Settings

First, django-helpdesk needs django.core.context_processors.request activated, so you must add it to the settings.py. For Django 1.7, add:

from django.conf import global_settings
TEMPLATE_CONTEXT_PROCESSORS = (
            global_settings.TEMPLATE_CONTEXT_PROCESSORS +
            ('django.core.context_processors.request',)
     )

For Django 1.8 and onwards, the settings are located in the TEMPLATES, and the request module has moved. Add the following instead:

TEMPLATES = [
    {
        'BACKEND': 'django.template.backends.django.DjangoTemplates',
        ...
        'OPTIONS': {
            ...
            'context_processors': (
                # Default ones first
                ...
                # The one django-helpdesk requires:
                "django.template.context_processors.request",
            ),
        },
    },
]

The following settings can be changed in your settings.py file to help change the way django-helpdesk operates. There are quite a few settings available to toggle functionality within django-helpdesk.

HELPDESK_DEFAULT_SETTINGS

django-helpdesk has a built in UserSettings entity with per-user options that they will want to configure themselves. When you create a new user, a set of options is automatically created for them which they can then change themselves.

If you want to override the default settings for your users, create HELPDESK_DEFAULT_SETTINGS as a dictionary in settings.py. The default is below:

HELPDESK_DEFAULT_SETTINGS = {
        'use_email_as_submitter': True,
        'email_on_ticket_assign': True,
        'email_on_ticket_change': True,
        'login_view_ticketlist': True,
        'tickets_per_page': 25
        }

Generic Options

These changes are visible throughout django-helpdesk

  • HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT When a user visits “/”, should we redirect to the login page instead of the default homepage?

    Default: HELPDESK_REDIRECT_TO_LOGIN_BY_DEFAULT = False

  • HELPDESK_KB_ENABLED show knowledgebase links?

    Default: HELPDESK_KB_ENABLED = True

  • HELPDESK_NAVIGATION_ENABLED Show extended navigation by default, to all users, irrespective of staff status?

    Default: HELPDESK_NAVIGATION_ENABLED = False

  • HELPDESK_TRANSLATE_TICKET_COMMENTS Show dropdown list of languages that ticket comments can be translated into via Google Translate?

    Default: HELPDESK_TRANSLATE_TICKET_COMMENTS = False

  • HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG List of languages to offer. If set to false, all default google translate languages will be shown.

    Default: HELPDESK_TRANSLATE_TICKET_COMMENTS_LANG = ["en", "de", "fr", "it", "ru"]

  • HELPDESK_SHOW_CHANGE_PASSWORD Show link to ‘change password’ on ‘User Settings’ page?

    Default: HELPDESK_SHOW_CHANGE_PASSWORD = False

  • HELPDESK_FOLLOWUP_MOD Allow user to override default layout for ‘followups’ (work in progress)

    Default: HELPDESK_FOLLOWUP_MOD = False

  • HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE Auto-subscribe user to ticket as a ‘CC’ if (s)he responds to a ticket?

    Default: HELPDESK_AUTO_SUBSCRIBE_ON_TICKET_RESPONSE = False

  • HELPDESK_EMAIL_SUBJECT_TEMPLATE Subject template for templated emails. %(subject)s represents the subject wording from the email template (e.g. “(Closed)”).

    Default: HELPDESK_EMAIL_SUBJECT_TEMPLATE = "{{ ticket.ticket }} {{ ticket.title|safe }} %(subject)s"

  • HELPDESK_EMAIL_FALLBACK_LOCALE Fallback locale for templated emails when queue locale not found

    Default: HELPDESK_EMAIL_FALLBACK_LOCALE= "en"

Options shown on public pages

These options only change display of items on public-facing pages, not staff pages.

  • HELPDESK_VIEW_A_TICKET_PUBLIC Show ‘View a Ticket’ section on public page?

    Default: HELPDESK_VIEW_A_TICKET_PUBLIC = True

  • HELPDESK_SUBMIT_A_TICKET_PUBLIC Show ‘submit a ticket’ section & form on public page?

    Default: HELPDESK_SUBMIT_A_TICKET_PUBLIC = True

Options that change ticket updates

  • HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE Allow non-staff users to interact with tickets? This will also change how ‘staff_member_required’ in staff.py will be defined.

