Support Services Manager ("SSM")
Documentation
version 1.0 BETA (Standard Version)
INTRODUCTION…
Support Services Manager ("SSM") is a powerful Support Desk and Knowledge Base application. It includes many powerful features to allow you to easily add a full-featured Knowledge Base along with a robust support request or "trouble ticket" management system to your existing support services. Through SSM, you will be able to easily manage these effective systems and reduce the time and effort required in providing award-winning technical support. In addition, certain versions of SSM allow you to integrate your Knowledge Base, Support Desk, and Web Community into one single sign-on environment, creating an easy, beneficial system to your users. This level of integration is only possible with SSM or expensive custom development work, making SSM very cost-effective. We hope that you find SSM to be a worthwhile addition to your online network.
SUMMARY FEATURE LIST…
SYSTEM REQUIREMENTS...
In order to successfully install and use SSM on your system, you will require the following components:
SSM was tested and run successfully under Apache on Linux with PHP version 4.0.6 & under Personal Web Server on Windows with PHP version 4.0.4.
It is also recommended that you be somewhat knowledgeable in installing server-side PHP scripts. If, after reading this document, still require assistance with your installation of SSM, please read and follow the steps in the Getting Help section of this document.
BEFORE INSTALLING…
Please adhere to the following guideline BEFORE installing SSM:
INSTALLATION…
The Installation process:
SETTING UP SSM…
Tasks to accomplish before making your installation of SSM a public application for your site:
USING SSM…
We feel that in most cases, SSM is a self-explanatory system. We have included detailed explanations in most administrator features and the client side system includes clearly labeled functions. We are at the present time developing additional Help documentation, so no detailed Help files are included at the present time. Should you find a feature of SSM that you need explained, please contact us as described in this document’s Getting Help section and we’ll be more than happy to assist you.
IF YOU FIND SSM USEFUL…
GETTING HELP…
If you need additional assistance after reading the material in this document, there are several methods available for your use:
This is a queued system (powered by SSM) that allows users to submit threaded support requests. This system is intended to allow users to discuss support issues privately with the SheddNet Support Team. Use this system especially if you would need to divulge personal information such as usernames and passwords for installation support.
This support system is accessible through the link located at http://net.sheddtech.com/
Please use the Forums for the majority of your support issues. This allows other users to assist in answering your questions and it also allows for the development of a community based around developing and supporting SSM. Please also post feature requests in the appropriate section of the Forums.
These forums are located at:
http://net.sheddtech.com/forums/
CHANGE LOG…
Version 1.0 BETA Released
LICENSE AGREEMENT…
Support Services Manager ("SSM") Software version 1.0 BETA End-User License Agreement This license is copyright 2001, by Shedd Technologies International SSM is a product of Shedd Technologies International copyright 2001-2002 by Shedd Technologies, All Rights Reserved Your use of this product ("SSM") is governed by this End-User License that you agreed to upon downloading this product. Any usage or modification of this product in anyway that is not specified or allowed under the following terms of this agreement may void your license agreement and result in action by law against you. END-USER LICENSE AGREEMENT Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. Redistributions in any form other than the original source form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Shedd Technologies International may publish revised and/or new versions of this license, each with a distinguishing version number. Once covered code has been published under a particular version of the license, you may always continue to use it under the terms of that version. You may also choose to use such covered code under the terms of any subsequent version of the license published by Shedd Technologies International. No one other than Shedd Technologies International has the right to modify the terms applicable to covered product created under this License. Redistributions of any form whatsoever must retain following acknowledgment that exists at the bottom of all generated pages. Removing this text will void the license agreement and could result in legal action. Shedd Technologies International reserves all rights in regard to this product, including the right to distribution. Shedd Technologies also reserves the right to terminate this license agreement with the End User ("You") at any time for violating this agreement. You will be notified in writing by Shedd Technologies International before a termination takes effect. Redistribution and use in source and binary forms, with or without modification, are restricted by Shedd Technologies International. Please contact Shedd Technologies International for information of redistributing this product. DISCLAIMER THIS SOFTWARE IS PROVIDED ``AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE SHEDD TECHNOLOGIES INTERNATIONAL DEVELOPMENT TEAM OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
Shedd Technologies International Development Team
Robert Shedd, Project Manager
Special Thanks to the Sheddtech Documentation Team
This document was created by the Shedd Technologies International Documentation Team. All content is copyright 2002 by Shedd Technologies International, all rights reserved.