HelpServ

Table of Contents

This guide covers the following paragraphs:

  1. Introduction
    1. What is HelpServ?
    2. How do I get HelpServ?
    3. I got myself a HelpServ bot, what now?
  2. Commands and explanations
  3. Advanced settings with SET?
    1. Viewing current settings
    2. In-depth explanation of SET
  4. Example Configuration

 

1. Introduction

1.1 What is HelpServ?

A HelpServ is a queue manager that works using the First In - First Out (FIFO) principle. It assists the channel staff in help/support channels with managing the user waiting line and keeping track of requests. It will assign an available helper to a request and alert the organizations staff members if requests are waiting and no helper is currently available.

1.2 How do I get HelpServ?

GameSurge offers customized HelpServ bots to large organizations that require the moderation and queue managing of their IRC help channel. Typical examples are large established (IRC) services or gaming leagues that (for the major part) rely on IRC support. Such organizations would need a dedicated support channel of (for the majority) non-commercial nature.

A HelpServ can be requested by contacting the Affiliate Liaison Team

1.3 I got myself a HelpServ bot, what now?

The next step would be to configure your bot. There are many different settings to personalize the bot for your own needs. Below you will find a list of all available commands and their purpose. Upon HelpServ registration GameSurge staff will configure the various page targets (as listed below), setting them to your target staff channel. However you will need to configure the other settings yourself in order for HelpServ to properly function.

 

2. Commands and explanations

Below is the same text that you will recieve if you use the help command in HelpServ.

For example start with: /msg <YourHelpServ> help

  • HELP: How to use this service.
  • QUEUE: Managing the request queue.
  • USERS: Managing HelpServ helpers.
  • OPER: IRC operator administration commands.

HELP (/msg <YourHelpServ> HELP HELP)

HELP will show you usage or other information for the command you give. All help entries will use the same syntax for usage, with optional parameters listed in [] and meta-parameters listed in <> (a meta-parameter is one that you must provide a value for). If you do not give a command or topic for HELP, an index is shown.

HELP QUEUE (/msg <YourHelpServ> HELP QUEUE)

Managing the request queue in HelpServ. The available commands are:

  • LIST: List open requests.
  • NEXT: Pick up the next unassigned request.
  • PICKUP: Pick up a particular unassigned request.
  • REASSIGN: Assign a request to another helper.
  • CLOSE: Close out a request.
  • SHOW: Show detailed information on a request.
  • ADDNOTE: Add a note to a request.
  • PAGE: Try to wake up other helpers.
  • STATS: Get statistics on time and requests handled.
  • STATSREPORT: Shows statistics for all users.

HELP USERS (/msg <YourHelpServ> HELP USERS)

Managing helpers in HelpServ. The available commands are:

  • USER ACCESS: Description of the user access levels.
  • HELPERS: List current helpers and their access levels.
  • GIVEOWNERSHIP: Transfer ownership to another user.
  • ADDMANAGER: Add a new manager to the service.
  • ADDHELPER: Add a helper to the service.
  • ADDTRIAL: Add a trial helper to the service.
  • DELUSER: Remove a person from the service.
  • CLVL: Change a user's access.
  • SET: Change HelpServ settings.

 

3. Advanced configuration with SET

3.1 Viewing current settings

HELP SET (/msg <YourHelpServ> HELP SET)

Change service options. If no option is specified, show all options. If no value is specified, show current value of option. The configurable options and their purpose are:

  • PageTarget: Send command pages to this channel (restricted, set by GameSurge Staff).
  • PageType: Delivery type for command pages (sent by the PAGE command).
  • AlertPageTarget: Send alert pages to this channel (restricted, set by GameSurge Staff).
  • AlertPageType: Delivery type for alert pages (to gain helpers' attention).
  • StatusPageTarget: Send status pages to this channel (restricted, set by GameSurge Staff).
  • StatusPageType: Delivery type for status pages (less urgent information, such as requests being opened/assigned/closed).
  • Greeting: Message sent to users joining channel.
  • ReqOpened: Message sent to user opening a new request.
  • ReqAssigned: Message sent to user when their request is assigned to a helper.
  • ReqClosed: Message sent to user when their request is closed.
  • IdleDelay: Time user may idle in channel before bot complains to StatusPageTarget.
  • WhineInterval: Time between complaints about unhandled requests and idle users.
  • WhineDelay: Time before an unhandled request makes bot complain to AlertPageTarget.
  • EmptyInterval: Time between complaints (to AlertPageTarget) that the help channel is unstaffed.
  • StaleDelay: Time after which updating an old request causes it to send an activity alert.
  • ReqPersist: Persistence for new requests.
  • HelperPersist: Persistence for assignation of requests to helpers.
  • Notification: Notification to helpers of events concerning their requests.
  • IdWrap: Maximum request ID plus one (IDs wrap to 0 when they reach this).
  • ReqMaxLen: Maximum number of lines of text allowed in a request.
  • PrivmsgOnly: Messages to users are sent as privmsg (overriding account preference).
  • ReqOnJoin: Automatically opens a request for a user who joins the channel.
  • AutoVoice: Automatically voices users when their request is assigned to a helper.
  • AutoDeVoice: Automatically devoices users when their request is closed or their helper is unassigned.

3.2 In-depth explanation of SET

Below you will find an in-depth explanation on how to configure HelpServ via the available SET options we have. To set any of these settings you use the below command. Good to know is that some of these commands can only be set by an oper, these will be marked as restricted in this guide. If you need a change of restricted settings, please contact the Affiliate Liaison Team. Also make sure you replace <YourHelpServ> with the name of your own HelpServ bot.

The proper command format is: /msg <YourHelpServ> SET <option> [new-value]

/msg <YourHelpServ> SET PageTarget [#channel-name]

This is the channel that your page will go to when issuing the page command. [default: none] (restricted, set by GameSurge Staff)

/msg <YourHelpServ> SET PageType <page-type>

The type of message to send to a channel when issuing the page command. Possible values are:

  • None: Disabled.
  • Notice: Sends the message as a notice to the channel specified in PageTarget.
  • Privmsg: Sends the message as a normal message to the channel specified in PageTarget.
  • Onotice: Sends the message as a notice to channel operators in the channel specified in PageTarget.

/msg <YourHelpServ> SET AlertPageTarget [#channel-name]

This is the channel HelpServ will send alert messages to, for example when you have a request waiting or when a helper joins the channel. [default: none] (restricted, set by GameSurge Staff)

/msg <YourHelpServ> SET AlertPageType <page-type>

The type of message HelpServ should use when issuing alerts to a channel (to gain helpers' attention) [default: none]. Possible values are:

  • None: Disabled.
  • Notice: Sends the message as a notice to the channel specified in PageTarget.
  • Privmsg: Sends the message as a normal message to the channel specified in PageTarget.
  • Onotice: Sends the message as a notice to channel operators in the channel specified in PageTarget.

/msg <YourHelpServ> SET StatusPageTarget [#channel-name]

This is the channel HelpServ will send messages when something is happening in the help channel it has been assigned to. [default: none] (restricted, set by GameSurge Staff)

/msg <YourHelpServ> SET StatusPageType <page-type>

The type of message HelpServ should use when showing less urgent information (such as requests being opened/assigned/closed) [default: none]. Possible values are:

  • None: Disabled.
  • Notice: Sends the message as a notice to the channel specified in PageTarget.
  • Privmsg: Sends the message as a normal message to the channel specified in PageTarget.
  • Onotice: Sends the message as a notice to channel operators in the channel specified in PageTarget.

