Cerb

Introduction LDAP (Lightweight Directory Access Protocol) is a service designed to share contact information between applications. It is often used to provide centrally managed corporate account information. A single login/password combination can ... [More] allow access to various applications, and it only needs to be changed in a single place to take effect everywhere. We provide a plugin for LDAP integration with Cerb. This article explains how to use it. Instructions Prerequisites This plugin requires the LDAP PHP extension. This is usually available through the package manager for your distribution. On Debian/Ubuntu: sudo apt-get install php5-ldap Installing the plugin The plugin needs to be installed in the storage/plugins/ directory of your Cerb5 installation. Change directory to /path/to/cerb5/storage/plugins Run the command: git clone git://github.com/cerb5-plugins/wgm.ldap.git Enabling the plugin The plugin can be enabled from the web interface. Open Cerb5 in your web browser. Click Setup->Plugins. Enable the [Cerb5] LDAP Integration plugin and click the Save Changes button. Configuring the plugin You should substitute your own LDAP connection details during this section. Click the Plugins menu and select LDAP from the list. Enter your LDAP settings: Click the Save Changes button. Your connection information will be verified when you save it. Enabling LDAP logins for workers A worker account needs to exist in Cerb5 with an associated email address that matches their contact record in your LDAP directory. A new LDAP option will appear on the login form: The worker should enter their email address and the password on file in your LDAP directory. Enabling LDAP logins in the Support Center Unlike worker authentication, contacts will be automatically created in your Support Center during their first login if they exist in your LDAP directory. Additionally, their given name and surname will be imported if available. Configuring your Support Center profile Navigate to Setup->Community Portals->Configure. Select the Support Center where you want to enable LDAP logins. On the Settings tab, scroll to the Login section and select LDAP for the "Authenticate logins using these methods:" option. This can be set exclusively, or in conjunction with other login methods. Click the Save Changes button. Logging in Contacts from your LDAP address book should now be able to log in using their existing email address and password. Next Steps Alternate credentials With a relatively simple modification to the plugin's code you could change the login credentials from email/password to any other combination. For example, your users may be familiar with using a screen name or account number instead of an email address. Multi-factor authentication You could also modify the plugin's code to use multi-factor authentication for improved security. Two-factor security, for instance, is comprised of "something you know" and "something you have". For example, at an ATM (automated bank-teller machine), you have an access card and know a secret PIN number. You generally cannot use the ATM to access your account without both factors. Other accounts may also require a security token in addition to a login and password. [Less]

Introduction LDAP (Lightweight Directory Access Protocol) is a service designed to share contact information between applications. It is often used to provide centrally managed corporate account information. A single login/password combination can ... [More] allow access to various applications, and it only needs to be changed in a single place to take effect everywhere. We provide a plugin for LDAP integration with Cerb. This article explains how to use it. Instructions Prerequisites This plugin requires the LDAP PHP extension. This is usually available through the package manager for your distribution. On Debian/Ubuntu: sudo apt-get install php5-ldap Installing the plugin The plugin needs to be installed in the storage/plugins/ directory of your Cerb5 installation. Change directory to /path/to/cerb5/storage/plugins Run the command: git clone git://github.com/cerb5-plugins/wgm.ldap.git Enabling the plugin The plugin can be enabled from the web interface. Open Cerb5 in your web browser. Click Setup->Plugins. Enable the [Cerb5] LDAP Integration plugin and click the Save Changes button. Configuring the plugin You should substitute your own LDAP connection details during this section. Click the Plugins menu and select LDAP from the list. Enter your LDAP settings: Click the Save Changes button. Your connection information will be verified when you save it. Enabling LDAP logins for workers A worker account needs to exist in Cerb5 with an associated email address that matches their contact record in your LDAP directory. A new LDAP option will appear on the login form: The worker should enter their email address and the password on file in your LDAP directory. Enabling LDAP logins in the Support Center Unlike worker authentication, contacts will be automatically created in your Support Center during their first login if they exist in your LDAP directory. Additionally, their given name and surname will be imported if available. Configuring your Support Center profile Navigate to Setup->Community Portals->Configure. Select the Support Center where you want to enable LDAP logins. On the Settings tab, scroll to the Login section and select LDAP for the "Authenticate logins using these methods:" option. This can be set exclusively, or in conjunction with other login methods. Click the Save Changes button. Logging in Contacts from your LDAP address book should now be