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ESUP-Portail Helpdesk 1 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
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ESUP-Portail Helpdesk
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ESUP HelpDesk @ RPI - “A common work of both our nations”
OrA Queue with a View
Gary SchwartzRensselaer Polytechnic Institute
Jasig 2011 Denver, CO
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
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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
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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.
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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.”
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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 good
there is good reason to continue incubation?”
Does higher ed need OSS
HelpDesk software?
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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.
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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
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HelpDesk
ESUP-Portail Helpdesk
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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
ESUP-Portail Helpdesk
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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
ESUP-Portail Helpdesk
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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)
ESUP-Portail Helpdesk
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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
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
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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
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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
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ESUP-Portail Helpdesk
Would you like fries with that answer?
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Touchscreen interface for HelpDesk staff?
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
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ESUP-Portail Helpdesk
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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?
