Cerberus Book

Cerberus Community

1. Introduction
1.1. What is Cerb5?
1.2. Benefits
1.3. Use Cases
1.4. Philosophy
1.4.1. We believe in commercial open source
1.4.2. We believe in agile development
1.4.3. We believe in platforms and toolkits
1.4.4. We believe software is art
1.5. Technology
2. Installation
2.1. Downloading the files to your webserver
2.1.1. Developers should download the project from GitHub using Git
2.1.2. Production sites should use Subversion
2.1.3. The unfortunate should use the ZIP Archive
2.2. Setting permissions
2.3. Creating the database
2.4. Running the guided installer
2.4.1. Running the server environment checker
2.4.2. Accepting the software license
2.4.3. Configuring the database connection
2.4.4. Configuring general settings
2.4.5. Configuring outgoing mail (SMTP)
2.4.6. Creating your account
2.4.7. Registering your helpdesk
2.4.8. Finishing up!
3. Preparing Your Helpdesk For Business
3.1. Creating accounts for your workers
3.2. Creating groups
3.2.1. Creating buckets to organize work
3.3. Friendly URLs
3.3.1. Enabling friendly URLs with Apache
3.3.2. Enabling friendly URLs with nginx
3.4. Security
3.4.1. Protecting filesystem access
3.4.2. Considerations for HTTP authentication and IP-based security
3.5. Performance
3.5.1. PHP opcode caching with XCache
3.5.2. Memcached
4. Getting Started as a New User
4.1. Logging in for the first time
4.2. Terminology
4.3. Time zones
5. Toolkit
5.1. The “Toolkit” mentality
5.2. Features & Plugins
5.2.1. Manifests
5.2.2. Resources
5.2.3. Patches for change management
5.2.4. Dependencies
5.2.5. Extensions
5.2.6. Extension points
5.2.7. Event listeners
5.2.8. Event points
5.2.9. Permissions
5.2.10. Translations
5.2.11. Templates
5.2.12. User-editable templates
5.2.13. Classloading
5.2.14. Routing
5.3. Objects
5.4. Storage
5.5. Full-text Search Indexing
5.6. Custom Fields
5.7. Tabs
5.8. Views
5.9. Filters
5.10. Presets
5.11. “Peek” Popups
5.12. Workspaces
5.13. Comments
5.14. Choosers
5.15. Links
5.16. Notifications
5.17. Explore Mode
5.18. Feed Reader
5.19. Bulk Update
5.20. Decision Trees
6. User Interface Reference
6.1. Mail
6.1.1. Workflow
6.1.2. Search Tickets
6.1.3. Search Messages
6.1.4. Drafts
6.1.5. Snippets
6.2. Display Conversation
6.2.1. Conversation
6.2.2. Links
6.2.3. Recipient History
6.3. Mail Reply
6.4. Activity
6.4.1. Tasks
6.5. Address Book
6.5.1. Organizations
6.5.2. Registered Contacts
6.5.3. Addresses
6.5.4. Import
6.6. My Account
6.6.1. Notifications
6.6.2. Assignments
6.6.3. General
6.6.4. RSS Notifications
6.7. Groups
6.8. Setup
6.8.1. System
6.8.2. Features/Plugins
6.8.3. Storage
6.8.4. Mail Setup
6.8.5. Mail Filtering
6.8.6. Mail Routing
6.8.7. Mail Queue
6.8.8. Attachments
6.8.9. Scheduler
6.8.10. Groups
6.8.11. Workers
6.8.12. Permissions
6.8.13. Custom Fields
6.9. Optional built-in features
6.9.1. Audit Log
6.9.2. Call Logging
6.9.3. CRM: Opportunity Tracking
6.9.4. Datacenter
6.9.5. Domain Management
6.9.6. Feed Reader
6.9.7. Feedback Capture
6.9.8. Gravatar
6.9.9. Knowledgebase
6.9.10. OpenID
6.9.11. Reports
6.9.12. REST-based Web-API
6.9.13. Simulator
6.9.14. Spam Analysis
6.9.15. Community Portals
6.9.16. Support Center
6.9.17. Time Tracking
6.9.18. Translation Editor
6.9.19. Watchers
6.10. Third-party plugins
7. Tips and Tricks
7.1. Entering dates
8. [TODO]: Topics to cover
8.1. Updating the helpdesk to a new version
8.2. Backing up your helpdesk data
8.3. Scheduler /cron
8.4. Ticket statuses
8.5. Anti-spam
8.6. Cerb5 Software License
8.7. Version numbers
9. Maintenance
9.1. Anti-Spam Filtering
9.1.1. How it works: in plain English
9.1.2. How it works: a technical explanation
9.1.3. Configuring anti-spam functionality for groups
9.1.4. Best practices for spam prevention in Cerb5
9.1.5. Purging quarantined spam
9.2. Backups
9.2.1. Introduction
9.2.2. Requirements
9.2.3. Setting up the environment
9.2.4. Backing up the database
9.2.5. Backing up the storage filesystem
9.2.6. Keeping off-site backups
9.3. Upgrading to Newer Versions of Cerb5
9.3.1. Introduction
9.3.2. Preparation
9.3.3. Finishing the Upgrade
10. Developer Guide
10.1. The toolchain used by the official development team
10.2. Forking and checking out the project files from GitHub
10.3. Setting up a development environment
10.3.1. Mac OS X
10.3.2. Linux
10.3.3. Windows
10.4. Technical information
10.4.1. Features vs. Plugins
10.5. Developer guidelines
10.5.1. Code formatting
10.5.2. Commit messages
10.6. Writing plugins
10.6.1. plugin.xml manifests
10.6.2. Extension points
10.6.3. Event points
10.6.4. Namespaces
10.6.5. Resource proxy
10.6.6. Smarty
10.6.7. DevblocksPlatform class
10.6.8. CerberusApplication class
10.6.9. Scope (jQuery/Smarty/etc)
11. Credits
11.1. Technology
11.2. Licenses
11.3. Official development team
11.4. Retired developers
11.5. Code contributors
11.6. Community support leaders
11.7. Translators
11.8. Documentation writers

% Cerb5 User's Guide (Rough Draft) % WebGroup Media, LLC. % February 24, 2011

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