able to log in using their existing email address and password. Next Steps Alternate credentials With a relatively simple modification to the plugin's code you could change the login credentials from email/password to any other combination. For example, your users may be familiar with using a screen name or account number instead of an email address. Multi-factor authentication You could also modify the plugin's code to use multi-factor authentication for improved security. Two-factor security, for instance, is comprised of "something you know" and "something you have". For example, at an ATM (automated bank-teller machine), you have an access card and know a secret PIN number. You generally cannot use the ATM to access your account without both factors. Other accounts may also require a security token in addition to a login and password. [Less]

Introduction LDAP (Lightweight Directory Access Protocol) is a service designed to share contact information between applications. It is often used to provide centrally managed corporate account information. A single login/password combination can ... [More] allow access to various applications, and it only needs to be changed in a single place to take effect everywhere. We provide a plugin for LDAP integration with Cerb. This article explains how to use it. Instructions Prerequisites This plugin requires the LDAP PHP extension. This is usually available through the package manager for your distribution. On Debian/Ubuntu: sudo apt-get install php5-ldap Installing the plugin The plugin needs to be installed in the storage/plugins/ directory of your Cerb5 installation. Change directory to /path/to/cerb5/storage/plugins Run the command: git clone git://github.com/cerb5-plugins/wgm.ldap.git Enabling the plugin The plugin can be enabled from the web interface. Open Cerb5 in your web browser. Click Setup->Plugins. Enable the [Cerb5] LDAP Integration plugin and click the Save Changes button. Configuring the plugin You should substitute your own LDAP connection details during this section. Click the Plugins menu and select LDAP from the list. Enter your LDAP settings: Click the Save Changes button. Your connection information will be verified when you save it. Enabling LDAP logins for workers A worker account needs to exist in Cerb5 with an associated email address that matches their contact record in your LDAP directory. A new LDAP option will appear on the login form: The worker should enter their email address and the password on file in your LDAP directory. Enabling LDAP logins in the Support Center Unlike worker authentication, contacts will be automatically created in your Support Center during their first login if they exist in your LDAP directory. Additionally, their given name and surname will be imported if available. Configuring your Support Center profile Navigate to Setup->Community Portals->Configure. Select the Support Center where you want to enable LDAP logins. On the Settings tab, scroll to the Login section and select LDAP for the "Authenticate logins using these methods:" option. This can be set exclusively, or in conjunction with other login methods. Click the Save Changes button. Logging in Contacts from your LDAP address book should now be able to log in using their existing email address and password. Next Steps Alternate credentials With a relatively simple modification to the plugin's code you could change the login credentials from email/password to any other combination. For example, your users may be familiar with using a screen name or account number instead of an email address. Multi-factor authentication You could also modify the plugin's code to use multi-factor authentication for improved security. Two-factor security, for instance, is comprised of "something you know" and "something you have". For example, at an ATM (automated bank-teller machine), you have an access card and know a secret PIN number. You generally cannot use the ATM to access your account without both factors. Other accounts may also require a security token in addition to a login and password. [Less]

Introduction We maintain two separate code repositories on GitHub for Cerb5 and Cerb6. Before upgrading to the latest versions of 6.x, you should ensure that you're pulling updates from the proper repository. Instructions First, change to the ... [More] directory on your server where you've installed Cerb: cd /path/to/cerb6 Now pull up a verbose listing of your remote repositories: git remote -v You should see output like this: origin [email protected]:wgm/cerb6.git (fetch) origin [email protected]:wgm/cerb6.git (push) If you see wgm/cerb5.git then you need to switch to the wgm/cerb6.git repository. Remove the current remote by name (if you're using a name other than origin then substitute that here): git remote rm origin Add a new remote that points to the Cerb6 repository: git remote add origin git://github.com/wgm/cerb6.git Pull the latest information from the repository: git fetch origin If desired, you can also upgrade to the latest stable release by switching branches: git checkout -m stable See the manual for more information about upgrading to new versions of Cerb. [Less]

