This document provides a description and user/supporter guides for the CrossGrid Helpdesk system. The helpdesk is a question-answer system that allows users to submit tickets describing problems or questions. Supporters belonging to different groups can then access and respond to tickets. The document outlines the ticket creation and response process, the knowledge base for storing common issues, and interfaces for both users and supporters.
Comodo One | IT Help Desk Ticketing SystemKristen theron
This document is an administrator guide for Comodo One MSP's Service Desk module. It begins with an introduction to Comodo One MSP and instructions for signing up for an account. It describes the Comodo One MSP web interface and how to manage administrators and companies. The bulk of the guide covers using the Service Desk module, including the admin panel, managing tickets, knowledgebase, projects, and staff timesheets. It provides overviews of the various configuration options and components within the Service Desk.
Help Desk Ticketing System - Requirements SpecificationKyle Thompson
This document provides requirements for a new help desk ticketing system for ThyssenKrupp Presta Steering Group USA. It includes information from stakeholder interviews such as functional and non-functional requirements. Diagrams are provided like use case diagrams and data flow diagrams to illustrate the system requirements and functions. The goal is to design a new help desk ticketing system to improve tracking, assigning, and resolving support tickets.
Help Desk Ticketing System - Requirements SpecificationKyle Thompson
This document provides requirements for a new help desk ticketing system for ThyssenKrupp Presta Steering Group USA. It includes information from stakeholder interviews such as functional and non-functional requirements. Diagrams are provided such as a use case diagram, context diagram, and data flow diagrams to illustrate the system requirements and functions. Key functions of the system include submitting new tickets, assigning tickets, viewing and updating tickets, tracking tickets, closing tickets, instant messaging, email notifications, reporting, surveys, a knowledge base, and user management.
Este documento proporciona instrucciones para realizar las parametrizaciones básicas en el módulo SD de SAP. Describe cómo crear la sociedad, organizaciones de ventas, canales de distribución, sectores, puestos de expedición y centros, que son elementos clave de la configuración maestra de SD.
The document provides requirements for an Enterprise Document Management system. It includes over 100 individual requirements across several sections. The requirements cover functionality for user login/logout, navigation, document creation/editing/viewing, workgroup management, searching, and more. The system is intended to support content-centric collaboration within and between workgroups.
Internship Report of Bsc. CSIT (Format according to TU). The significant number of employee has admitted that they are wasting nearly an hour of the day on their working days. Even the managers of the company cannot look after every single employee in the organization what they have been working on each day.
Comodo One | IT Help Desk Ticketing SystemKristen theron
This document is an administrator guide for Comodo One MSP's Service Desk module. It begins with an introduction to Comodo One MSP and instructions for signing up for an account. It describes the Comodo One MSP web interface and how to manage administrators and companies. The bulk of the guide covers using the Service Desk module, including the admin panel, managing tickets, knowledgebase, projects, and staff timesheets. It provides overviews of the various configuration options and components within the Service Desk.
Help Desk Ticketing System - Requirements SpecificationKyle Thompson
This document provides requirements for a new help desk ticketing system for ThyssenKrupp Presta Steering Group USA. It includes information from stakeholder interviews such as functional and non-functional requirements. Diagrams are provided like use case diagrams and data flow diagrams to illustrate the system requirements and functions. The goal is to design a new help desk ticketing system to improve tracking, assigning, and resolving support tickets.
Help Desk Ticketing System - Requirements SpecificationKyle Thompson
This document provides requirements for a new help desk ticketing system for ThyssenKrupp Presta Steering Group USA. It includes information from stakeholder interviews such as functional and non-functional requirements. Diagrams are provided such as a use case diagram, context diagram, and data flow diagrams to illustrate the system requirements and functions. Key functions of the system include submitting new tickets, assigning tickets, viewing and updating tickets, tracking tickets, closing tickets, instant messaging, email notifications, reporting, surveys, a knowledge base, and user management.
Este documento proporciona instrucciones para realizar las parametrizaciones básicas en el módulo SD de SAP. Describe cómo crear la sociedad, organizaciones de ventas, canales de distribución, sectores, puestos de expedición y centros, que son elementos clave de la configuración maestra de SD.
The document provides requirements for an Enterprise Document Management system. It includes over 100 individual requirements across several sections. The requirements cover functionality for user login/logout, navigation, document creation/editing/viewing, workgroup management, searching, and more. The system is intended to support content-centric collaboration within and between workgroups.
Internship Report of Bsc. CSIT (Format according to TU). The significant number of employee has admitted that they are wasting nearly an hour of the day on their working days. Even the managers of the company cannot look after every single employee in the organization what they have been working on each day.
This document is a parts manual for Doosan portable light towers. It contains diagrams and part listings for assemblies of the light towers. The manual provides information to assist with locating and ordering replacement parts for maintenance and repair of the light towers. It details the various subassemblies that make up the towers and the appropriate fasteners to use. Ordering parts requires specifying the model, serial number, part number and description.
Este manual fornece instruções sobre a instalação, operação e programação da central telefônica Modulare +/Conecta + da Intelbras. Ele explica como conectar a central, configurar os ramais e troncos, e usar os recursos básicos da central.
This document is a dissertation submitted by Myint Oo in partial fulfillment of the requirements for a BSc (Hons) in Business Information Technology from the University of Greenwich. It presents the development of a website for Unique, an online shopping and auction site. The dissertation contains 9 chapters that cover all aspects of analyzing the requirements, designing, developing, and delivering the project. Methodologies like DSDM and UML modeling are used to manage the project development. PHP and MySQL are selected as the programming language and database to create the dynamic website.
Kaaahwa Armstrong completed a field attachment at Uganda Broadcasting Corporation (UBC) from June to August 2016. During this time, they worked under the supervision of several managers in the IT department. Their duties included networking tasks like cable termination, router configuration, and setting up local area networks. They also installed and configured operating systems, databases, and websites. Through hands-on experience with computer repair, networking, and software installation, Armstrong gained valuable practical skills to supplement their university computer science education. While the attachment provided valuable learning opportunities, challenges included limited equipment and understanding new technical concepts. Overall, the internship helped Armstrong apply their academic knowledge in a real-world work environment.
The document provides a design specification for a sports score system with speech recognition capabilities. It includes a high-level overview of the system architecture with four main subsystems: a server application, client application, sports score database, and dialog database. The document then describes each subsystem and component in more detail, including interfaces, data flows, and design considerations.
Este documento describe las características y especificaciones de tres modelos de retroexcavadoras de la Serie 3 de Case: el 580 Super R, el 580 Super R+ y el 590 Super R. Incluye detalles sobre sus motores, cabinas, sistemas hidráulicos, transmisiones y rendimiento. El documento destaca las mejoras en potencia, comodidad del operario, durabilidad y productividad de estos modelos.
