esup helpdesk @ rpi - “a common work of both our nations” or a queue with a view
DESCRIPTION
ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View. Gary Schwartz Rensselaer Polytechnic Institute Jasig 2011 Denver, CO. You’re probably wondering why I’m here. Why I’m Here – Part I. Chair of Bedework Steering Committee - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/1.jpg)
ESUP-Portail Helpdesk
1
ESUP HelpDesk @ RPI - “A common work of both our nations”
OrA Queue with a View
Gary SchwartzRensselaer Polytechnic Institute
Jasig 2011 Denver, CO
![Page 3: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/3.jpg)
ESUP-Portail Helpdesk
Why I’m Here – Part I
• Chair of Bedework Steering Committee• President of CalConnect, the Calendaring &
Scheduling Consortium• Jasig Board• Director, Communications & Middleware
Technologies, RPI
3
![Page 4: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/4.jpg)
ESUP-Portail Helpdesk
Why I’m Here - Part II
• ESUP Portail Consortium HelpDesk software is a Jasig Incubator project
• RPI is deploying the first English language version of the ESUP Portail Consortium HelpDesk software
4
![Page 5: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/5.jpg)
ESUP-Portail Helpdesk
Another Gift from France
“A common work of both our nations”
The quote derives from Édouard René de Laboulaye, whose remarks were (allegedly) the inspiration for the Statue of Liberty.
5
![Page 6: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/6.jpg)
ESUP-Portail Helpdesk
Why I am here - Part III
“Hi Gary. The incubation committee is considering terminating the incubation of ESUP Help Desk. It seems to be a very worthy application but lacks community, developers, a stateside interest with the exception of RPI. I wanted to let you know and give you the opportunity to protest and make a case for continuing incubation. We are all ears if you think there is a good reason to keep it incubating.”
6
![Page 7: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/7.jpg)
ESUP-Portail Helpdesk
Is it me, or is there an elephant in the room
I think there’s a good reason,but the real question is“Do you think there is a goodthere is good reason to continue incubation?”Does higher ed need OSSHelpDesk software?
7
![Page 8: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/8.jpg)
ESUP-Portail Helpdesk
ESUP Portail Consortium• Over 80 French universities (IHEs)• OSS projects for education and Research• Collaborating with Jasig • Helpdesk is one of the projects
– Used by over 40 universities– Jasig Incubator project since April 2009
• Alain Mayeur, leader and a founder of the ESUP-Portail consortium, is here today.
8
![Page 9: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/9.jpg)
ESUP-Portail Helpdesk
• Can be deployed as– Servlet– Portlet : uPortal ready as distributed– Stand alone application
• built on familiar technologies - CAS, JavaServer Faces, etc
• Jasig incubating project
9
HelpDesk
![Page 10: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/10.jpg)
ESUP-Portail Helpdesk
10
Academic and Research Computing
Helpdesk • Primarily assist students – 20,000 contacts / yr• Laptop program – Computer Store, Computer
Repair, Help Desk• Student staff managed by professional staff
– IT staff provide Level 2 support • Web site - http://helpdesk.rpi.edu• Not the only help desk in our division
![Page 11: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/11.jpg)
ESUP-Portail Helpdesk
11
Helpdesk Software Goals for Users
• Users submit service problems through the web• Help users to easily categorize their problem• Inputs tailored to problem categories• Users track, modify, and close their own problems• E-mail to keep users updated problem status• View FAQs and search a KB without authenticating• View important notices without authenticating• Submit problem reports without authenticating
![Page 12: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/12.jpg)
ESUP-Portail Helpdesk
12
Helpdesk Software Goals for Staff
• Manage problems: Assign or Claim, Ask for more info, Close, Reopen, Audit
• Available to users without loading users• Update support teams and problem categories• Maintain FAQ and knowledge base• Customize branding• Post important notices easily• Quick tickets (problems resolved immediately)
![Page 14: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/14.jpg)
ESUP-Portail Helpdesk
14
Helpdesk Software Evolution at RPI
• Applix – Too fickle, expensive maintenance; retired w/o a replacement
• NextStep (hosted solution)– Start-up, expensive, limited functionality, discontinued
• Request Tracker – In use at some RPI locations, but not the right features
• ESUP Help Desk
![Page 23: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/23.jpg)
ESUP-Portail Helpdesk
RPI’s Plans• Production for fall semester• Continue to clean up interface
– Fewer icons– Reduce crowding on certain pages– Improve English phrasing
• Add quick tickets functionality• Add important notices
23
![Page 24: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/24.jpg)
ESUP-Portail Helpdesk
What’s Good• Has much of the functionality RPI is looking for• Well written - strong core features• Easily customizable
– Branding– Content– Language
• Comprehensive reporting capabilities
24
![Page 25: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/25.jpg)
ESUP-Portail Helpdesk
What’s less good• Sample database not available in English• Internationalization is more than string
translation– “Manager” .NE. “Manager”
• Interface looks dated • Forms are really pseudo forms• Don’t know who is champion/lead developer • Adding functionality requires Java experience
25
![Page 26: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/26.jpg)
ESUP-Portail Helpdesk
Would you like fries with that answer?
26
Touchscreen interface for HelpDesk staff?
![Page 27: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/27.jpg)
ESUP-Portail Helpdesk
References• http://www.esup-portail.org/display/PROJHELPDESK/
esup-helpdesk+-+user+support+at+establishment-level• http://www.esup-portail.org/display/PROJHELPDESK/
Papers+and+presentations• http://www.esup-portail.org/download/attachments/
131103/helpdesk-jasigSpring2009.ppt?version=2&modificationDate=1236015452000
27
![Page 28: ESUP HelpDesk @ RPI - “A common work of both our nations” Or A Queue with a View](https://reader035.vdocument.in/reader035/viewer/2022070503/56815661550346895dc40fa1/html5/thumbnails/28.jpg)
ESUP-Portail Helpdesk
28
Let’s talk
1. Do you think there is a good there is good reason to continue incubation?
2. Does higher ed need OSS HelpDesk software?