Introduction For many years, we used Subversion for distributing project updates. If you installed Cerb5 from the ZIP download on our website at any point between 4.0 and 5.6 then your installation is probably pointing at our Subversion repository. ... [More] In March 2009, we switched the official project to Git and migrated to GitHub to make it even easier to share our source code and collaborate with other developers in the community. GitHub provides services like source code browsing, history, reporting, code reviews, issue tracking, wikis, and more. Despite the benefits of Git and GitHub, this decision also required us to go through several extra steps to keep our Subversion files synchronized with the main project. Not only was that merging process a hassle, but it also created a new place where bugs and other problems could be introduced. In January 2012 we finally felt confident that the time had come to discontinue our Subversion repository. The major supporting factor in this decision is that GitHub also still provides access to our files through existing Subversion tools. To continue upgrading your Cerb5 or Cerb6 installation using version control, you will need to make a decision: We highly recommend that you switch to Git. If you're willing to do this, follow these instructions instead. Alternatively, you can continue to use Subversion but you will need to switch your installation from pointing to our old Subversion repository to the new one on GitHub. The rest of this article will explain how to do this. Switching to the new Subversion repository Normally when a Subversion repository changes hosts you can simply use the svn switch --relocate command and then proceed as usual. However, this requires that the repository history is exactly the same on both hosts up to the point when it moved. GitHub provides access to our files through Subversion, even when we're using Git ourselves, but it does this in a way that is incompatible with our original repository. For this reason, there isn't a simple command you can issue to update your existing Subversion meta information. Here's what you should do instead: Make a current backup of your database. Move your existing cerb6/ directory to somewhere else (for example, cerb6_old/). This directory might be named something else, like support/ or helpdesk/. Checkout the latest stable project files from GitHub using Subversion: svn checkout https://github.com/wgm/cerb6/branches/stable cerb6 Copy or move the contents of your existing cerb6_old/storage/* directory to cerb6/storage/ Manually copy the settings from your existing framework.config.php file to the new one. The most important settings are the ones at the top that start with APP_DB_*. You'll also want to make sure you copy LANG_CHARSET_CODE and DB_CHARSET_CODE so your encoding is set properly. You should not just overwrite the new framework.config.php file with the old one because the format of this file can change between releases. Delete the cerb6/install/ directory. Make sure your webserver has recursive write access to the new cerb6/storage/ directory and read access to everything else. If you had originally installed Cerb in a directory other than cerb6/ (like helpdesk/) then you can move it back. Visit your helpdesk in a web browser. This should redirect you to the /update page to migrate your database to the new version (if it doesn't you can type in this URL manually). You should be all set. In the future you only need to run the command svn update in your cerb6 directory to upgrade to the latest stable version. [Less]

Privacy Statement and Disclosure WebGroup Media LLC (“WGM”) is a commercial open source company that has been leading and supporting the community development of Cerb6 (formerly Cerberus Helpdesk) since January 2002. In connection with this ... [More] business, we operate the cerberusweb.com project website, as well as an On-Demand (“software as a service”) network of applications hosted by subscription as subdomains of cerb4.com, cerb5.com, and cerb6.com. It is WGM’s policy to respect your privacy regarding any information we may collect while operating our websites and services. We do not sell any personally identifiable information or data stored by On-Demand services to third-parties. We do not directly share your information with third-parties without explicit permission except to comply with the law or to provide necessary infrastructure in connection with the services you request; however, there is some passive risk of exposure to third-party access inherent in web-based services that is outlined in detail below. We do our best to mitigate and minimize these risks on your behalf. Website Visitors Like most website operators, WGM collects non-personally identifying information of the sort that web browsers and servers typically make available, such as the browser type, language preference, referring site, and the date and time of each visitor request. WGM’s purpose in collecting non-personally identifying information is to better understand how WGM’s visitors use its website. From time to time, WGM may release non-personally identifying information in the aggregate; e.g., by publishing a report on trends in the usage of its website. WGM also collects potentially personally identifying information like Internet Protocol (IP) addresses for website visitors and workers. WGM only discloses IP addresses under the same circumstances that it uses and discloses personally identifying information as described below. Gathering of Personally Identifying Information Certain visitors to WGM’s websites choose to interact in ways that require us to gather personally identifying information. The amount and type of information that WGM gathers depends on the nature of the interaction. For example, we ask workers who sign up for On-Demand services to provide an email address. Those who engage in financial transactions with WGM (e.g. by purchasing products and services) are asked to provide additional information, including as necessary the personal and financial information