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Cerb (6.4) documentation
Cerb6 Manual
ΒΆ
Release:
6.4
Last Updated:
June 17, 2013
Website:
http://www.cerb6.com/
Source Code:
https://github.com/wgm/cerb6
Introduction
Concepts
Objects
Fields
Custom Fields
Comments
Connections
Activity Log
Quick Search
Contexts
Worker
Group
Role
Organization
Email Address
Contact
Ticket
Attachment
Task
Opportunity
User Interface
Pages
Tabs
Choosers
Virtual Attendants
Events
Behavior
Variables
Decisions
Conditions
Outcomes
Actions
Worklists
Actions
Objects
Behaviors
Actions Toolbar
Workspaces
Pages
Tabs
Dashboards
Sharing
Notifications
Watchers
Snippets
Placeholders
Worker Input Placeholders
Filters
Cerb-specific Filters
Scripting
Broadcast
Knowledgebase
Community Portals
Plugins
Installation
Requirements
Server Requirements
End-user Requirements
Installing on a Linux server
Download the files from GitHub using Git
Set permissions
Create the database
Running the guided installer
The server environment checker
Accept the software license
Configure the database connection
Configure general settings
Configure outgoing mail (SMTP)
Create your account
Register
Finish up!
Friendly URLs
Enabling friendly URLs with Apache
Enabling friendly URLs with nginx
Getting Started
Administrators
Group Managers
Workers
Developers
Guide for Workers
Logging In
The User Interface
An on-screen guided tour
Setting your timezone and language preferences
Adding pages to your navigation menu
Using the search menu
Mail
Toolbar
Tabs
Worklist
Reading and Replying
Search
Addresses
Registered Contacts
Feedback
Knowledgebase
Opportunities
Organizations
Tasks
Time Tracking
Profiles
Address
Contact
Knowledgebase
Opportunity
Organization
Tabs
Reports
Custom Field Reports
Group Reports
Organization Reports
Spam Reports
Ticket Reports
Worker Reports
Settings
Tabs
Guide for Group Managers
Configuring group mail preferences
Creating buckets to organize work
Configuring group buckets for workflow
Organizing group buckets
Configuring the group Virtual Attendant
Group Events
Example: Sending an automated message to new group conversations
Changing the group roster
Tracking group-specific custom fields
Anti-Spam Filtering
How it works: in plain English
How it works: a technical explanation
Configuring anti-spam functionality for groups
Best practices for spam prevention in Cerb
Purging quarantined spam
Guide for Administrators
Setup
Configure
Workers & Groups
Mail
Storage
Plugins
Security
Protecting filesystem access
File permissions
Restricting PHP functions
Considerations for HTTP Authentication and IP-based security
Performance
PHP opcode caching with XCache
Using Memcached as an object cache
Upgrades
Preparation
Update using Git on a Unix-based server
Dealing with conflicts
Finishing the Upgrade
Backups
Set up the environment
Backing up the database
Backing up the storage filesystem
Keeping off-site backups
Guide for Developers
Setting up a development environment
Apache, MySQL, and PHP
Mail Server
Downloading Cerb from GitHub
Eclipse
Plugin Development
Anatomy of a plugin
Extension Points
Event Points
REST-based Web API
Topics
Contexts
Examples
Contexts
Email Addresses
Calls
Comments
Registered Contacts
Domains
Servers
Feedback
Groups
Knowledgebase Articles
Knowledgebase Categories
Messages
Notifications
Opportunities
Organizations
Community Portals
Roles
Snippets
Tasks
Tickets
Time Tracking
Workers
Toolkit
The “Toolkit” mentality
Features & Plugins
Translation Service
Objects
Storage
Full-text Search Indexing
Custom Fields
Tabs
Views
Filters
Presets
“Peek” Popups
Workspaces
Comments
Choosers
Links
Notifications
Explore Mode
Feed Reader
Bulk Update
Virtual Attendants
Devblocks
API
The toolchain used by the official development team
Developer guidelines
Features vs. Plugins
Code formatting
Commit messages
Time zones
Tips and Tricks
Entering dates
Email Relay Commands
#watch
#unwatch
#sig
#status
#reopen
#comment
#noreply
#cut
Examples
Plugins
Basic Plugins
Call Logging
Servers
Domains
Sensors
3rd-party Integration
Campfire Integration
Facebook Integration
FreshBooks Integration
GitHub Integration
HipChat Integration
JIRA Integration
wgm.linkedin
Twitter Integration
Clickatell Integration
Twilio Integration
Storage Engines
S3 Gatekeeper Storage Engine
Authentication
OpenID Integration
LDAP Authentication
Miscellaneous Plugins
cerberusweb.feed_reader
cerberusweb.gravatar
Spam Score Analysis
Fluid.app
Notifications Emailer
Organzation Dupe Finder
Display Ticket ‘move to’ Shortcut
Cookbook
Installation
Installing in Ubuntu with Nginx with PHP-FPM
Custom Fields
Useful custom field ideas
Set Custom Fields Using Regular Expressions
SLA Escalation
REST API
Parsing a New Message
Parsing a Reply to an Existing Ticket
Retrieving Tickets for Multiple Requesters
Virtual Attendants
Quarantining spam in a group bucket with Virtual Attendants
Assign Ticket Based on Worker’s Workload
Send SMS on Sensor Warning
Send Twitter Mentions to Campfire
Set Watchers Based on Calendar Availability
Set Custom Fields Using Regular Expressions
SLA Escalation
Strip History From Message
Relaying Emails to Workers
Dashboards
Create a workspace dashboard
Charts
Counters
Gauges
Subtotals
Worklists
Credits
Technology
Licenses
Official development team
Inactive developers
Code contributors
Community support leaders
Translators
Documentation writers
License
Definitions
Grant of Rights
Governing Law and Venue
Limited Warranty
Disclaimer of Warranties
Limitation of Liability and Remedies
Privacy Policy
Website Visitors
Gathering of Personally Identifying Information
Aggregated Statistics
Protection of Certain Personally Identifying Information
Security and Safeguards
Disclosure of Security Breaches
Third-Party Data Centers, Cloud Computing, and Virtualization
Backups
Disposal of Data and Backups
Testimonials
Cookies
Business Transfers
Ads
Privacy Policy Changes
License
Glossary
Next topic:
Introduction »
Table Of Contents
Introduction
Concepts
Installation
Getting Started
Guide for Workers
Guide for Group Managers
Guide for Administrators
Guide for Developers
Tips and Tricks
Plugins
Cookbook
Credits
License
Privacy Policy
Glossary
Resources
Project website
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