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BareBones Ticketing Manual

Table of contents and reading paths for the BareBones Ticketing manual.

RC2 approved for evaluation Status: release-candidate Audience: All Source: c4b4d41

BareBones Ticketing Manual

BareBones Ticketing is a service desk you install and run on your own servers. This manual describes how it works, from installing it to operating it.

How this manual is organised

Six sections, in the order you need them.

Section Covers Written for
1. Overview What the product is and how its parts relate Anyone
2. Install Getting a working installation System administrators
3. Configure Setting up departments, services, workflows, and access System administrators
4. Use Day-to-day work Requesters and agents
5. Operate Backups, upgrades, diagnostics, audit, import Operators
6. Reference Lookups: glossary, tables, limits, troubleshooting Anyone

Every product-wide limitation is listed in one place: Limits and scope. Individual pages do not repeat it.

Every term is defined in one place: Glossary.

Where to start

If you are Start at
Deciding whether the product fits What it is, then Limits and scope
Installing it for the first time Requirements
Setting it up after installing From empty to a first working service, then Admin Settings and step-up
Submitting a request Submit a request
Working tickets Agent queue
Running it in production Backup and restore
Looking up a word Glossary
Fixing something Troubleshooting

1. Overview

  1. What it is
  2. How the pieces fit
  3. Roles and access
  4. Editions

2. Install

Do these in order.

  1. Requirements
  2. Install on Windows Server or Install on Linux with Docker Compose
  3. PostgreSQL
  4. HTTPS and hostnames
  5. Create the first administrator
  6. Licensing

3. Configure

  1. Admin Settings and step-up
  2. Tenant and organization
  3. Departments and access
  4. Users and groups
  5. Directory and LDAP
  6. SAML and two-factor authentication
  7. Services and the catalog
  8. Custom fields and tags
  9. Workflows and statuses
  10. Business calendars
  11. Service level agreements
  12. Assignment rules
  13. Mail
  14. Customer portal

4. Use

For requesters:

  1. Sign in and find your way
  2. Submit a request
  3. Track and update your request
  4. Customer Area access

For agents:

  1. Agent queue
  2. Work a ticket
  3. Ownership and participants
  4. Workflow actions
  5. Bulk operations
  6. Projects
  7. External participants
  8. Approvals

5. Operate

  1. Backup and restore
  2. Upgrades and restarts
  3. Diagnostics and logs
  4. Licence problems
  5. Audit and evidence
  6. Redaction
  7. Import
  8. Change control
  9. Demo data

6. Reference

  1. Glossary
  2. Roles and access matrix
  3. Routes and workspaces
  4. Licence states
  5. Audit events
  6. Import fields
  7. Limits and scope
  8. Troubleshooting
  9. Customer Portal SSO handoff contract — for implementers

7. Examples

End-to-end sequences across the Configure pages. Each links to the reference procedures rather than replacing them.

  1. From empty to a first working service

About this version

This manual describes BareBones Ticketing 1.0, currently shipping as a release candidate; your customer account shows the exact version with every download. Product limitations are collected in Limits and scope, and every term is defined in the glossary. Where the product and this manual disagree, the product is correct.