打开与开源软件的通信线路

L. Fox, Shawn M. Plummer
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引用次数: 1

摘要

SUNY Geneseo最初的商业帮助台软件是在近十年前购买和实现的。管理大型软件安装的缺点(高昂的年度维护成本、当前人员配置水平无法满足的复杂管理需求,以及令人望而却步的扩展成本)促使我们为校园探索新的帮助台解决方案。我们选择实现开源帮助台软件。这个决定的好处不仅仅是经济上的。我们的客户现在有了自助服务功能,允许他们创建、查看和响应他们自己的问题。当以客户的名义输入新票以及问题得到解决时,客户将通过电子邮件自动收到通知。我们还将软件扩展到IT部门的其他领域,用于项目管理和内部问题跟踪。我们实现的解决方案的灵活性使我们能够努力改变许多基于纸张的、跟踪不良的流程,使其更加透明、易于维护和监控。我们将从管理、技术和客户的角度讨论开放帮助台系统的影响,讨论我们在此过程中必须克服的考验、困难和障碍,并对我们的实现进行现场演示。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Opening the lines of communications with open source software
SUNY Geneseo's original commercial helpdesk software was purchased and implemented nearly ten years ago. The drawbacks of managing a large software installation (high annual maintenance costs, complex administration needs that could not be met with current staffing levels, and prohibitive expansion costs) led to our exploration of a new helpdesk solution for the campus.We selected to implement open source helpdesk software. This decision has benefits beyond financial ones. Our customers now have self-service capabilities allowing them to create, view, and respond to their own issues. Customers are automatically notified via e-mail when a new ticket is entered on their behalf and when that issue has been resolved. We also expanded the software to other areas of our IT department for project management and internal problem tracking.The flexibility of the solution we implemented allows us to work towards changing many of our paper based, poorly tracked processes to be far more transparent and easy to maintain and monitor.We will discuss the impact of an open helpdesk system from management, technical, and customer perspectives, talk about the trials, tribulations, and hurdles we had to overcome along the way, and give a live demonstration of our implementation.
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