# 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)

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link the module to OpenPaas

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

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add it to the modules list

vi $ESN_PATH/config/default.json

add smartsla-backend to the modules array

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

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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

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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="[email protected]"
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/'
        }
      }
    ]
  }
]'

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# 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_`
```
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1. 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)
1. 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)
1. 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
1. 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: [email protected]
password: secret

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# Tutorial video

SmartSLA guides

# Playlist SmartSLA - EN (opens new window)

# before starting

# Creating a Software, Client and Contract

Select Software → create new software
- Click on the '+' icon
- Fill in the field Name
- Hit Create
Select Clients → create new client
- Click on the '+' icon
- Fill in the field Name
- Hit Create
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
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
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

go to the home page (opens new window)
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		✓	✓		✓	✓