limesurvey",
        "value": {
          "surveyId": 491487,
          "apiUrl": "http://limesurvey.smartsla.local/index.php/admin/remotecontrol/",
          "username": "admin",
          "password": "password",
          "limesurveyUrl": 'http://limesurvey.smartsla.local/'
        }
      }
    ]
  }
]'

3. limesurvey

• After installing and running limesurvey and postgresql, you can start using limesurvey home page.

• Otherwise You can follow the installation procedure for limesurvey 2.0 (opens new window).

  1. Click Next until you reach the Database configuration screen

  insert the following in the fields:

  Database type `PostgreSQL`
  Database location `pgsql`
  Database user `postgres`
  Database password `limesurvey`
  Database name `limesurvey`
  Table prefix `lime_`
  

  2. Activate the /admin/remotecontrol API:
  • Go to http://limesurvey.smartsla.local/index.php/admin/globalsettings (opens new window) page
  • Select Interface tab
  • Enable Publish /admin/remotecontrol API (rpc_publish_api: 1)
  3. Import the survey:
  • Go to http://limesurvey.smartsla.local/index.php/admin/survey/sa/newsurvey/tab/import
  • Import survey : limesurvey_survey_491487 (opens new window)
  4. Initialize the survey participants, a table for our survey will be created in the database:
  • Click on survey participants and after that click on Initialise participant table
  5. Activate the survey:
  • Click on activate this survey
  • Select params fields
  • Click on Save & activate survey

4. using SmartSLA

• the admininstration page is available at http://localhost:8081/administration, you can use your openpaas admin credentials to login:

email: admin@open-paas.org
password: secret

Tutorial video

Playlist SmartSLA - EN (opens new window)

• Tutorial 1: Login SmartSLA and design presentation (opens new window)
• Tutorial 2: Expert's profile features (opens new window)
• Tutorial 3: Create a customer and a support contract (opens new window)
• Tutorial 4: How to add a software within the scope of a contract (opens new window)
• Tutorial 5: How to set up the service-level agreement of a contract (opens new window)
• Tutorial 6: How to add a software to the list (opens new window)
• Tutorial 7: How to create an anomaly ticket by client (opens new window)
• Tutorial 8: How to assign and handle/process a ticket by an helpdesk expert (opens new window)
• Tutorial 9: How to process a ticket and resolve it by providing a patch (opens new window))
• Tutorial 10: Closing a ticket by the client (opens new window)

before starting

Creating a Software, Client and Contract

1. Select Software → create new software
   • Click on the '+' icon
   • Fill in the field Name
   • Hit Create
2. Select Clients → create new client
   • Click on the '+' icon
   • Fill in the field Name
   • Hit Create
3. Select Contracts → create new contracts
   • Click on the '+' icon
   • Fill the field Name
   • In Client choose the client we created before
   • Fill in thefields Timezone, Business hours, Start date and End date
   • Hit Create
4. In Contract detail page, fill in Supported software
   • Click on the '✎' icon and on the '+ ADD' button
   • Fill in the fields Software, Start date, Critical, Version and OS
   • Hit Create
5. Go back ← to the Contract detail page, fill each Contractual commitments
   • Click on the '✎' icon and on the '+ ADD' button
   • Fill in the fields Request type, Severity, Ossa identifier and Treatment time range of Business hours
   • Hit Create

Creating Users

• Select Users → create new user
• Click on the '+' icon
• Choose the Type
• In the Search users field, find an LDAP user.
• Choose the Role
• If Beneficiary type is selected →, you need also to select Client and Contracts
• Hit Create

creating an issue

1. go to the home page (opens new window)
2. Select New issue in the menu
   • Fill in the Title field
   • Select the Contract
   • Fill in the Type, Software, Severity and *Description fields
   • Hit Submit

user types and roles

there are two types of users in SmartSLA:

• the Beneficiary is a customer linked to a client and can create, see and respond to tickets
• the Expert is part of the team handling the issues

User roles is explained in the following table :

TYPE		Beneficiary	Expert	Admin OP
ROLE		Viewer	Beneficiary	Expert	Manager	Administrator	Platform Admin
TICKETS	List / Get		Only those linked to its contracts	✓		✓	✓
	Create		✓	✓		✓	✓
	Update		X	X		✓	✓
	Comment		✓	✓		✓	✓
	Comment private		X	✓		✓	✓
	Archive		X	X		X	X
USERS /TEAMS /CLIENTS	List / Get	Only those linked to its contracts	Only those linked to its contracts	✓		✓	✓
	Create		X	X		✓	✓
	Update		X	X		✓	✓
	Delete		X	X		✓	✓
SOFTWARE	List / Get	Only those linked to its contracts	Only those linked to its contracts	✓		✓	✓
	Create		X	X		✓	✓
	Update		X	X		✓	✓
	Delete		X	X		✓	✓
CONTRACTS	List / Get	Only his contracts	Only his contracts	✓		✓	X
	Create		X	X		✓	X
	Update		X	X		✓	X
	Delete		X	X		✓	X
Profile	Get own profile		✓	✓		✓	✓

© SmartSLA - Developed and supported by Linagora, 2019-2022.