Technical Help Desk

Technical Help Desk

yazan Alvaro Corugedo -
Yanıt sayısı: 10
I plan to use moodle in a intranet (not only used in Internet smile) for the centre I work for.
One of the things I want to add is a way to send tickets, control, report and analize computer and network problems reported by the users to the technical department.
I started to develop all I need to acomplish it.
Is anybody else interested in such feature? Suggestions will be welcome.
regards.

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Re: Technical Help Desk

yazan Michael Penney -
Hi Alvaro,  I'd like to have an integration of these features into Moodle for handling user management, tutorials, forums, etc.

We're starting to work on getting a ticketing/project management system (looking at tutos or phpprojekt) integrated, so I could have single interface to host training materials, project management/time tracking, trouble tickets, and FAQ We currently use Double Choco Latte connected with Mindmeld for the FAQ. Mindmeld is an incredibly powerful tool, but I'm not as happy with DCL and so we're looking at other project management/ticketing systems.

We'll be starting this project in January if you are interested in collaborating or sharing ideas.


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Re: Technical Help Desk

yazan Don Quixote -
Hi Alvaro,

depending on what are your requirements you might be interested in HOT (hot open tickets), which is an open source php solution of a sourceforge project.

Greetings
Andreas
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Re: Technical Help Desk

yazan Martín Langhoff -
Yep -- the usual strategy is to run a bug-tracking or 'support ticket' tracking app, there are heaps out there, alongside Moodle. We do that for the support teams we support (in turn, they seem to support end-users which is more than we are willing to handle ;)
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Re: Technical Help Desk

yazan Tom Murdock -
Martin might drool over this if you can work in these issues:

http://moodle.org/bugs/bug.php?op=show&bugid=169&pos=20
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Re: Technical Help Desk

yazan Michael Penney -
Posted By: stronk7 at contiento dot com
Date: 11:31 PM 22-Jul-2003 I'm not sure if this can help, but:

http://www.tutos.org/

seems to be a good workgroup software.

hmm, Jeff liked tutos best also. The basic idea is an install similar to questionaire/phpESP, so that it's easier to incorporate new things added to tutos, while managing the users from moodle.

We thought some forms of courses might benefit from an integrated project management tool as well.


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Re: Technical Help Desk

yazan Tom Murdock -
I agree that bringing in something would be good, but I wish I could find Martin's dream scheme of the "original" tracker module. I think you would like its features, too.

It would be like a forum post that can be custom tagged per instance (like the custom rating system -- create tracking stages just as you create rating criteria) as a feature request, bug, etc.. Then as the bug is tested, resolved, etc. it is tagged and flagged as such. Each new post would be like adding a new discussion, so you have a familiar forum (with attachments) built into every tracker request (along with subscriptions, etc.).

But you would want to create a new view/sorting interface that would show all of the various stages of the tagging.

While this would fully integrate a tracker within Moodle, it would also provide flexibility for teachers to track anything. Instead of tracking bugs, they might track projects, they might track independent reading, to dos, etc.. It would be HIGHLY flexible. (It would even more flexible if these integrated with the calendar and if some of the tracker instances were private to the teacher/student).

I wish your excellent team might consider this one. While bringing in systems from the outside often work, they never feel "moodle-y" enough for my taste.

best,
Tom

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Re: Technical Help Desk

yazan Alvaro Corugedo -

Yes ... I guess one of the important things is to maintain the moodle feeling.

Also, such "external" software is too complex for the current needs.

By the way, should tickets be assigned to somebody for solving?  I mean, everybody may post things in the forum, but, in this particular case this feature should be avoided. Tickets should be assigned to a specific person that must solve it. We need also a ticket numbering system to refer to a post.

regards

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Re: Technical Help Desk

yazan Tom Murdock -
Yes, I think severity and assignments would be useful. Maybe even create a little block (like the dialogue block that enhances the module) that lists what has been assigned to you.

In the current bugtracker (moodle.org/bugs), everyone can contribute/subscribe to a bug, but the bug is still assigned to a single person (maybe the teacher that creates the individual tracker instance could create a list of people who could be assigned the task).

Wouldn't the postid serve as a ticket #?
I'm not sure about the severity issue.  Who decides it?  Could the severity be calculated by everyone using the built in rating system?

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Re: Technical Help Desk

yazan Tom Murdock -
Add new issue.... (drop down list) = custom tracking list (duplicate the custom rating system but save in a separate field).

Severity rating.... (drop down) = use existing rating system with private and public responses.

Assign task... (drop down) = draw from a list of individuals created by teacher (use existing subscription interface to create list).

I only wish that certain instances of the tracker (I see them spread throughout the course) could be designated for student only, or teacher/student only. For example, a student might want to create a todo list (that is reflected in the calendar); or a teacher might want to create a skills tracker that plots a student's progress with certain concepts or skill (i.e. reading comprehension, involvement in discussion, ability to use punctuation correctly, etc.).
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