Managing and controlling the final year projects of students using manual or
traditional process is a very tedious job. The main aim of this project is to create an
automated system for managing all the activities of projects. Project management system is a
system for managing, controlling, monitoring the final year projects of students. It is a web
based portal or application which is useful for students and project guide.
KUBOTA U55-4 EXCAVATOR Service Repair Manualukjemd ksjekm
This is the Highly Detailed factory service repair manual for theKUBOTA U55-4 EXCAVATOR, this Service Manual has detailed illustrations as well as step by step instructions,It is 100 percents complete and intact. they are specifically written for the do-it-yourself-er as well as the experienced mechanic.KUBOTA U55-4 EXCAVATOR Service Repair Workshop Manual provides step-by-step instructions based on the complete dis-assembly of the machine. It is this level of detail, along with hundreds of photos and illustrations, that guide the reader through each service and repair procedure. Complete download comes in pdf format which can work under all PC based windows operating system and Mac also, All pages are printable. Using this repair manual is an inexpensive way to keep your vehicle working properly.
Service Repair Manual Covers:
General
Machine Body
Engine
Hydraulic System
Electrical System
Cabin
File Format: PDF
Compatible: All Versions of Windows & Mac
Language: English
Requirements: Adobe PDF Reader
NO waiting, Buy from responsible seller and get INSTANT DOWNLOAD, Without wasting your hard-owned money on uncertainty or surprise! All pages are is great to haveKUBOTA U55-4 EXCAVATOR Service Repair Workshop Manual.
Looking for some other Service Repair Manual,please check:
https://www.aservicemanualpdf.com/
Thanks for visiting!
$35,000
PC & Tablets: $9,096
Training & Monthly
fees: $57,164
Total: $66,260
PC & Tablets: $28,000
Training & Monthly
fees: $2,500
Developer: $70,000
Total: $100,500
Time to Implement
Immediate
6 months
12 months
Flexibility
None
Limited
High
Customization
None
Limited
High
Future Growth
None
Limited
High
Risk
None
Medium
High
Recommendation:
Based on the
This document provides a parts list and index for components of a row unit and base machine. It lists over 100 individual part numbers organized into sections for the row unit and base machine, including seed openers, meters, attachments, hydraulic and electrical systems. The first page displays a sample parts listing for a shank assembly, seed tube and depth adjustment mechanism.
This document is a programming manual for GE Fanuc CNC PMC ladder logic programming. It provides definitions of warnings, cautions and notes used. It describes the process for creating PMC sequence programs including specifying interfaces, creating ladder diagrams, coding, checking and storing the program. It covers execution of sequence programs, priorities, structuring, I/O processing and addresses. The bulk of the document defines the basic PMC instructions and address types used in ladder logic programming.
1. The team will spend an estimated 120 days developing the system through initial planning, requirements gathering, design, and testing.
2. Key tasks include writing requirements documents, developing use cases, designing system architecture, and creating test plans and cases.
3. Significant time is allocated for requirements analysis, documentation, reviews, and addressing risks to ensure the system meets stakeholder needs.
This document provides information on high pressure air compressors from J.A. Becker & Söhne GmbH & Co. KG. It lists specifications for various compressor models including flow rate, working pressure, motor power, dimensions, and other technical details. Key features highlighted include energy efficient direct coupling without belt losses, maintenance-free operation, vibration damping, oil pressure lubrication, and filters for high pre-separation and low pressure drop. The company offers products for compressing various gases along with accessories, system control capabilities, and installation and maintenance services.
Seu purchase requisition management systemSaifur Rahman
This project is based on purchase module. It has features of create requisitions , multi-level approval system, order cretion, recieving, different reports etc
Transforming a Paper-Based Library System to Digital in Example of Herat Univ...Abdul Rahman Sherzad
Resourceful libraries have long attracted knowledge-seekers and have played an important role in education and research. With the astonishing advances in science and technology, traditional libraries have not remained unaffected and the concept of digital library has emerged and caused a revolution in these old institutions. A digital library can provide access to many of the information networks around the world, which is a necessary component of almost any research experience today.
Considering the facilities associated with a digital library, gradual replacement of traditional libraries by digital ones appears to be inevitable. As an important step in enhancement of education in Afghanistan, the concept of digital libraries must be introduced and integrated into the country’s rapidly evolving educational system.
This thesis addresses the challenges existing in Afghanistan university libraries. A solution for each challenge is defined by introducing digital and automated systems and finally a scheme is provided for switching from a paper-based library system to a digital library system.
The document provides a template for a Software Design Document (SDD) that describes the architecture and design of a software system. The SDD template includes sections for an introduction, system overview, system architecture, data design, component design, human interface design, requirements matrix, and appendices. The system architecture section further breaks down the system into subsystems and modules and explains how they interact. The data and component design sections describe how data structures and algorithms implement the required functionality.
ETA is a professional manufacturer for reflow oven,stencil printer,pick and place machine and conveyor,also provide full smt total solution as per client's needing, for now we have already help many oversea customers set up the new factories. Today i will introduce two LED TV production line cases with you.
www.smt11.com www.etasmt.com
smt@eta-ele.com
Wechat/Whatsapp/Cell phone +0086 13670127607
https://youtu.be/qA1-ot6GQHk
User accounts, authentication, strong passwords, and network security are important controls to ensure authorized access and prevent unauthorized access. Group policy objects and security groups can be used to centrally manage permissions and settings for users and computers. Creating user and computer accounts, defining different group types and scopes, and configuring group policies allows administrators to effectively manage security and resources on the network.
The document provides specifications for managing safety documents within a new document management system. It outlines requirements for the Livelink system, including modules, folder structure and permissions. Extensive details are provided on workflow designs to automate document revision and approval processes. Metadata fields and categories for documents are defined. Search and reporting functions within Livelink are designed to allow staff to locate documents. The specifications aim to facilitate reduced duplication, easier document location and management of document lifecycles through automated workflows.
This document is a parts manual for Doosan portable light towers. It contains diagrams and part listings for assemblies of the light towers. The manual provides information to assist with locating and ordering replacement parts for maintenance and repair of the light towers. It details the various subassemblies that make up the towers and the appropriate fasteners to use. Ordering parts requires specifying the model, serial number, part number and description.
Este manual fornece instruções sobre a instalação, operação e programação da central telefônica Modulare +/Conecta + da Intelbras. Ele explica como conectar a central, configurar os ramais e troncos, e usar os recursos básicos da central.