/msg <YourHelpServ> SET Greeting <greeting-text>

The message sent to users by HelpServ upon joining channel. [default: none]

/msg <YourHelpServ> SET ReqOpened <text>

The message sent to users by HelpServ when opening a new request. [default: none]

/msg <YourHelpServ> SET ReqAssigned <text>

The message sent to users by HelpServ when their request is assigned to a helper. [default: none]

/msg <YourHelpServ> SET ReqClosed <text>

The message sent to users by HelpServ when their request is closed. [default: none]

/msg <YourHelpServ> SET IdleDelay <interval>

Time in minutes user may idle in the channel before bot complains to the channel specified in StatusPageTarget. [default: 0 (disabled)]

/msg <YourHelpServ> SET WhineInterval <interval>

Time in minutes between complaints about unhandled requests and idle users. [default: 0 (disabled)]

/msg <YourHelpServ> SET WhineDelay <interval>

Time in minutes before an unhandled request makes bot complain to the channel specified in AlertPageTarget. [default: 0 (disabled)]

/msg <YourHelpServ> SET EmptyInterval <interval>

Time in minutes between complaints (to the channel specified in AlertPageTarget) that the help channel is unstaffed. [default: 0 (disabled)]

/msg <YourHelpServ> SET StaleDelay <interval>

Time after which updating an old request causes it to send an activity alert. [default: 0 (disabled)]

/msg <YourHelpServ> SET ReqPersist <persistence-type>

Defines when HelpServ should close a ticket [default: part]. Possible values are:

  • Part: Request is closed when the user parts the channel or quits IRC.
  • Quit: Request is closed when the user quits IRC.
  • Close: Request is only closed when a helper closes it.

/msg <YourHelpServ> SET HelperPersist <persistence-type>

Defines how a request should be handled if its helper leaves [default: part]. Possible values are:

  • Part: Request is marked as unassigned when the helper parts the channel or quits IRC.
  • Quit: Request is marked as unassigned when the helper quits IRC.
  • Close: Request is never marked as unassigned.

/msg <YourHelpServ> SET Notification <notification-type>

Notification to helpers of events concerning their requests [default: none]. Possible values are:

  • None: No notifications are sent.
  • ReqDrop: Send a notification if a request leaves the channel.
  • UserChanges: Same as ReqDrop, but also includes nickname changes, disconnecting or coming online.

/msg <YourHelpServ> SET IdWrap <value>

Maximum amount of requests plus one until it resets and starts at 0 again. [default: 0 (disabled)]

/msg <YourHelpServ> SET ReqMaxLen <value>

Maximum number of lines of text allowed in a request. [default: 0 (disabled)]

/msg <YourHelpServ> SET PrivmsgOnly <Yes/No>

Messages to users are sent as privmsg (overriding account preference). [default: No]

/msg <YourHelpServ> SET ReqOnJoin <Yes/No>

Automatically opens a request for a user who joins the channel. [default: No]

/msg <YourHelpServ> SET AutoVoice <Yes/No>

Automatically voices users when their request is assigned to a helper. [default: No]

/msg <YourHelpServ> SET AutoDeVoice <Yes/No>

Automatically devoices users when their request is closed or their helper is unassigned. [default: No]

 

4. Configuration

Every organization most likely has different needs regarding their HelpServ bot and the way it handles certain things, for example a smaller or larger number of available staff members in your organization could increase or decrease the desired delay between whining. The configuration of the HelpServ bot as you know it in the official network channel #support could give you an idea of how your own HelpServ bot could look like:

  • PageTarget: #staff
  • AlertPageTarget: #staff
  • StatusPageTarget: #support
  • PageType: notice
  • AlertPageType: privmsg
  • StatusPageType: onotice
  • Greeting: Hello, welcome to #support, please /msg HelpServ <with a description of your problem here> for faster service.
  • ReqOpened: None
  • ReqAssigned: None
  • ReqClosed: None
  • IdleDelay: 0 (Disabled)
  • WhineDelay: 5 minutes
  • WhineInterval: 2 minutes
  • EmptyInterval: 1 minute
  • StaleDelay: 2 minutes
  • ReqPersist: part
  • HelperPersist: part
  • Notification: UserChanges
  • IDWrap: 0
  • ReqMaxLen: 20
  • PrivmsgOnly: On
  • ReqOnJoin: On
  • AutoVoice: On
  • AutoDevoice: Off

If you require assistance while configuring your HelpServ or need to change the restricted settings, please contact the Affiliate Liaison Team.

Last Revision: 03/03/2011

 
 
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