    Default: HELPDESK_ALLOW_NON_STAFF_TICKET_UPDATE = False

  • HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP Show edit buttons in ticket follow ups?

    Default: HELPDESK_SHOW_EDIT_BUTTON_FOLLOW_UP = True

  • HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP Show delete buttons in ticket follow ups if user is ‘superuser’?

    Default: HELPDESK_SHOW_DELETE_BUTTON_SUPERUSER_FOLLOW_UP = False

  • HELPDESK_UPDATE_PUBLIC_DEFAULT Make all updates public by default? This will hide the ‘is this update public’ checkbox.

    Default: HELPDESK_UPDATE_PUBLIC_DEFAULT = False

  • HELPDESK_STAFF_ONLY_TICKET_OWNERS Only show staff users in ticket owner drop-downs?

    Default: HELPDESK_STAFF_ONLY_TICKET_OWNERS = False

  • HELPDESK_STAFF_ONLY_TICKET_CC Only show staff users in ticket cc drop-down?

    Default: HELPDESK_STAFF_ONLY_TICKET_CC = False

Staff Ticket Creation Settings

  • HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO Hide the ‘assigned to’ / ‘Case owner’ field from the ‘create_ticket’ view? It’ll still show on the ticket detail/edit form.

    Default: HELPDESK_CREATE_TICKET_HIDE_ASSIGNED_TO = False

Staff Ticket View Settings

  • HELPDESK_ENABLE_PER_QUEUE_PERMISSION If True, logged in staff users only see queues and tickets to which they have specifically been granted access - this holds for the dashboard, ticket query, and ticket report views. User assignment is done through the standard django.admin.admin permissions. Note: Staff with access to admin interface will be able to see the full list of tickets, but won’t have access to details and could not modify them. This setting does not prevent staff users from creating tickets for all queues. Also, superuser accounts have full access to all queues, regardless of whatever queue memberships they have been granted.

    Default: HELPDESK_ENABLE_PER_QUEUE_PERMISSION = False

Default E-Mail Settings

The following settings default to None but can be set as defaults, rather than setting them per-queue.

  • QUEUE_EMAIL_BOX_TYPE
  • QUEUE_EMAIL_BOX_SSL
  • QUEUE_EMAIL_BOX_HOST``
  • QUEUE_EMAIL_BOX_USER
  • QUEUE_EMAIL_BOX_PASSWORD

Discontinued Settings

The following settings were defined in previous versions and are no longer supported.

  • HELPDESK_CUSTOM_WELCOME
  • HELDPESK_KB_ENABLED_STAFF Now always True
  • HELPDESK_NAVIGATION_STATS_ENABLED Now always True
  • HELPDESK_PREPEND_ORG_NAME Please customise your local helpdesk/base.html template if needed
  • HELPDESK_SHOW_DELETE_BUTTON_TICKET_TOP Button is always shown
  • HELPDESK_SHOW_EDIT_BUTTON_TICKET_TOP Button is always shown
  • HELPDESK_SHOW_HOLD_BUTTON_TICKET_TOP Button is always shown
  • HELPDESK_SHOW_KB_ON_HOMEPAGE KB categories are always shown on the homepage
  • HELPDESK_SUPPORT_PERSON Please customise your local helpdesk/attribution.html template if needed
  • HELPDESK_DASHBOARD_SHOW_DELETE_UNASSIGNED Button is always shown
  • HELPDESK_DASHBOARD_HIDE_EMPTY_QUEUES Empty queues are always hidden
  • HELPDESK_DASHBOARD_BASIC_TICKET_STATS Stats are always shown
  • HELPDESK_FOOTER_SHOW_API_LINK Link to API documentation is always shown. Edit your local helpdesk/base.html template if needed.
  • HELPDESK_FOOTER_SHOW_CHANGE_LANGUAGE_LINK Is never shown. Use your own template if required.
  • HELPDESK_ENABLE_PER_QUEUE_MEMBERSHIP Discontinued in favor of HELPDESK_ENABLE_PER_QUEUE_PERMISSION.