resdesk karl vollmer [email protected] / irc.oregonstate.edu #osu-is ticket tracking and...
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![Page 1: ResDesk Karl Vollmer karl.vollmer@oregonstate.edu / irc.oregonstate.edu #osu-is Ticket Tracking and Network Management](https://reader036.vdocuments.us/reader036/viewer/2022082505/56649efc5503460f94c0f901/html5/thumbnails/1.jpg)
ResDesk ResDesk
Karl VollmerKarl [email protected] / irc.oregonstate.edu [email protected] / irc.oregonstate.edu
#osu-is#osu-is
Ticket Tracking and Network Ticket Tracking and Network ManagementManagement
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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
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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
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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
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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
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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…
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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!
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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…
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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
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Questions? Questions?