required to process those transactions. In each case, WGM collects such information only insofar as is necessary or appropriate to fulfill the purpose of the visitor’s interaction with WGM. WGM does not disclose personally identifying information other than as described below. Visitors can always refuse to supply personally identifying information, with the caveat that it may prevent them from purchasing or engaging in certain services. Aggregated Statistics WGM may collect statistics about the behavior of visitors to its websites or workers of its On-Demand software. For instance, WGM may gather metrics about individual Cerb instances like the number of workers, addresses, conversations, messages, and attachments; the composition of file attachments such as distributions of sizes or file types; or the amount of activity over a given time period. This information is used to improve the usability and performance of products and services provided by WGM. WGM may display this aggregate, anonymous information publicly or provide it to others. However, WGM does not disclose personally identifying information other than as described below. Protection of Certain Personally Identifying Information WGM discloses personally identifying information only to those of its employees, contractors and affiliated organizations that (i) need to know that information in order to process it on WGM’s behalf or to provide products and services available at WGM’s websites, and (ii) that have agreed not to disclose it to others. Some of those employees, contractors, and affiliated organizations may be located outside of your home country; and by using WGM’s websites, you consent to the transfer of such information to them. WGM will not rent or sell potentially personally identifying and personally identifying information to anyone. Other than to its employees, contractors and affiliated organizations, as described above, WGM discloses personally identifying information only in response to a subpoena, court order, or other governmental request, or when WGM believes in good faith that disclosure is reasonably necessary to protect the property or rights of WGM, third parties, or the public at large. If you are a registered user of a WGM product or service like Cerb and have supplied your email address, WGM may occasionally send you an email to tell you about new features or to solicit your feedback. We primarily use our social network profiles to communicate this type of information, and we expect to keep email broadcasts to a minimum. If you send us a request (e.g. via a support email or one of our feedback mechanisms), we reserve the right to anonymously republish it in order to help us clarify or respond to your request, or to help us support other users. WGM takes all measures reasonably necessary to protect against the unauthorized access, use, alteration or destruction of potentially personally identifying information. Security and Safeguards WGM takes reasonable precautions to protect your data and personally identifying information. We do not have physical access to any of our servers or online storage mediums. See the section about “Third-Party Data Centers” for the upstream security policies of SoftLayer, Amazon Web Services, and Linode. These servers are protected within state-of-the-art data centers. WGM performs 24/7/365 monitoring of our network and service infrastructure. This includes metrics like server load, process information, account access, service utilization, and network activity. Web-based communication with our servers is protected through 256-bit encryption via Secure Socket Layer (SSL) technology. This feature is included with all On-Demand applications when URLs are prefixed with “https://”. It is the responsibility of clients and their representatives to ensure the use of SSL; and upon request we can configure your application to require the use of SSL. We do not store credit card information on our servers. For one-time transactions we do not save credit card or bank account numbers anywhere, although we do store email-based receipts that include contact information, payment type, transaction IDs, and authorization codes. For recurring transactions, payment information is stored with vendors who adhere to the Payment Card Industry Data Security Standards (PCI DSS). We use FreshBooks for sending invoices and collecting payments, and they protect financial information with AES encryption. We process credit card transactions through our merchant account at Authorize.net. Depending on a client’s preferred payment method, these transactions may alternatively take place through other vendors like PayPal, or through wire transfers to Wells Fargo Bank. We do not have access to client credit card numbers or bank account information through any of these vendors. WGM technicians securely access our servers using Secure Shell (SSH) encryption. Logins are authenticated with RSA keys rather than simple passwords. We do not provide general purpose client access (e.g. SSH, Telnet, FTP) to machines housing multi-tenant On-Demand data. We have disabled insecure features in our PHP environment (e.g. process control, shell command execution, remote file includes) to protect against arbitrary code execution. To protect against cross-site scripting (XSS), we “escape” all user-provided data that is displayed in a web browser. Disclosure of Security Breaches WGM will notify you as soon as possible if a security breach results in the potential disclosure of any personally identifiable information or data related to your account. At the conclusion of a security