Guide to xTuple Customer Support module for Drupal

Overview

xTuple has developed a customer incident module for Drupal that interfaces with the xTuple database using API views. This interface allows authorized users to sign in to xTuple.org and create incident reports via the web. These incidents are automatically inserted into the xTuple ERP database where they can be viewed and updated via the xTuple client software. Additionally, incidents created via the xTuple client will be viewable via the web-based interface, if they meet certain criteria.

Using the Web module

Accessing the module

By default, the module will be accessed at http://<domain>/support.

Authorization is based on the user role. Users who are not logged in or not authorized to use the Customer Support tool will see a custom error message instead of a list of incidents.

Not Authorized

Authorized users will see a list of incidents. They can view/update existing incidents or create new ones.

Incident List

To view an incident, click on the incident number in the list.
Incident View

Creating an incident via the web
To create a new issue, follow these steps:

1.Login
2.Go to Customer Support
3.Click on Create New Incident
4.Enter the incident details and click Update Incident

[When a new incident is created, the incident is inserted into the xTuple database.]

The user who submitted the incident will receive a confirmation email:

Updating an incident via the web
To update via the web, login to the site, go to /support, and click on an issue ID number to open the issue. Add a comment or attach a file and click Update issue.

[When an incident is updated, the incident is updated in the xTuple database.]

The user who updated the incident will receive a confirmation email: