resdesk karl vollmer karl.vollmer@oregonstate.edu / irc.oregonstate.edu #osu-is ticket tracking and...

ResDesk ResDesk

Karl VollmerKarl Vollmerkarl.vollmer@oregonstate.edu / irc.oregonstate.edu karl.vollmer@oregonstate.edu / irc.oregonstate.edu

#osu-is#osu-is

Ticket Tracking and Network Ticket Tracking and Network ManagementManagement

Oregon State UniversityOregon State University

• 13 Residence Halls13 Residence Halls• 4 Cooperative Houses4 Cooperative Houses• 3900 Beds3900 Beds• 3500+ Students3500+ Students• 1600 Summer Conference guests 1600 Summer Conference guests • 100Mb/s to the port, 1Gb/s internal 100Mb/s to the port, 1Gb/s internal networknetwork• 72.8Mb/s commodity internet increasing 72.8Mb/s commodity internet increasing to ~150Mb/s by fall termto ~150Mb/s by fall term

Our Support ModelOur Support Model

• Walk up Helpdesk open 11h00 – Walk up Helpdesk open 11h00 – 17h00 17h00 • In Room Appointments 8h00 – 20h00In Room Appointments 8h00 – 20h00• Chat Support using Chat Support using irc.oregonstate.edu (Freenode network) irc.oregonstate.edu (Freenode network) 24x7 24x7 • Student Techs paid 1hr for each Student Techs paid 1hr for each appointment even if it takes 15minappointment even if it takes 15min

Our Network ModelOur Network Model

• One Active Machine per residentOne Active Machine per resident• *10Gb aggregate bandwidth use per day*10Gb aggregate bandwidth use per day• Admin can add “Extra” computer Admin can add “Extra” computer • Soft Traffic Shaping using Cisco SCE 2000Soft Traffic Shaping using Cisco SCE 2000• Captive DNS + Fire walled Subnet for Captive DNS + Fire walled Subnet for registration systemregistration system• DHCP Snooping where possible, RogueDetect DHCP Snooping where possible, RogueDetect fills the gaps fills the gaps http://beaversource.oregonstate.edu/projects/roguhttp://beaversource.oregonstate.edu/projects/roguedetectedetect * Proxy / On Campus traffic does not count* Proxy / On Campus traffic does not count

Previous ApplicationPrevious Application

• Similar Feature set, written for Similar Feature set, written for PHP3,PHP4PHP3,PHP4• Manual Conference Registration Manual Conference Registration • Basic Switch Port information, no Basic Switch Port information, no

managementmanagement• Single Sign On implementation Single Sign On implementation • 30 second initial page load30 second initial page load• Non-Compliant HTMLNon-Compliant HTML• No interaction with SCE deviceNo interaction with SCE device• Poor / Limited Scheduling Poor / Limited Scheduling

New Application New Application

• Native PHP5/XHTML/AJAXNative PHP5/XHTML/AJAX• Simplified Workflow Simplified Workflow • Streamlined SchedulingStreamlined Scheduling• Delegated Conference guest creationDelegated Conference guest creation• Page load is < 2 seconds on campusPage load is < 2 seconds on campus• Registration process is identical for Registration process is identical for conference conference

guests and normal studentsguests and normal students• Many other features…Many other features…

Why Open Source it?Why Open Source it?

• Giving back to the “Community” Giving back to the “Community” • Why re-invent the wheel if others have Why re-invent the wheel if others have

already built onealready built one• External ideas / Free Work!External ideas / Free Work!

BeaverSource!BeaverSource!

• Utilize on campus resource Utilize on campus resource BeaverSource, BeaverSource, http://beaversource.oregonstate.eduhttp://beaversource.oregonstate.edu• Public SVN/Trac InstancePublic SVN/Trac Instance• * ELGG Integration to projects* ELGG Integration to projects• Auto-generated class project groupsAuto-generated class project groups* Coming Soon…

ExamplesExamples• Handling a phone call from looking up the Handling a phone call from looking up the student to creating a ticketstudent to creating a ticket

• Creating and closing appointmentsCreating and closing appointments

• Troubleshooting a connection issueTroubleshooting a connection issue

Questions? Questions?