investigation, WGM will provide you with a report about the nature of any compromised data (e.g. email addresses, worker account passwords) and the actions taken to prevent future intrusions. Third-Party Data Centers, Cloud Computing, and Virtualization WGM remotely provisions, administers, and maintains servers in various data centers throughout the world and WGM does not maintain a physical presence in any of them. Most On-Demand services are currently provided from machines exclusively leased and operated by WGM from SoftLayer in their Seattle and Dallas facilities. However, other services, like our project portal, are provided from virtual servers in cloud computing and storage environments at Amazon Web Services, Linode, and Slicehost (Rackspace Cloud). In virtual environments, many users from various organizations share a pool of resources like computational power and storage capacity, although provisioned resources are isolated from one another to a similar degree as leased machines in a datacenter. Due to the remote nature of leased servers, colocation, cloud computing, and virtualization, authorized technicians from our vendors and service providers may have temporary access to our servers in order to perform physical maintenance and upgrades, or to provide hands-on assistance with troubleshooting issues like RAID degradation and hardware failures. In such events we defer to upstream privacy policies: http://www.softlayer.com/legal/privacy http://aws.amazon.com/privacy/ http://www.slicehost.com/privacy http://www.linode.com/privacy.cfm http://www.rackspace.com/information/legal/privacystatement.php Backups Cerb has two main components for storing customer data: (1) the database, and (2) the /storage/ filesystem which contains large, immutable content like email attachments. Data may be stored on a single machine, or distributed among several machines, on our On-Demand network. Generally, that data will be housed on WGM’s dedicated servers in SoftLayer’s datacenters. If you communicate with WGM, or use On-Demand services provided by WGM, your information will be regularly copied for the express purpose of maintaining backups for continuity and disaster recovery. Nightly backups and redundant storage are kept on machines controlled remotely by WGM. Backups may be transferred to Amazon’s Simple Storage Service (S3) for long-term, off-site archival. When WGM runs nightly backups, we make full backups of the database, and incremental backups of the /storage/ filesystem. These are stored in the same datacenter, and are often attached to the same server, but on an alternate, redundant storage medium. Twice per week (usually Wednesday and Sunday) we off-site the latest backups to our private buckets on Amazon’s S3 service. We also rotate these to keep a weekly backup for a few months of history, and at least the most recent three backups. Disposal of Data and Backups Upon cancellation, we remove all client data from the On-Demand network and send a final backup to Amazon S3. We will attempt to make arrangements for this backup to be transferred to the client before permanently destroying our copies of the data. Without an explicit request for their immediate removal, backups may be persisted for several months. We will comply with any written, and duly authenticated, client requests for the immediate destruction of all account data and backups. Testimonials WGM displays a list of clients and testimonials on our websites. We do not disclose the names of licensed organizations, or their representatives, without explicit permission, except in the event that a client freely discloses their identity through postings on public forums or social networks. Cookies A cookie is a string of information that a website stores on a visitor’s computer, and that the visitor’s browser provides to the website each time the visitor returns. WGM uses cookies to help WGM identify and track visitors, their usage of WGM website, and their website access preferences. Visitors who do not wish to have cookies placed on their computers should set their browsers to refuse cookies before using WGM’s websites, with the drawback that certain features of WGM’s websites may not function properly without the aid of cookies. Web-based products like Cerb require cookies to be enabled, although their use is limited to maintaining a logged-in session within the software. Business Transfers If WGM, or substantially all of its assets were acquired, or in the unlikely event that WGM goes out of business or enters bankruptcy, user information would be one of the assets that is transferred or acquired by a third party. You acknowledge that such transfers may occur, and that any acquirer of WGM may continue to use your personal information as set forth in this policy. Ads In the rare event that ads appear in any of our applications or on any of our websites, they may be delivered to users by advertising partners, who may set cookies. These cookies allow the ad server to recognize your computer each time they send you an online advertisement to compile information about you or others who use your computer. This information allows ad networks to, among other things, deliver targeted advertisements that they believe will be of most interest to you. This Privacy Policy covers the use of cookies by WGM and does not cover the use of cookies by any advertisers. Privacy Policy Changes Although most changes are likely to be minor, WGM may change its Privacy Policy from time to time, and in WGM’s sole discretion. WGM encourages visitors to frequently check this page for any changes to its Privacy Policy. Your continued use of this site after any change in this Privacy Policy will constitute your acceptance of such change. License This privacy policy is available under a Creative Commons Sharealike license derived from original groundwork by Automattic. WGM has no professional affiliation with Automattic. [Less]

