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UserSupport Help Desk System at CCIN2P3

UserSupport Help Desk System at CCIN2P3. Jean-René Rouet IN2P3 Computing Center rouet@in2p3.fr. Goals. Have a simple application to manage and reply to users problems Intensive usage of mail Accessible from any location (WEB) Work with standard web browsers. Project.

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UserSupport Help Desk System at CCIN2P3

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  1. UserSupportHelp Desk System at CCIN2P3 Jean-René Rouet IN2P3 Computing Center rouet@in2p3.fr

  2. Goals • Have a simple application to manage and reply to users problems • Intensive usage of mail • Accessible from any location (WEB) • Work with standard web browsers

  3. Project • Start development date : End of 1997 • Start production : may 1998 • Very small (15000 lines) • 5 months development (one developer + additional help)

  4. Technologies • Oracle Database with full text indexing • CGI(language C and ProC) and HTTP web server • JavaScript(Jscript) and HTML client interface

  5. Features • Users submit problems by mail • Manager can classify,assign or treat problem • Engineers are warned by mail (they don’t have to open the web console)

  6. Features (2) • Full search • Rights and preferences • Multi language (all messages are in the database) • Multi treatment channels • Tree structure classification (3 levels)

  7. How does it work ? Database Insert Database Mailto: UserSupport@cc.in2p3.fr Refresh WEB Console User Classify Reply Classify Assign Need more information Manager Reply Engineer Need more information

  8. Not yet implemented, Limitations • Multi part mail • Encoded parts (base64) • Size of mail during the insert step are limited (makefile parameter) • Statistics

  9. Demonstration • UserSupport

  10. You are interested • You want try it : • Http://UserSupport.in2p3.fr/demo/ (available 25 October 1999)

  11. You are very interested • I distribute the code • Oracle database required (with full text option) • I compile it on AIX 4 (don’t need special feature) • I use an apache WEB server (virtual host) (not required) • The “makefile” is easily customizable for your site

  12. You are very very interested • My Swiss bank account is : • …. …. ….

  13. WebConsole

  14. Problem Window

  15. Resolve window

  16. Rights and Preferences window

  17. Search window

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