This document is a dissertation submitted by Myint Oo in partial fulfillment of the requirements for a BSc (Hons) in Business Information Technology from the University of Greenwich. It presents the development of a website for Unique, an online shopping and auction site. The dissertation contains 9 chapters that cover all aspects of analyzing the requirements, designing, developing, and delivering the project. Methodologies like DSDM and UML modeling are used to manage the project development. PHP and MySQL are selected as the programming language and database to create the dynamic website.
Kaaahwa Armstrong completed a field attachment at Uganda Broadcasting Corporation (UBC) from June to August 2016. During this time, they worked under the supervision of several managers in the IT department. Their duties included networking tasks like cable termination, router configuration, and setting up local area networks. They also installed and configured operating systems, databases, and websites. Through hands-on experience with computer repair, networking, and software installation, Armstrong gained valuable practical skills to supplement their university computer science education. While the attachment provided valuable learning opportunities, challenges included limited equipment and understanding new technical concepts. Overall, the internship helped Armstrong apply their academic knowledge in a real-world work environment.
The document provides a design specification for a sports score system with speech recognition capabilities. It includes a high-level overview of the system architecture with four main subsystems: a server application, client application, sports score database, and dialog database. The document then describes each subsystem and component in more detail, including interfaces, data flows, and design considerations.
Este documento describe las características y especificaciones de tres modelos de retroexcavadoras de la Serie 3 de Case: el 580 Super R, el 580 Super R+ y el 590 Super R. Incluye detalles sobre sus motores, cabinas, sistemas hidráulicos, transmisiones y rendimiento. El documento destaca las mejoras en potencia, comodidad del operario, durabilidad y productividad de estos modelos.
Managing and controlling the final year projects of students using manual or
traditional process is a very tedious job. The main aim of this project is to create an
automated system for managing all the activities of projects. Project management system is a
system for managing, controlling, monitoring the final year projects of students. It is a web
based portal or application which is useful for students and project guide.
KUBOTA U55-4 EXCAVATOR Service Repair Manualukjemd ksjekm
This is the Highly Detailed factory service repair manual for theKUBOTA U55-4 EXCAVATOR, this Service Manual has detailed illustrations as well as step by step instructions,It is 100 percents complete and intact. they are specifically written for the do-it-yourself-er as well as the experienced mechanic.KUBOTA U55-4 EXCAVATOR Service Repair Workshop Manual provides step-by-step instructions based on the complete dis-assembly of the machine. It is this level of detail, along with hundreds of photos and illustrations, that guide the reader through each service and repair procedure. Complete download comes in pdf format which can work under all PC based windows operating system and Mac also, All pages are printable. Using this repair manual is an inexpensive way to keep your vehicle working properly.
Service Repair Manual Covers:
General
Machine Body
Engine
Hydraulic System
Electrical System
Cabin
File Format: PDF
Compatible: All Versions of Windows & Mac
Language: English
Requirements: Adobe PDF Reader
NO waiting, Buy from responsible seller and get INSTANT DOWNLOAD, Without wasting your hard-owned money on uncertainty or surprise! All pages are is great to haveKUBOTA U55-4 EXCAVATOR Service Repair Workshop Manual.
Looking for some other Service Repair Manual,please check:
https://www.aservicemanualpdf.com/
Thanks for visiting!
$35,000
PC & Tablets: $9,096
Training & Monthly
fees: $57,164
Total: $66,260
PC & Tablets: $28,000
Training & Monthly
fees: $2,500
Developer: $70,000
Total: $100,500
Time to Implement
Immediate
6 months
12 months
Flexibility
None
Limited
High
Customization
None
Limited
High
Future Growth
None
Limited
High
Risk
None
Medium
High
Recommendation:
Based on the
This document provides a parts list and index for components of a row unit and base machine. It lists over 100 individual part numbers organized into sections for the row unit and base machine, including seed openers, meters, attachments, hydraulic and electrical systems. The first page displays a sample parts listing for a shank assembly, seed tube and depth adjustment mechanism.
This document is a programming manual for GE Fanuc CNC PMC ladder logic programming. It provides definitions of warnings, cautions and notes used. It describes the process for creating PMC sequence programs including specifying interfaces, creating ladder diagrams, coding, checking and storing the program. It covers execution of sequence programs, priorities, structuring, I/O processing and addresses. The bulk of the document defines the basic PMC instructions and address types used in ladder logic programming.
1. The team will spend an estimated 120 days developing the system through initial planning, requirements gathering, design, and testing.
2. Key tasks include writing requirements documents, developing use cases, designing system architecture, and creating test plans and cases.
3. Significant time is allocated for requirements analysis, documentation, reviews, and addressing risks to ensure the system meets stakeholder needs.
This document provides information on high pressure air compressors from J.A. Becker & Söhne GmbH & Co. KG. It lists specifications for various compressor models including flow rate, working pressure, motor power, dimensions, and other technical details. Key features highlighted include energy efficient direct coupling without belt losses, maintenance-free operation, vibration damping, oil pressure lubrication, and filters for high pre-separation and low pressure drop. The company offers products for compressing various gases along with accessories, system control capabilities, and installation and maintenance services.
Seu purchase requisition management systemSaifur Rahman
This project is based on purchase module. It has features of create requisitions , multi-level approval system, order cretion, recieving, different reports etc
Transforming a Paper-Based Library System to Digital in Example of Herat Univ...Abdul Rahman Sherzad
Resourceful libraries have long attracted knowledge-seekers and have played an important role in education and research. With the astonishing advances in science and technology, traditional libraries have not remained unaffected and the concept of digital library has emerged and caused a revolution in these old institutions. A digital library can provide access to many of the information networks around the world, which is a necessary component of almost any research experience today.
Considering the facilities associated with a digital library, gradual replacement of traditional libraries by digital ones appears to be inevitable. As an important step in enhancement of education in Afghanistan, the concept of digital libraries must be introduced and integrated into the country’s rapidly evolving educational system.
This thesis addresses the challenges existing in Afghanistan university libraries. A solution for each challenge is defined by introducing digital and automated systems and finally a scheme is provided for switching from a paper-based library system to a digital library system.
The document provides a template for a Software Design Document (SDD) that describes the architecture and design of a software system. The SDD template includes sections for an introduction, system overview, system architecture, data design, component design, human interface design, requirements matrix, and appendices. The system architecture section further breaks down the system into subsystems and modules and explains how they interact. The data and component design sections describe how data structures and algorithms implement the required functionality.
ETA is a professional manufacturer for reflow oven,stencil printer,pick and place machine and conveyor,also provide full smt total solution as per client's needing, for now we have already help many oversea customers set up the new factories. Today i will introduce two LED TV production line cases with you.
www.smt11.com www.etasmt.com
smt@eta-ele.com
Wechat/Whatsapp/Cell phone +0086 13670127607
https://youtu.be/qA1-ot6GQHk
User accounts, authentication, strong passwords, and network security are important controls to ensure authorized access and prevent unauthorized access. Group policy objects and security groups can be used to centrally manage permissions and settings for users and computers. Creating user and computer accounts, defining different group types and scopes, and configuring group policies allows administrators to effectively manage security and resources on the network.
The document provides specifications for managing safety documents within a new document management system. It outlines requirements for the Livelink system, including modules, folder structure and permissions. Extensive details are provided on workflow designs to automate document revision and approval processes. Metadata fields and categories for documents are defined. Search and reporting functions within Livelink are designed to allow staff to locate documents. The specifications aim to facilitate reduced duplication, easier document location and management of document lifecycles through automated workflows.
Online Book Donation System Project Report (Android)Kishan Maurya
Daksha -online book donation system provides a platform for all the people who need books, stationery, and money for education and cannot afford it and also for people who want to give away their unused books or books that are no longer required by them. The system has the facility to donate money and stationary as well. The donation can be made to an individual or to the NGO that needs it in a huge amount.
Games Design 2 - Lecture 9.5 - Card SortingDavid Farrell
Card sorting is a methodology used to help categorize large amounts of data in a way that is useful for user experience design. It involves having users group and sort cards representing the data items into self-defined categories. This helps identify how users naturally want information grouped and the overall structure of the data. Results from card sorting can be used to design navigation menus, taxonomies, and other interface elements. Both open and closed sorting techniques are used at different stages of the design process.
This 10 step guide outlines the process for defining business requirements to build a QuickBase solution. It includes gathering information about the business problem, users, data, data relationships, data entry needs, how data will be viewed and reported on, any email integration required, key stakeholders, deployment plans, and identifying who will support the solution ongoing. Defining these initial requirements up front helps ensure the QuickBase prototype and eventual deployed solution meets the organization's needs.
PanelVoiceTM is a new plugin for the GRADEpro guideline development tool that allows remote participation in evidence assessment and decision making. It provides a way to distribute evidence and recommendations to panel members before meetings and gather anonymous feedback to identify areas of disagreement. This helps panels make more efficient use of in-person meetings. PanelVoiceTM manages the information exchange and collects and analyzes responses, providing summaries to guide discussion. It offers flexibility in the process by supporting online or hybrid guideline development models.
Magic Submitter Review: 5 things you didn't know about Magic Submittercarqm37zbr
This document provides an overview and instructions for using the Magic Submitter content syndication software. It describes the key components and terminology of the software, including profiles, projects, services, and the submission matrix. It also explains how to navigate the user interface and menus, set up accounts, submit content, and get help from the developer or other users.
Evaluate a Health WebsiteName Click here to enter text.Course Cli.docxSANSKAR20
Evaluate a Health Website
Name Click here to enter text. Course Click here to enter text.Date Click here to enter text.
Pick one disease disorder or condition. Find two medicine-based websites that discuss it, such as WebMD, MedicineNet, the American Heart Association website, the American Diabetes Association website, and so on. Compare how the two websites you pick treat the subject. Then answer the following questions.
Question 1: What disease or condition did you pick?
Click here to enter text.
Question 2: What are the two websites you looked at?
1.
2.
Question 3: What differences did you find in how the two websites described the disease or condition?
Click here to enter text.
Question 4: Did one of the websites seem to be more reliable? If so, which, and why? If not, why not?
Click here to enter text.
Question 5: After reading the article, what three questions might a patient have about the condition that weren’t addressed?
1.
2.
3.
Page 1
Assessment item 1
File Systems and Advanced Scripting
Value: 15%
Due Date: 26-Aug-2018
Return Date: 31-Aug-2018
Length: 15 - 20 pages including screenshots
Submission method options: Alternative submission method
Task
back to top
In this assignment you will develop simple scripts to manage the user and file system whilst
developing some expertise in managing a complex file system.
Part 1: Automated Account Management (4 marks)
You have been asked by your boss to prepare two shell scripts which manage user information.
You are to prepare a simple shell script which reads a text file called users.txt. The file is in the
form
dfs /home/dfs Daniel Saffioti
and creates these users on the system without any interactive input. To do this you will need to
use the adduser(1) and passwd(1) commands. You will need to randomly produce the password
and report this to the administrator.
You can assume the fields being username, home directory and GCOS string are separate by a
single white space.
You can assume all users are in the same group.
The program should output the username and generated password once created.
Part 2: Design of a File System (3 marks)
https://outlines.csu.edu.au/delivery/published/ITC333/201860/SM/I/outline.html#contentPanel
You work for the Information Technology Department in your University and you have been
asked to build a server to store user data (home directories).
The volumes can grow without bounds, so it was felt that the ZFS file system should be used for
each volume. The operating system itself need not be on a ZFS volume.
All volumes including the operating system should be engineered in such a way to ensure the
best data protection is afforded in the event of local disk failure. It is expected that no more than
1 hours worth of data will be lost.
The volumes required are as follows:
1. uni0 with mount point /users/ug& quota of 200G.
2. uni1 with mount point /users/pg& quota of 20 ...
BMIS 530Systems Analysis and Redesign Project Phase 1 AssignmJeniceStuckeyoo
BMIS 530
Systems Analysis and Redesign Project: Phase 1
Assignment Instructions
Overview
The System Analysis and Redesign Project focuses on an original private cloud-based solution for a company you understand well. The purpose of this project is to ensure that you know how to analyze an organization and its’ associated systems. Therefore, the student is the architect. Successful projects will have a brand-new design of a missing feature that is not seen in existing information systems. The project should highlight your advanced skills in information systems, displaying your knowledge of all domains of our field.
A key objective of the project is to analyze and design a new system that can function in a cloud-based and/or a distributed computing architectural environment. This system should replace an existing system at a company or a Church or another organization that you understand well.
The re-designed system will be based upon at least one strong and well-respected information systems and/or informatics framework and several associated standards. The framework and associated standards (e.g. COBIT, NIST) will be used to benchmark the existing system to the new system and determine if improvements were made. A summary spreadsheet should be included in your final project phase that shows how the new system meets improved framework guidelines and sub-standards. Sub-standards that specifically identify how an information system needs to be implemented are mandatory in contrast to subjective designs.
All projects must use an original and new application/software design diagrams and concepts. You must identify a new need that has yet to be programmed/coded. Use of traditional classes/databases/sequence diagrams such as what you see in existing ERPs, CRMs, web forms, etc. will not be given credit. For example, tables or classes like accounts, persons, customers, employees, sales, orders, logins, movies/videos, inventory, hotel reservations, restaurant orders, store fronts, shopping carts, and many more will not count toward points in this class. It is your responsibility to check to make sure what you design is new and original. We want to see what you can design; not what others have already designed. Thus, please do not submit designs of existing information systems.
As you will find, the design must also result in a working system that can be implemented. Designs that do not show proficiency in parallel programming code (e.g. a working object-oriented class implemented in Java, C++, Python, and/or C#) are not very valuable at the more granular stage of design and thus this requirement. Software engineers and/or developers should be able to interpret your diagrams and accurately create the designed system with the level of detail provided.
All phases require screenshots for credit that have details in the screenshot showing your personal computer was used and include an operating system date/time. You must use op ...
The document provides an overview of a 7-step process for building an information system. The 7 steps are: 1) Identify and list stakeholders, 2) Identify and list actors, 3) Identify and list use cases, 4) Identify and list scenarios, 5) Identify and list steps, 6) Identify and list classes/objects, and 7) Manage work products. It describes each step in the process, including defining stakeholders, actors, use cases, scenarios, and mapping analysis to design. The process emphasizes discovery, iteration, and developing a shared understanding between stakeholders.
Ticketing tools are used to track issues reported by end users and assign them to the appropriate support team. These tools can vary depending on the company and client, but common examples include Remedy, Clarify, and OVSD. A ticketing tool allows support teams to log details of each issue, assign ownership, update on progress, and ultimately resolve the issue. When on call to provide production support, the person would first open and review any high severity tickets, check server logs to diagnose the problem, update stakeholders on their findings and efforts to resolve the issue.
Profile Analysis of Users in Data Analytics DomainDrjabez
Data Analytics and Data Science is in the fast forward
mode recently. We see a lot of companies hiring people for data
analysis and data science, especially in India. Also, many
recruiting firms use stackoverflow to fish their potential
candidates. The industry has also started to recruit people based
on the shapes of expertise. Expertise of a personal is
metaphorically outlined by shapes of letters like I, T, M and
hyphen betting on her experiencein a section (depth) and
therefore the variety of areas of interest (width).This proposal
builds upon the work of mining shapes of user expertise in a
typical online social Question and Answer (Q&A) community
where expert users often answer questions posed by other
users.We have dealt with the temporal analysis of the expertise
among the Q&A community users in terms how the user/ expert
have evolved over time.
Keywords— Shapes of expertise, Graph communities, Expertise
evolution, Q&A community
KronoDesk - On-Premise Help Desk Solution for Regulated IndustriesInflectra
Join Inflectra, a Washington, DC-based software company, for a presentation on KronoDesk - On-Premise Help Desk Solution for Regulated Industries. Originally presented on a live webinar by Adam Sandman, Inflectra's Technical Director, on April 22, the presentation is uploaded here for your convenience.
WEBINAR AGENDA:
The webinar covered:
-KronoDesk on-premise as an alternative solution to JIRA Service Desk
-KronoDesk Help Desk Ticketing System
-Configuration and Customization
-Support for multi-user organizations
-FDA-compliant electronic signatures for life science customers
-KronoDesk and its seamless end-to-end flow of information with SpiraTeam
WEBINAR PRESENTER:
Adam Sandman has been working in the IT industry for the past 20+ years. His areas of expertise span from software architecture to agile development, software testing, test automation, and project management. Currently, Adam is a Director of Technology at Inflectra, where he is interested in technology, business, and enabling people to follow their passions. At Inflectra, Adam is responsible for researching the tools, technologies, and processes in the software testing and quality assurance space. Adam is a prolific speaker whose speaking engagements range from StarEast, Eurostar to STPcons, DevGeekWeek, Swiss Testing Day, NDIA, STARCanada, TestingMind, Agile DevOps West, StarWest, to testCon, and many more.
Assignment Stakeholder Management in OrganizationsTo prepare fo.docxlynettearnold46882
Assignment: Stakeholder Management in Organizations
To prepare for this assignment read the case study “Aetna Inc.: Managing Inherent Enterprise Risks Through Stakeholder Management.” Prepare a 2- full pages paper that addresses these items:
· Describe the stakeholder management approach of the organization before the issues arose.
· Which of the three concepts of stakeholder management was most closely aligned with that approach?
· Describe the stakeholder management strategy that was devised to combat the negative perceptions of the organization. In what ways did the approach change?
· Do you think the new stakeholder management strategy of the organization better supports its responsibility to its constituents? Why? How?
Response includes three ways in which the stakeholder management approach supports the strategic objectives of the company.
Support your assignment with specific references to all resources used in its preparation. Use correct APA formatting for all resources. The Walden Writing Center provides preformatted templates with APA-compliant pagination, margins, and spacing.
ICT285 Databases
TSA 2018
Assignment 2
Worth: 20% of your final grade.
Due: Sunday 25 November 2018 11:55PM
Submit to: LMS, via the Assignments tool. Submit Parts 1 and 2, Part 3 sample data and
Part 4 CREATE VIEW statements as a SINGLE Word document. Parts 3 and 4
should be completed in Oracle on arion.
Ensure you complete the declaration that is part of the submission process.
You do not need to include a separate cover sheet but you should include
your name and student number as part of your document filename. Your
name and student number should also be included within in the assignment
document.
Late assignments that do not have an extension will be penalised at the rate of 5% per day.
This is an INDIVIDUAL assignment.
This assignment requires you to implement the database you designed to address some of
the requirements of the GardenSwap case study in Assignment 1. You will need to
incorporate any changes to your original design required as a result of the feedback on
Assignment 1 both individually and as a class (e.g. on the online forum), and to address the
additional/amended requirements listed in this document.
The assignment addresses the following learning outcomes for the unit:
3. Demonstrate practical skills in using SQL
5. Demonstrate practical skills in normalisation and convert a conceptual database
design to a logical design in 3NF
6. Create a database from a given design using a DBMS and implement specified
constraints using appropriate tools and approaches
7. Explain and implement security as it applies in the database environment.
Marks are distributed as follows:
Part 1: Revised ERD and schema 10
Part 2: Data dictionary 20
Part 3: Implementation 30
Part 4: Views 40
Total 100
Case study
Re-read the description of the GardenSwap case study in Ass.
The document provides an overview of the proposed press management system project. It discusses the existing manual system and its limitations including lack of immediate information storage and retrieval. The proposed system aims to address these limitations through a computerized system. It describes the scope of the project, system requirements, conceptual and detailed designs including modules for authors, customers, books, dealers, subscriptions and issues. Data flow diagrams are also discussed to model the flow of information through the system's processes.