Payment information for On Demand invoices Currently we are using Freshbooks for our billing purposes. You may log in to the billing site using the following URL: https://webgroupmedia.freshbooks.com While logged into the billing site, you can ... [More] select to pay the invoice online by using either Paypal or a credit card. If you choose to pay with a credit card, you can also select that same card to be used to pay your invoice every month as well. I used to have recurring billing already set with you guys, what happened? Over the past year, we transitioned from using Ubersmith to Freshbooks. That meant we couldn't transfer any existing recurring payments over because we do not host the billing sites ourselves, nor would you probably want your credit card information being transferred via a database dump either. We apologize for any inconvenience this has caused. [Less]

Introduction Often, watchers who receive copies of new helpdesk messages want to filter those messages in their email client. In earlier versions of Cerb5, the subject line for these messages was hard-coded to include an "incoming" or "outgoing" ... [More] tag, and a ticket mask. As of 5.4.3, the subject line for relayed mail defaults to the ticket subject, but you can also customize it through the interface using snippets. In this cookbook recipe, we're going to add back tags and ticket masks to the subject lines of watcher email. With what you'll learn, you'll also be able to include any other information you want in either the subject line or message content. For example, you can append the ticket status to the subject, or you can even include a due date or organization name. Implementation To start, navigate to your Virtual Attendant by clicking on your name in the top right and clicking on the 'virtual attendant' link. If you haven't created Attendant behavior for relaying messages on watched tickets, do the following (if you have, skip ahead): Under 'Create New Behavior', choose 'New Message on a Watched Conversation'. Click on the new behavior and select 'Edit Behavior' from the menu. Enter the title 'Relay messages to my email account'. Click the 'Save Changes' button. Now we want to filter out any messages sent by yourself. Click on the new behavior again, and select 'Add Decision' from the menu. Add the title 'Sent by me' and hit the 'Save Changes' button. Click on 'Sent by Me' and enter the title 'No'. Click the 'Add Condition' button and select 'Message sender address'. Change the dropdown from 'is' to 'is not' and enter your worker email address. Click the 'Save Changes' button. Click on 'No' and select 'Add Actions' from the menu. Set the title to 'Relay email'. Under 'Add Action', select 'Relay to external email'. Select your desired email address from the list. If you haven't already, you can add additional email addresses to your account from your worker preferences page (click your name in the top right and then 'my settings'). At this point you should be seeing the same screen whether you already had email relay behavior or you just set it up. Now we want to customize the message being sent to us. Set the subject to the following: [{%if is_outgoing %}outgoing{%else%}incoming{%endif%} #{{ticket_mask}}]: {{ticket_subject}} Click the 'Test' button to make sure you entered it correctly. Here's an explanation of exactly what is going on: The conditional statement {%if is_outgoing %} is checking whether or not the current message is outgoing (i.e. being sent by a worker). If so, the word "outgoing" is added to the subject. If not, the {%else%} section is providing "incoming" as the alternate text to display. The {{ticket_mask}} placeholder will display the ticket's mask, such as ABC-12345-678. And, finally, the {{ticket_subject}} placeholder will display the ticket's subject. This should produce a ticket subject for relayed email that looks like: [incoming #ABC-12345-678]: I'd like to discuss pricing information. More Things to Try You could also add the sender's organization to the subject line, if you know it, by appending the following: {%if sender_org_name %} ({{sender_org_name}}){%endif%} Perhaps you'd also like to append the ticket's current status: open, waiting, closed, or deleted. Append the following: ({{ticket_status}}) In the above examples, the important information is the {{placeholder}}, with double curly braces on either side. I've also wrapped them in (parenthesis) for clarity, so you can tell them apart from the ticket subject. You can change this to whatever format you want, just make sure to click the 'Test' button before you save your changes. [Less]

