Module on the BILLmanager server (v2)

Installation and setup

1. 1
   Create a channel in SupportHub

   Open SettingsChannelsAdd ChannelBillManager 6. In the “Integration method” field, choose “Module on the BM server (no access handover)”, enter the “BillManager server URL” (the panel address is enough, e.g. my.example.com) and create the channel.

   The wizard shows everything you'll need next as soon as you pick the method: the install command, the “SupportHub URL” and the “Signing secret”. Once the channel is created, they're in its card on the “General” tab.

2. 2
   Install the module on the BILLmanager server

   Run the command from the wizard on the BILLmanager server as root. It downloads the module, unpacks it and runs the installer:

   bash

   curl -fsSL https://api.support.forestsnet.com/api/integrations/billmgr/module.tar.gz -o supporthub-billmgr-module.tar.gz \
     && tar xzf supporthub-billmgr-module.tar.gz && sudo ./install.sh

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   The installer adds the Python libraries BILLmanager needs (billmanager-plugin-python-libs, via dnf if they're missing), puts the module files in place, creates its service tables and the sync schedule (once a minute), and asks the panel to reload its settings.

3. 3
   Add the system operator

   Replies from SupportHub are posted to tickets by a service account, not by a real staff member. In BILLmanager, add a staff member with the login supporthub (or a login of your own, which you then enter in the gateway) and staff permissions. The password doesn't matter: the module works through the panel's local socket, not with a password. Until this staff member exists, the channel card in SupportHub shows a red “Operator … not found” warning with a hint on what to do.

4. 4
   Create an API key in SupportHub

   Open SettingsAPI KeysCreate key. The key is shown only once, so copy it right away. This is the “Workspace token” for the gateway.

5. 5
   Add the SupportHub gateway in BILLmanager

   In the BILLmanager panel, add the SupportHub gateway among the message gateways (the module itself points to “Integration → Message gateways → SupportHub”), switch it on and fill in the fields. The module doesn't see a disabled gateway: sync stops and SupportHub gets refused.

1. 6
   Check the setup

   On the BILLmanager server, run:

   bash

   /usr/local/mgr5/sbin/supporthub_sync --command check

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   The command shows the module version, the gateway settings, whether the system operator was found, which actions are allowed, the sync position, the BILLmanager departments and SupportHub's answer on /health. If the gateway is set up and the system operator exists, the last line is OK — the module answers as 'supporthub'. The token and secret are only checked for presence (set / MISSING), and an unreachable /healthdoesn't change the result — so OK doesn't yet prove that events get through.

   The real test is a customer message in BILLmanager: it should show up in the Inbox. A staff message won't do — SupportHub doesn't open tickets started by staff until the customer replies. Old tickets aren't imported on install: sync starts from the current last message, and an old ticket shows up once the customer writes to it again (along with the latest messages of the thread). You can also open the channel card in SupportHub: on the “General” tab, the “Module on BILLmanager” block shows the module version, the operator for replies and the gateway checkboxes. If something is wrong, a warning with a hint appears under the block; once you've fixed it, press “Check”.

Departments

Updating

How to tell the module is working

Troubleshooting