- The document provides a guided tour for new group administrators on the BITSAA International Portal, explaining their privileges and how to manage various aspects of their batch group page.
- It outlines how to edit the group description, add custom pages and files, create and manage calendar events, approve photos and blog posts, view current and pending group members, and send messages or emails to all group members.
- Support is available from the BITSAA Technology Team for any administrators who have additional questions after reviewing the guided tour.
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Learn about Agile Software Development's advantages. Simplify your workflow to spur quicker innovation. Jump right in! We have also discussed the advantages.
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* What is the performance impact of running data quality frameworks
* How to run the test cases in your own ETL pipelines
* How the Incident Manager is integrated
* Get notified with alerts when test cases fail
Watch the meeting recording here - https://www.youtube.com/watch?v=UbNOje0kf6E
Takashi Kobayashi and Hironori Washizaki, "SWEBOK Guide and Future of SE Education," First International Symposium on the Future of Software Engineering (FUSE), June 3-6, 2024, Okinawa, Japan
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Deuglo has top Software Developers in India. They are experts in software development and help design and create custom Software solutions.
Deuglo follows seven steps methods for delivering their services to their customers. They called it the Software development life cycle process (SDLC).
Requirement — Collecting the Requirements is the first Phase in the SSLC process.
Feasibility Study — after completing the requirement process they move to the design phase.
Design — in this phase, they start designing the software.
Coding — when designing is completed, the developers start coding for the software.
Testing — in this phase when the coding of the software is done the testing team will start testing.
Installation — after completion of testing, the application opens to the live server and launches!
Maintenance — after completing the software development, customers start using the software.
A Study of Variable-Role-based Feature Enrichment in Neural Models of CodeAftab Hussain
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in learning programming -- could variable roles help deep neural models in
performing coding tasks? We do an exploratory study.
- These are slides of the talk given at InteNSE'23: The 1st International Workshop on Interpretability and Robustness in Neural Software Engineering, co-located with the 45th International Conference on Software Engineering, ICSE 2023, Melbourne Australia
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Microsoft has added an excellent new extension in PostgreSQL on their Azure Platform. This session, presented at Posette 2024, covers what Query Store is and the types of information you can get out of it.
Microservice Teams - How the cloud changes the way we workSven Peters
A lot of technical challenges and complexity come with building a cloud-native and distributed architecture. The way we develop backend software has fundamentally changed in the last ten years. Managing a microservices architecture demands a lot of us to ensure observability and operational resiliency. But did you also change the way you run your development teams?
Sven will talk about Atlassian’s journey from a monolith to a multi-tenanted architecture and how it affected the way the engineering teams work. You will learn how we shifted to service ownership, moved to more autonomous teams (and its challenges), and established platform and enablement teams.
Most important New features of Oracle 23c for DBAs and Developers. You can get more idea from my youtube channel video from https://youtu.be/XvL5WtaC20A
Zoom is a comprehensive platform designed to connect individuals and teams efficiently. With its user-friendly interface and powerful features, Zoom has become a go-to solution for virtual communication and collaboration. It offers a range of tools, including virtual meetings, team chat, VoIP phone systems, online whiteboards, and AI companions, to streamline workflows and enhance productivity.
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Web:- https://undressbaby.com/
1. T A S K 4 . 3 :
G R O S S G R I D H E L P D E S K
H E L P D E S K
Document Filename: CG-Task4.3-v1.1-HelpDesk.doc
Work package: WP4 International Testbed Organisation
Partner(s): PSNC, CYFRONET, UAB, CSIC,...
Lead Partner: CSIC
Config ID: HelpDesk-v1.1
Document classification: Internal
Abstract: This document provides a description of the user support CrossGrid HelpDesk
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1. INTRODUCTION
The goal of this document is to give a description of the CrossGrid Helpdesk. This system is the main
generic tool of the User Support Team, for the user support . It was introduced in deliverable D4.3-
v1.0 (1), and it is installed at IFIC, CSIC, Valencia (see http://cg1.ific.uv.es/hlpdesk).
User HelpDesk infrastructure should allow all users of the production testbed to get support for
encountered problems or questions and access to the CrossGrid user documentation. A user could be a
scientist using the CrossGrid or a local system administrator of a CrossGrid testbed site.
All kind of questions related to the CrossGrid Testbed (i.e. certificate, installation questions, network
security, resource broker, etc.) can be posed by the users, and an adequate answer is returned.
The Help Desk Database administrator will take care of the utility and will control the efficiency of
the method trying to improve it as much as possible.
HelpDesk systems are mainly used in organizations with big number of users compared to the number
of supporters. While there are several solutions available many of them are commercial and there are
just a few free tools. We have evaluated some free tools and they are quite similar in approaches and
features. The main differences were in appearance and development status. Our choice has been
OneOrZero (2) (which is distributed under GPL license). It is a web based helpdesk system
incorporating PHP, JavaScript and MySQL. This product is designed to be fully customizable. We are
based on version v1.4 RC2 Red Lava. We have customized this product and made modifications in
order to fit our user’s needs, but due to deep mortification the system has diverged from the original
OneOrZero version.
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2.THE QUESTION-ANSWER MECHANISM
When a user needs to report a problem or make a question, he will create a ticket. The ticket will have
a unique number reference. The ticket should be classified within a supporter group and topic. This
classification is not definitive but should help in a faster assignment to a concrete supporter who will
take care of the problem.
Supporters can reclassify a ticket in a different supporter group or topic if they consider that the
original classification has not been done properly. Even if a ticket can be answered by several
supporters (belonging to the same supporter group), it is assigned to the supporter that has the smaller
number of open tickets assigned. Nevertheless, a ticket can be reassigned at any time.
When a ticket has been answered, the supporter should tag the ticket as closed because this will trigger
the mechanism by which the user who reported that problem will be notified. It is up to the supporters
criteria to include a ticket into the knowledge base in order to make it available for all the users or not.
2.1.THE KNOWLEDGE BASE
The Knowledge Base is a database that contains problems reported by users with the corresponding
solutions. It is not a FAQ in the sense that a question doesn't need to be frequently asked. A question
should go into the knowledge base if a supporter considers that it could be of general interest. This
allows users to reduce the necessity of creating tickets by consulting the Knowledge Base.
2.2.THE INTERACTION LEVELS OF HELPDESK
Three hierarchical levels of services will be provided: the User Level, the Supporter Level and the
Administrator Level. Let 's see each one of them:
1. User level:
It is the most basic level. The user can consult the Knowledge Database. If that does not solve his
problem, the user will create a ticket stating the problem. The service will acknowledge receipt of
the ticket and the problem will be solved by the experts in the corresponding domain.
