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首页> 外文会议>Annual Association for Computing Machinery Special Interest Group on University and College Computing Services conference on user services >OSU Helpdesk: A Cost-Effective Helpdesk Solution for Everyone
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OSU Helpdesk: A Cost-Effective Helpdesk Solution for Everyone

机译：OSU帮助代表：每个人都有经济效益的帮助解决方案

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摘要

Over the last several years many attempts have been made to obtain commercial helpdesk software for the University. In each case the initial investment and recurring costs far exceeded available funding. The OSU Helpdesk project was launched in January 2003 by Information Services’ Technology Support Services unit. Interest from a myriad of Colleges and Departments quickly expanded the scope of the project with the goal evolving into a modular, Open Source helpdesk solution that can be utilized by anyone. At the heart of OSU Helpdesk is a powerful call tracking system based on The Mozilla? Organization’s Bugzilla? bug tracking software. The core features include secure logon, web and emailbased ticket entry, and powerful query and report tools. The call tracking system is linked to a searchable knowledgebase, built on Support Information Tracker, and a calendar, based on WebCalendar. Inventory and Service Level Agreement modules are planned for the 4th quarter of 2004 and early 2005 respectively. In this paper we will discuss the various modules that make up OSU Helpdesk, how we leveraged Open Source software to jump-start development and how the project has fostered collaboration within a very decentralized institution. We close with the current status of the project, lessons we’ve learned and links to our demonstration site, source code, and documentation.
机译：在过去的几年里，已经提出了许多尝试，以获得大学的商业帮助台软件。在每种情况下，初始投资和重现费用远远超过可用资金。 OSU帮助台项目于2003年1月由信息服务的技术支持服务单位推出。来自大学和部门的无数的兴趣迅速扩大了项目的范围，目标发展成一个模块化，开源帮助台解决方案，可以由任何人使用。 Osu HelpDesk的核心是基于Mozilla的强大呼叫跟踪系统？组织的bugzilla？错误跟踪软件。核心功能包括安全登录，Web和电子邮件票证条目和强大的查询和报表工具。呼叫跟踪系统链接到可搜索的知识库，基于WebCalendar基于支持信息跟踪器和日历。库存和服务级别协议模块分别于2004年第4季度和2005年初进行计划。在本文中，我们将讨论构成OSU帮助台的各种模块，我们如何利用开放源软件来开始开发以及该项目如何在一个非常分散的机构内促进合作。我们关闭了项目的当前状态，我们学习的课程和链接到我们的演示网站，源代码和文档。

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