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

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

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

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

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

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

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

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

9. User Support 9 Demonstration n UserSupport UserSupport

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

11. User Support 11 You are very interested n 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. User Support 12 You are very very interested n My Swiss bank account is : – …. …. ….

13. User Support 13 WebConsole

14. User Support 14 Problem Window

15. User Support 15 Resolve window

16. User Support 16 Rights and Preferences window

17. User Support 17 Search window