2. Supporter level:
It is composed by identified experts in several domains. Supporters are divided into groups; at the
same time the corresponding supporter groups are also subdivided in different topics. It is the
supporters responsibility to consult the tickets assigned either to themselves or to the group they
belong to and trying to solve those problems. In addition, the supporters are allowed to add
knowledge to the Knowledge Database.
3. Administrator level:
The administrator is responsible to manage the resources, administrate the database, add or
remove users or experts and keep the helpdesk system in good shape.
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3. HELPDESK USER AND SUPPORTER GUIDE
3.1. GENERAL DETAILS
In order to gain access into the CrossGrid helpdesk system it is mandatory to login. If the
user/supporter has not an account it is possible to apply for one (see Figure 1) by following the link
“register for an account” in the login page, where the potential user/supporter will have to fill in a
simple form. Supporters are separated into groups as it is shown in Table 1, so that if one intends to be
a supporter will just have to select one or more supporter groups in order to be a member of them. It is
worth to mention that each supporter group is also classified into different topics, but at the ticket-
answer mechanism level this is not very relevant. Topic classification will help in order to increase the
Knowledge Base granularity.
Figure 1: Login for the CrossGrid helpdesk
A ticket should be assigned to a supporter that will be responsible of answering that ticket. In order to
help in the assignment of a ticket to a concrete supporter, the user can choose the supporter group and
topic for that ticket. By default the new ticket is assigned to the expert with the smaller number of
tickets assigned to him. Supporters can reclassify tickets to other groups, topics and supporters. In
such a way that a supporter could, for example, check the tickets assigned to the groups he belongs to.
Then, he can decide that a given ticket would be better either in other group or topic or that the matter
of that ticket would be better answered by a given supporter.
It is important to assign the ticket to a supporter if it is being answered (or investigated) in order to
avoid other supporters in the same group wasting his time or answer duplications. However, to assign
a ticket to a supporter doesn't mean that it cannot be accessed by other supporters or even answered.
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Supporter groups Topic groups
Express support and not classified
questions
Helpdesk, Unclassified
Accesing to the Testbed CrossGrid V.O., Digital Certificates,
Migrating desktop, Portal, Scheduling
issues, User interfaces.
Using Testbed resources Data location, How to run, Monitoring,
Providing your feedback, Software to be
used
Deploying new software Development environment, Software
availability, Testing new software, Tools
and middleware for development
Testbed installation and upgrades Installation, Upgrades
Security issues Security
Network issues Network
Table 1: Supporter groups and topics for each group.
3.2. USER´S GUIDE
After having logged into the Helpdesk system, the first page that a user will see looks like the one
shown in Figure 2. In this figure it can be seen the aspect of a user page in which the main user options
are located on the left side frame, and can be summarized as follows:
1. Ticket Options.
2. FAQ Options.
3. Edit Profile.
Ticket Options are split into three items: Create Ticket, My Open Tickets and My Closed Tickets. Next,
we will be discussed in detail each one of these user options:
• Create Ticket: a user would create a ticket if he could not solve his problem looking at the
information stored in the knowledge database. The resulting ticket will then be assigned
automatically to a supporter. This supporter will be notified by an e-mail message. In Figure
3 the page designed for ticket creation is shown. It consists in three sections: User Info,
Supporter Info and Tickets Info. The user data are listed in the User Info section, while in
the two last ones sections there are several fields to be filled in. Notice that, apart from the
fields dedicated to the problem description, the rest will be filled in by information which
can help to get the question addressed, in a short time, to the right expert. In the Supporter
Info zone, the users have the ability to manipulate the following fields to be able to carry out
what it is mentioned previously:
Supporter Group: in this field the user has the possibility to decide, among the supporter
groups listed above, which one is more suitable for the question/problem he is trying to
solve. The user decision in choosing a supporter group for his ticket could be modified
by the supporter if, afterwards, this one considers that the selected supporter group is
not the more appropriate.
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Topic group: each supporter group has a set of topics, in that way it is also possible to
choose a topic in order to refine the ticket classification.
1.Priority: assign a priority to a ticket. Notice that, priority does not guarantee anything to
the user; it is only an indication to the supporter on how urgent is that problem for the
user. Therefore, a user can classify his ticket depending on its urgency into four priority
levels: Critical, High, Medium and Low.
Figure 2: User’s main page.
The area, in which the user describes the problem, is located on the bottom side frame of
the Create Ticket page. This area is named Ticket Info and is divided into two fields:
Short Description: this is the place where the user can write a short description of the
problem, i.e., a hint on the subject of the ticket.
Description: here the user should give a widely description of the problem, providing
to the supporter an easy understanding to the question. The correct description of the
problem could help to get the problem fixed quickly.
Once the ticket has been formulated and sent, the user can follow the progress of the ticket status. For
instance, to see whether the question has been answered or it is still waiting for response. The user can
do this by means of the following options:
• My Open Tickets: it is possible to keep track of the status of the open tickets owned by the
user. Using this option, the user will see a table where all of his open tickets are listed along
with additional information related to: the supporters who had received those tickets, the
creation date, their status, etc. By clicking on one of the fields located in the column named
Short description, the user will find more details about that particular ticket such as the
answer of his question. Still in the same page, the user can not only see both the information
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related to his problem and the previous updates done to it, but he is allowed to add a new
comment to the ticket if something has changed in it.
• My Closed Tickets: In a similar way it is possible to consult the closed tickets. Even if the
user is not able to reopen a closed ticket, it is still possible to perform an update to a
closed one.
Figure 3: Ticket creation.
The Knowledge Base contains already solved tickets or whatever information that supporters consider
of general interest. It is recommended before creating any ticket to consult the knowledge base in
order to see if the problem that the user wants to address has been solved previously. In the
Knowledge Base page the user has the ability either to search for keywords in all the database (without
selecting any supporter group) or restricting his search to a selected group by choosing a supporter
group among the list of all supporter groups. Another possibility is to browse the entries in each
supporter group or a given topic in a supporter group by following the links in the Knowledge Base
page.
The last user option is Edit Profile, there a user will see two tables: the first one summarizes the
required user data such as user name, first name, last name, email address and Password. While in the
second table, one can see the optional user data, for example language, theme, phone etc. Then the
Edit Profile page provides to the user the possibility to update both required and optional data.
3.3. SUPPORTER GUIDE
A supporter is also a user; therefore he is faced with a presentation page similar to the user´s one.
However on the top right side corner there is a link to the supporter page. That page (see Figure 4) is
designed to perform the supporter tasks.
