# Implementation ITSM-37 - Helpdesk: enabling the helpdesk and the help desk user

Project: Stream IT service management (ITSM)
Status: needs review
URL: https://community.openproject.org/work_packages/ITSM-37

## OPEN POINTS

_No work packages_

## People

| Attribute | Value |
| --- | --- |
| Assignee |  |
| Designer |  |
| Developers |  |

## Technical details

| Attribute | Value |
| --- | --- |
| Target versions |  |
| Module |  |
| Requires doc change | No |

## Belongs to

_No work packages_

## Previous chunks

_No work packages_

## Next chunks

_No work packages_

## Estimates

| Attribute | Value |
| --- | --- |
| Effort (shirt size) |  |
| Work |  |

## Details

| Attribute | Value |
| --- | --- |
| Date |  |
| % Complete |  |
| Category |  |
| Priority | Medium |
| List |  |
| Pull preview |  |

## Description

As an instance administrator

I want to enable the helpdesk for the instance so that a help desk user exists

that can create work packages from incoming email in projects that use the helpdesk.

### **Acceptance criteria**

*   Administration → Helpdesk has a "Settings" page with an "Enable helpdesk" setting, off by default.
    
*   Enabling the helpdesk the first time creates the help desk user, named "Helpdesk".
    
*   The help desk user:
    
    *   is the author of work packages created from incoming email
        
    *   can't log in and has no password or API access
        
    *   isn't counted as a licensed user
        
    *   can't be deleted, locked or turned into a regular user
        
    *   can be renamed by instance administrators on the helpdesk settings page
        
*   A built-in "Helpdesk" role exists with only these permissions:
    
    *   view work packages
        
    *   add work packages
        
    *   add comments
        
    *   add attachments
        
*   The role can't be deleted, its permissions can't be changed, and it can't be given to anyone else.
    
*   When a project enables the "Helpdesk" project module, the help desk user becomes a member of that project with the "Helpdesk" role.
    
*   Project administrators can't remove the help desk user from the project while the module is enabled. Disabling the module removes the membership.
    
*   Disabling the helpdesk:
    
    *   stops fetching and sending email for all mailboxes
        
    *   keeps the help desk user, the mail server and the mailboxes, so work packages keep their author
        
*   Enabling the helpdesk again reuses the same help desk user.
    

### **Technical notes**

*   The help desk user is a system user like the existing service accounts
    
*   The built-in role and the hook into project membership need a core change
    
*   Enabling creates the user at most once, also when two administrators enable it at the same time
    

### **Permissions and visibility considerations**

*   To whom is this feature visible?
    
    *   The settings page: instance administrators, while the feature flag is on.
        
    *   The help desk user: everyone who can see work packages it created, as their author, and project members, in the member list.
        
*   When is it not visible?
    
    *   With the feature flag off: no settings page, and the help desk user isn't created.
        
    *   In the list of users that can be assigned, mentioned or added as watchers.
        

###   

### **Open questions**

*   Should the help desk user be assignable, mentionable or a watcher? I'd say no.
    
*   Should disabling the helpdesk need a confirmation that says email will stop for all projects?