Introduction Often, watchers who receive copies of new helpdesk messages want to filter those messages in their email client. In earlier versions of Cerb5, the subject line for these messages was hard-coded to include an "incoming" or "outgoing" ... [More] tag, and a ticket mask. As of 5.4.3, the subject line for relayed mail defaults to the ticket subject, but you can also customize it through the interface using snippets. In this cookbook recipe, we're going to add back tags and ticket masks to the subject lines of watcher email. With what you'll learn, you'll also be able to include any other information you want in either the subject line or message content. For example, you can append the ticket status to the subject, or you can even include a due date or organization name. Implementation To start, navigate to your Virtual Attendant by clicking on your name in the top right and clicking on the 'virtual attendant' link. If you haven't created Attendant behavior for relaying messages on watched tickets, do the following (if you have, skip ahead): Under 'Create New Behavior', choose 'New Message on a Watched Conversation'. Click on the new behavior and select 'Edit Behavior' from the menu. Enter the title 'Relay messages to my email account'. Click the 'Save Changes' button. Now we want to filter out any messages sent by yourself. Click on the new behavior again, and select 'Add Decision' from the menu. Add the title 'Sent by me' and hit the 'Save Changes' button. Click on 'Sent by Me' and enter the title 'No'. Click the 'Add Condition' button and select 'Message sender address'. Change the dropdown from 'is' to 'is not' and enter your worker email address. Click the 'Save Changes' button. Click on 'No' and select 'Add Actions' from the menu. Set the title to 'Relay email'. Under 'Add Action', select 'Relay to external email'. Select your desired email address from the list. If you haven't already, you can add additional email addresses to your account from your worker preferences page (click your name in the top right and then 'my settings'). At this point you should be seeing the same screen whether you already had email relay behavior or you just set it up. Now we want to customize the message being sent to us. Set the subject to the following: [{%if is_outgoing %}outgoing{%else%}incoming{%endif%} #{{ticket_mask}}]: {{ticket_subject}} Click the 'Test' button to make sure you entered it correctly. Here's an explanation of exactly what is going on: The conditional statement {%if is_outgoing %} is checking whether or not the current message is outgoing (i.e. being sent by a worker). If so, the word "outgoing" is added to the subject. If not, the {%else%} section is providing "incoming" as the alternate text to display. The {{ticket_mask}} placeholder will display the ticket's mask, such as ABC-12345-678. And, finally, the {{ticket_subject}} placeholder will display the ticket's subject. This should produce a ticket subject for relayed email that looks like: [incoming #ABC-12345-678]: I'd like to discuss pricing information. More Things to Try You could also add the sender's organization to the subject line, if you know it, by appending the following: {%if sender_org_name %}} ({{sender_org_name}}){%endif%} Perhaps you'd also like to append the ticket's current status: open, waiting, closed, or deleted. Append the following: ({{ticket_status}}) In the above examples, the important information is the {{placeholder}}, with double curly braces on either side. I've also wrapped them in (parenthesis) for clarity, so you can tell them apart from the ticket subject. You can change this to whatever format you want, just make sure to click the 'Test' button before you save your changes. [Less]

Introduction Prior to the release of Cerb5, the official recommendation was to use Subversion for installing and upgrading the app. This made sense years ago when support wasn't prevalent for the next generation of distributed version control tools ... [More] like Git. Today, Git is available for all major platforms. Our official repositories are managed with Git and collaboration is provided through GitHub. If you're still using Subversion to manage your Cerb5 installation, we highly recommend that you migrate to Git. As of January 2012 we have discontinued hosting our own Subversion repositories. If for some reason you are unable to use Git, you can switch to our new Subversion repository at GitHub. Make the change Move your existing Cerb5 installation to a directory named cerb5-svn. Make a backup Make a recent backup using the instructions here: http://wiki.cerb5.com/wiki/Backups Keep local modifications Change directory to your existing files: cd cerb5-svn Make a patch of your local modifications: svn diff > my_changes.patch Find your existing version grep "APP_VERSION" -m 1 api/Application.class.php Download the same version of Cerb5 with Git Return to the parent directory where cerb5-svn is located: cd .. Perform a fresh checkout of the Cerb5 project files from Git using the same version. Replace <version> in the command below with the version number from the previous section above with the following convention: 5.5.0 -> 5.5 5.5.2 -> 5.5.2 In other words, if the version ends in .0 then just include the first two numbers. Checkout the latest version of Cerb5 from GitHub using Git: git clone -b <version> git://github.com/wgm/cerb5.git cerb5-git Merge the copies Remove the .svn subdirectories from storage and then move it to cerb5-git: find cerb5-svn/storage -type d -name '.svn' -exec rm -Rf {} \; mv -n cerb5-svn/storage/* cerb5-git/storage You can then apply your patch to the new files: cp cerb5-svn/my_changes.patch cerb5-git cd cerb5-git patch -p0 < my_changes.patch rm my_changes.patch Finish up If you placed any custom plugins in the /features directory, move them from cerb5-svn/features to cerb5-git/storage/plugins. This is where all custom plugins should go in the future. Be careful to not copy any official plugins. Move or rename the cerb5-git directory back to your desired location. Make sure all the files are owned and readable by the webserver user, and the /storage directory and its contents are owned and writeable+readable by the webserver user. This might be a good time to upgrade to the latest version using Git. Open Cerb5 in your web browser. [Less]