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Figure 4: Supporter page
On the left side frame of Figure 4 one can see that the supporter options are divided into four sections:
Ticket Options, FAQ Options and Supporter Options. For tickets management a supporter has several
options available in the Ticket Options section, which can be described as follows:
• My Open Tickets: allows consulting the tickets assigned to that particular supporter. When a
supporter clicks on this option, he will see a table that looks like the one shown in Table 2.
This table summarizes some relevant information concerning the tickets such as Priority,
Short Description, Status, etc. Using the information available there, a supporter has the list of
tickets assigned to him and is able to chose among them. In order to answer the selected ticket
the supporter should click on the “Answer” link that is located on the bottom of each row of
the Short Description column (see table 2).
• My Group's Tickets: this is quite similar to the previous one but it provides to a supporter with
the possibility to access to all the tickets assigned to supporters in the same group as that
particular supporter. In that way a supporter can take care of tickets in his expertise domain
even if they are assigned to a different supporter.
• My Recent Tickets: is a quick access method that allows a supporter to see his more recent
accessed tickets. Those tickets will be listed, along with additional information, in a table
similar to that shown in Table 2.
• Search For Ticket: allows to make searches into the tickets database. A supporter can carry
out a search (depending on the Search Type selected) by filling in whether one or more of the
fields located on the right side frame of Figure 5. This Figure shows that the supporter has
several possibilities to make his search such as either choosing a Supporter group, Ticket
Priority, Ticket Status or SQL Statement.
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Table 2: Open Tickets table.
With respect to the FAQ Options, in addition to Knowledge Base option which is the same option as
the one available for a user, a supporter has two more options: Add to Knowledge Base and
Knowledge Base Stats. These options provide to a supporter either the possibility to dump tickets into
the knowledge base or to edit them before being stored in the knowledge base and to delete them. The
options mentioned previously can be described as follows:
• Knowledge Base: gives access to the knowledge database that should contain the issues/tickets
that have been solved, and they could be useful for all the Cross Grid community. These
tickets have been classified into different supporter groups and their topic’s groups depending
on which supporter group the problem has been solved before dumping into the knowledge
database. The way that either user or supporter can follow to get access to the information
stored in the knowledge base is described in section 3.3.2.
• Add to Knowledge Base: allows the supporter to add an entry into the knowledge database.
This option is faced by a page similar to the one shown in Figure 6. A supporter, before
adding a ticket into the database he should choose a supporter group and a topic among the
topic’s groups listed of that particular supporter group. And then describes the problem and its
answer filling in the Question and Description fields respectively.
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Figure 5: Ticket Search page.
Figure 6: Add to Knowledge Base page.
• Knowledge Base Stats: this option provides to a supporter the possibility to consult the
statistics related to how many times the tickets stored into the knowledge database have been
queried, read, edited and added. Clicking on this option a supporter will see five tables; the
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two first ones summarize both the latest Successful and Unsuccessful queries. While the rest
of the tables list the latest Added, Edited and read tickets.
Similar to the user page a supporter has a link for Edit Profile option in his represented page, which
allows him to modify his profile data stored in the database. The Edit Profile option is an item of the
Supporter Option (see Figure 4), along with View Groups option. This latter provides to a supporter
the possibility to see the list of the members of one or more supporter groups, to which he belongs to.
3.3.1 Answering a ticket
Even if answering a ticket is quite easy some concepts should be clarified. The answer has to be
written in the Answer field (see Figure 7). Once you have written some text, it will only be saved to
the database when you push on the Update Ticket button. This will not close the ticket automatically
because it could be possible to continue with the answer latter on. The supporter can access to the
Update Log by clicking in a small icon button which can be seen on the right-hand side frame of
Figure 7 and it will appear in a separate window.
It is possible to send an email to the user by entering some text into the Email User field. The content
of this email will be stored in the Update Log as well. There is also the possibility to update the log
directly writing in the Update field (see Figure 7); however those updates into the log will not be seen
by the users but only by supporters. It is a way to communicate with other supporters in your group
concerning a given ticket without having to send an email to all of them.
Figure 7: Update Log button
Last but not least, the user who created the ticket will be only notified concerning the solution to his
problem when the ticket is closed. Therefore, a ticket has to be explicitly closed by a supporter.
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Then, it is extremely important that supporters tag a ticket like closed when they consider that the
question has been definitively answered.
Notice that, due to the usage of dynamic menus in order to select either the group or topic this menus
manipulation could lead to nuisances. If you write some text in the Answer field, for instance, and then
you modify some value in one of those menus, the text that you have written will be lost. There are
two ways to circumvent that problem. The obvious way is to select the proper values from menus and
then write the text. Another way, in case that supporter has already written some text, is click on
Update Ticket button. This will save the answer to the database and, in this way, when the page is
refreshed the text will be recovered (notice that the text in the Answer field is modifiable).
3.3.2 Populating the Knowledge Base
There are two ways of populating the Knowledge Base, first one is by means of Add to Knowledge
Base as explained above. The second one is when answering a ticket, by pushing to the Dump to
Knowledge Base button. In both cases we will go to the Knowledge Base editor. The difference is that
in the first case we will see an empty editor and in the second case a copy of the ticket will be loaded
into the editor where the description and the answer will be merged.
The Knowledge Base editor is quite simple. It allows to modify the classification (group and topic) add
some keywords and the text itself. Notice, however, that the information is not stored into the database
until you push the Add to Knowledge Base button within the editor. Once you have done so, the
supporter can continue with the edition.
Supporters should pay attention because here they will face the same problem related with dynamic
menus but here it could be even more annoying. If for example a supporter is dumping a ticket to the
Knowledge Base and modifies some of the menus, text will be lost. Then it is advisable to save into
the database before any menu modification. Notwithstanding, every entry in the Knowledge Base can
be either edited or deleted at any time.
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16. HELP DESK DOCUMENTATION
Draft Version
4. CONCLUSIONS
Even if it is always possible to improve the Helpdesk and make it more user friendly, the system is
ready to be used and the basic functionality has been achieved. When the first version was released we
started a period for testing the helpdesk but we did not get too much feedback. After that, the system
went into production. Nowadays there are about 50 registered users from which 37% are supporters.
As of mid of January 2004 only 34 tickets have been created and most of them are just tests, bug
reports or suggestions. We would like to mention to Ariel García from FZK for his valuable comments
and warnings about wrong functioning of the system.
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17. HELP DESK DOCUMENTATION
Draft Version
5. REFERENCES
1. Cross Grid User Help Desk (GG-Tsk4.3-HelpDesk)
2. http://helpdesk.oneorzero.com
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18. HELP DESK DOCUMENTATION
Draft Version
6 AUTHORS
Farida Fassi (IFIC, farida.fassi@ific.uv.es)
Vicente Lara (CERN)
Jose Salt (IFIC)
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