ResDesk Karl Vollmer / irc.oregonstate.edu #osu-is Ticket Tracking and Network Management

Oregon State University 13 Residence Halls 13 Residence Halls 4 Cooperative Houses 4 Cooperative Houses 3900 Beds 3900 Beds Students Students 1600 Summer Conference guests 1600 Summer Conference guests 100Mb/s to the port, 1Gb/s internal network 100Mb/s to the port, 1Gb/s internal network 72.8Mb/s commodity internet increasing to ~150Mb/s by fall term 72.8Mb/s commodity internet increasing to ~150Mb/s by fall term

Our Support Model Walk up Helpdesk open 11h00 – 17h00 Walk up Helpdesk open 11h00 – 17h00 In Room Appointments 8h00 – 20h00 In Room Appointments 8h00 – 20h00 Chat Support using irc.oregonstate.edu (Freenode network) 24x7 Chat Support using irc.oregonstate.edu (Freenode network) 24x7 Student Techs paid 1hr for each appointment even if it takes 15min Student Techs paid 1hr for each appointment even if it takes 15min

Our Network Model One Active Machine per resident One Active Machine per resident *10Gb aggregate bandwidth use per day *10Gb aggregate bandwidth use per day Admin can add “Extra” computer Admin can add “Extra” computer Soft Traffic Shaping using Cisco SCE 2000 Soft Traffic Shaping using Cisco SCE 2000 Captive DNS + Fire walled Subnet for registration system Captive DNS + Fire walled Subnet for registration system DHCP Snooping where possible, RogueDetect fills the gaps DHCP Snooping where possible, RogueDetect fills the gaps * Proxy / On Campus traffic does not count

Previous Application Similar Feature set, written for PHP3,PHP4 Similar Feature set, written for PHP3,PHP4 Manual Conference Registration Manual Conference Registration Basic Switch Port information, no Basic Switch Port information, no management management Single Sign On implementation Single Sign On implementation 30 second initial page load 30 second initial page load Non-Compliant HTML Non-Compliant HTML No interaction with SCE device No interaction with SCE device Poor / Limited Scheduling Poor / Limited Scheduling

New Application Native PHP5/XHTML/AJAX Native PHP5/XHTML/AJAX Simplified Workflow Simplified Workflow Streamlined Scheduling Streamlined Scheduling Delegated Conference guest creation Delegated Conference guest creation Page load is < 2 seconds on campus Page load is < 2 seconds on campus Registration process is identical for conference Registration process is identical for conference guests and normal students guests and normal students Many other features… Many other features…

Why Open Source it? Giving back to the “Community” Giving back to the “Community” Why re-invent the wheel if others have Why re-invent the wheel if others have already built one already built one External ideas / Free Work! External ideas / Free Work!

BeaverSource! Utilize on campus resource BeaverSource, Utilize on campus resource BeaverSource, Public SVN/Trac Instance Public SVN/Trac Instance * ELGG Integration to projects * ELGG Integration to projects Auto-generated class project groups Auto-generated class project groups * Coming Soon…

Examples Handling a phone call from looking up the student to creating a ticket Handling a phone call from looking up the student to creating a ticket Creating and closing appointments Creating and closing appointments Troubleshooting a connection issue Troubleshooting a connection issue

Questions?