Ubuntu Wiki

Sysadmin

• easy to install and maintain:
  • no separate email system needed
  • no exotic dependencies
  • Debian Sarge package is a plus
• gather experiences of other user networks
  • profit driven customer support centers
  • non-profit customer support centers

Use cases

Tom hears about Ubuntu and wants to try it. He learns about the existance of the ubuntu-be.org support network. He asks Wim, an ubuntu-be.org volunteer from his neighbourhood, for an Ubuntu installation set and installation help for his laptop. Wim proposes him a date and time for a meeting. Tom agrees. They meet. Wim gives Tom gets an official installation CD, installation help and adequate answers to questions popped up. He is now a happy beginning Ubuntu user.

Functional requirements

• ticket attachments: screenshots, config files, small videos,...
• user can assign ticket to individual support point
• simple, referencable urls
• email interface to the system
• (optional) phone interface to the system

• horizontal escalation: not answered within time limit =>

  • auto pass to general queue
  • auto pass to nearby support point
• statistics:
  • how many questions
  • how fast answered
  • how many escalations
  • how many back and forths per question
• precooked answers:
  • admins approve new answers
  • comments like on php.net
• publish help desk scenario tree
• internal queue for ubuntu-be.org administration ! integration with ubuntu-nl.org, ubuntu-fr.org documentation systems
• priority:

  • location bound questions > not location bound

  • public questions > private ones