Customer Request Tracking System

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  1. Here are the steps to follow to Install this Customer Tracking System(CTS).
    1. I configured Apache to treat a .pl file as executable perl scritp in any directory
  2. My Postresql is the normal basic installation and you can use the /custom/sql/custrack.sql
    and sesscts.sql to get an idea of how i created a table 'custrack' and 'sesscts' with user as 'apache'.
  3. If you don't know how to go about creating the database, use the custrack.bsh to create one for you, but remember you must login in as postgres user and have custrack.bsh, custrack.sql and sesscts.sql in the same directory.
  4. You would have to update the sections mentioned below in,,,, and
    • Update between '##### Config Start' and '#### Config End' section in all .pl and files to match your Web and Directory paths.
    • Edit the all the .pl and files and make sure the is properly replaced with your
    • Update between '##### Config Start' and '#### Config End' section in custmail.prl to contain the correct path to the sendmail program.
    • Edit the .pl files and make sure the is properly replaced with your local Web ROOT Directory e.g. htdocs or html
    • Make sure in all the .pl files 'DB', 'DBAUTH' and $DB_TABLE match with the correct databaes and user as mentioned in infoman.sql
    • Make sure 'use lib' in all .pl files files point to the directory where resides.
    • Make sure you edit the sessdel shell script and executed using a cron job, otherwise your users will be able to login after two hours of inactivity and also the sesscts table will get overloaded with unneccessary session ids.
  5. Put the CSRs E-mail ids and their login passwords in file so as to allow them
    to view all the customers submitted records, the CSR is the person replying to customers
    submitted issues.

User Manual

Customer Tracking System1.2 (CTS1.2)
This Customer Tracking System(CTS) has been running on my Apache/Postgres, Windows-Cygwin workstation, as well as my Redhat 7.x Linux Server.

Basically the Customer Tracking System is a software, where customer submit there requests
and a Customer Service Representative respond to the customer requests by use of the CSR
viewing tool.

There is a emailing notification which uses the sendmail program to send E-mail notifications
to both the Customer and CSR upon updation of the tickets/request forms.

This is a pretty straight forward install, i.e. if you have an idea of Apache and Postgres.

The Directory Structure is as below:
  1. /custom
    |___ cgi-bin
    | |___ COPYING --> This is the GPL license on CTS1.2
    | |___ license.doc --> This is the license on CTS1.2
    | |___ --> This is a Perl Shared Module
    | |___ --> This is the Customer Service Representative(CSR) tracking script.
    | |___ --> This is the Customer requests view script.
    | |___ custmail.prl --> This is the e-mail sender script.
    | |___ --> This is the (CSR) password retrieve script.
    | |___ --> This is the Customer password retrieve script.
    | |___ --> This is the Request form submission script.
    | |___ --> This is the User Register/Sign up script.
    | |___ usercnt.fl --> This is the track of count of Users Registered in a day.
    | |___ --> This is where you enter the entries "email passwd" so CSRs can view all the Users records.
    |___ contcards --> This is where all the new Requests Submitted, go to.
    | |___ .htaccess --> This is htaccess Apache Authorization file.
    | |___ .htpasswd --> This is the htpasswd file to the htaccess file.
    |___ crons
    | |___ sessdel --> This is a shell script that is run by cron to clear
    | sesscts table every hour.
    |___ images
    | |___ biggreen.png
    | |___ bigred.png
    | |___ bigyellow.png
    | |___ cal.gif
    | |___ dotgreen.png
    | |___ dotred.png
    | |___ dotyellow.png
    | |___ next.gif
    | |___ prev.gif
    | |___ spacer1.gif
    | |___ spacer.gif
    |___ sql
    | |___ custrack.bsh --> This is a shell script to execute both below .sql files
    | |___ custrack.sql --> This is to create the CUSCTS Database with custrack table in it.
    | |___ sesscts.sql --> This is to create the sesscts table.
    |___ README --> This is the installation instructions file
    |___ index.html --> The main page.
    |___ showcus.html --> To show the Customer login page.
    |___ showcus_none.html --> To show the Customer failure messages.
    |___ showcsr.html --> To show the Customer Service Representative(CSR) login page.
    |___ showcsr_none.html --> To show the Customer Service Representative(CSR) failure messages.
    |___ cuspasswd.html --> To show the Customer password retrieve page.
    |___ cuspasswd_got.html --> To show the Customer success message.
    |___ cuspasswd_none.html --> To show the Customer failure message.
    |___ csrpasswd.html --> To show the Customer Service Representative(CSR) password retrieve page.
    |___ csrpasswd_got.html --> To show the Customer Service Representative(CSR) success message.
    |___ csrpasswd_none.html --> To show the Customer Service Representative(CSR) failure message.
    |___ signup.html --> To show the Customer Registration/Signup page.
    |___ signup_got.html --> To show the Customer Registration/Signup sucess message.
    |___ submitinfo.html --> To show the Customr Request Submission page.
    |___ submitinfo_got.html --> To show the Customr Request Submission success message.
    |___ ts_picker.js --> This is the javascript file.

########## How to use the CTS Software #########
  1. Customer Side Login and Viewing his Submitted requests:
    The customer first registers/signs up by using the link "Sign Up" on the menu bar. Then he submits a Request Form at the link "Get Support" on the menu bar, where he uses his "User ID" and "Password" he used to register/sign up.
    The customer can then view all submitted requests after he gets an email from the CTS System when his request form has been update by a Customer Service Representive(CSR). The customer logins at the link "Customer-Login" on the menu bar. The customer can also request for his password, if forgotten by using the link "Forgot Your User ID/PassWord ?"
  2. Customer Service Representative(CSR) Login and Viewing Customers Submitted requests:
    The CSR is registered my manually entering his E-mail id and password in the file /custom/cgi-bin/ on a single line seperated by spaces. Then the CSR logins in at the link "Login as CSR" provided on the home page, using his Email-id and password as mentioned in the file. The CTS System sends an email to Email-id mentioned in the file as below: my $TOMAIL = ''; when a customer submits a request from, then the CSR can login at the link "Login in as CSR" on the Main web page to view the all the latest submit requests. The CSR can even sort the customers' requests by Date, Customer, ticket Status or by CSR(Agent). The CSR can also limit the number of records to view in the CSR panel by setting the value
    in the file /custom/cgi-bin/ as show below: i.e 500 lines. use constant SHOWNO => 500;

############# Trouble Shooting #############
  1. The common problems that arise are your files, and usercnt.fl
    are not found or do not have proper read write permissions.
    Make sure that their relative paths are mentioned in all the .pl files that use them.

  2. Make sure that the Database permission and database information is properly mention
    in the .pl and files.

############## Support ################# --> make sure you don't ask for support after major changes to your
perl scritps.

Suggestion: Make sure you have Apache cgi and Postgres working before submitting
questions. I have a life to ;-)
related to the searched query.

CRTS Users Group
Last modified: Fri April 03:00:00 2004