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How I used Drupal to build an Intranet and Helpdesk
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Drupal as an Intranet & Helpdesk
Jaspher RespicioIT Specialist, Partners in Development Foundation
twitter: @jaspher
Required Features• Bulletin Board
• "We want to see faces!"
• File Downloads– Ability to download files/ forms from Admin offices (HR, Accounting, etc.)– Availability of files will be role/ permission based (Staff & Managers)
• Users will create their own account– Only allow users with a pidfoundaion.org email address– Less work for IT
• IT Helpdesk
*Heads up!I used Drupal 6
Modules used• Internal company news• Job postings• Reminders• “Bulletin Post” Content
Type• CCK + Taxonomy + Views
Bulletin Board"We want to see faces!"File DownloadsUsers will create their own accountIT Helpdesk
Modules used• Spread out among all the
islands• “Nice to put a face to the
name”• Core Profile Module• Content Profile Module• Views to create an
employee directory• Big hit!
Bulletin Board"We want to see faces!"File DownloadsUsers will create their own accountIT Helpdesk
Modules used• Staff will need to be able to
download files/ forms• Managers will need access
to files/ forms not available to regular staff
• Familiar “Folder/ dropdown structure”
• Web File Manager (webFM)
Bulletin Board"We want to see faces!"File DownloadsUsers will create their own accountIT Helpdesk
Modules used• Ease burden on IT• Access Rules Module– Allow/ deny email &
usernames on new & existing accounts
• Allow any pidfoundation.org user to register
• Allow arbitrary emails
Bulletin Board"We want to see faces!"File DownloadsUsers will create their own accountIT Helpdesk
Modules used• Helpdesk ticketing system:– “An issue tracking system
that manages and maintains lists of issues, as needed by an organization…”
Bulletin Board"We want to see faces!"File DownloadsUsers will create their own accountIT Helpdesk
Modules used• Many modules to choose
from– Case tracker– Storm– Support– Rules + CCK
• Decided on Support Module
Bulletin Board"We want to see faces!"File DownloadsUsers will create their own accountIT Helpdesk
Modules used• Seemed like an out-of-the-
box solution.• Support module worked
good… but the workflow* of the module did not match our situation.
• What is our situation?
Bulletin Board"We want to see faces!"File DownloadsUsers will create their own accountIT Helpdesk
Our Workflow
Modules used• Revisit Rules Module– Define actions based on
occurring event conditions, Event-Condition-Action, or ECA Rules
• Created Rules based on events on a new Content Type, “Helpdesk Ticket”
Bulletin Board"We want to see faces!"File DownloadsUsers will create their own accountIT Helpdesk
Our Workflow
Our WorkflowAdded events and actions to our workflow.
Our WorkflowAdded conditions and used Drupal terminology for Events Conditions and Actions.
Modules used• After testing; concluded
that using Rules will be better than using Support
• New Helpdesk will go live next week
• Planning on adding more Rules that will streamline ticket closing process
• Move all IT network documentation to intranet and tie in with Helpdesk
Bulletin Board"We want to see faces!"File DownloadsUsers will create their own accountIT Helpdesk
Before & After
Before Drupal..• Proprietary CMS• Pay for disk space used• Pay per user• Cannot extend or add
features
Before & After
Before Drupal..• Proprietary CMS• Pay for disk space used• Pay per user• Cannot extend or add
features
…Now• Online internal community
for our company• Basic features of an intranet
+ a highly customizable IT Helpdesk
• Free, free, free..• After moving to Drupal and
changing hosts, cost of maintaining intranet dropped 97%
