[489] in Tooltime
help tools meeting notes 11/10
daemon@ATHENA.MIT.EDU (Steven Wade Neiterman)
Mon Nov 10 12:00:46 1997
Date: Mon, 10 Nov 1997 12:05:02 -0500
To: tooltime@MIT.EDU
From: Steven Wade Neiterman <wade@MIT.EDU>
Notes from 11/10 meeting (Barbara, Debi, Wade)
*** Timeline:
- Monday 11/10
- Complete generation of passwords
- Complete development changes on SCOPUS GUI
- Complete email gateway changes
- Tuesday 11/11
- go home
- Wednesday 11/12
- Barbara to complete testing of SCOPUS GUI changes on help-them
- Thursday 11/13
- Team decides to make Oracle system of record for end of day 11/14
- Friday 11/14
- Migrate test database to production, including GUI changes
- Complete conversion of Filemaker to Oracle (Friday night)
- Set Filemaker database to read-only
- Monday 11/17
- Oracle tools in production (email, Scopus GUI, web)
- Monday 12/01
- Turn on "reply-to" on email gateway
- Barbara/wade - out of the office thru 12/08
*** Action items:
- Change password for existing accounts, send mail to users (need to
check Oracle's limitations on passwords). - Debi
- Updated project plan (see below).
- Email/Oracle gateway:
- Completed last weeks items from task list:
- Email Oracle gateway turned on last Friday, 11/7. About eight
messages have been received, some problems noted on multiple line
address. Redirect mail (forwarding) address needs to be added to
the email config file for proper inserting of category. Will default
to Helpdesk if not found.
- Updating email config file, reviewing acknowledgement mail and
testing needs to be done.
- Wade to add SAP category to sap mailing list feeds. Debi to add
this item to the Oracle category table.
- Barbara to add help@team-usa.mit.edu forward to the unix-vms-help
mailing list.
- New items:
- Need to handle incoming mail with multiple mail address
- Change Logid to Log on subject line acknowledgement
- Barbara to stress test email gateway, including sending and finding
the logs in Oracle, sending bad email message, replying to a locked
message, sending a message with an attachment, etc.
- Noted issue: mail from non MIT.EDU domain and from those sending
from a non kerberos name (e.g. dbarron) will not be found in the
warehouse and thus will not be able to use the web to locate their
record. Possible fix in the future, need email/kerberos mapping.
Training:
- Barbara to discuss with cwis group (Lisanti)
- Cron process in place to revise the frozen status for logs. Debi
will test.
- Conversion: Debi will modify conversion program to migrate created
by information to modified fields when modified fields are NULL.
*** Updates:
- Training:
- Held last week, 11/4, two sessions (new student consultants and
senior student consultants). Went reasonably well, some issues and
new ideas generated.
- Web/Oracle application.
- Not much work done, query limit increased to 200. Will revist during
week 11/17.
*** Critical path:
- Need SCOPUS GUI development done by 11/10, tested by 11/13 in order for
rollout on 11/14.
- Barbara to conduct QA on the ragone/ho Scopus GUI changes.
*** Documentation:
- Four page Quick Guide written, should install on project notebook page.
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HELP TOOLS RELEASE 1.1 WORKPLAN
TOOLS
Web/Oracle
Completed 11/04: increased display limit to 200 records.
Proposed changes:
Log screen:
- "modified by" username needs to be filled in via the web
- Add "MIT Computing Help Desk" with appropriate mail address to the
consultant reply to customer mail function.
- Revise format of the email sent to the customer.
- Change "Notify customer via email" to "Send customer new entry via
email" or "Send customer new case history" depending what happens.
- Make this checkbox only appear if we know the customer's email
address?
- Add 10 additional network fields to the log screen (see mail)
- Add 3 fields (taker, thaw, freeze) only for the consultant
- Make category, and status field - bold, red
- Duplicate IP address in the network section
- Move network fields infront of the log history text
- When customer appends to an existing log, change status to unseen
- Add word "client", in addition to existing client name.
Main screen (search):
- Change search "within 60 days" to between "30 and 60". ??
- Main screen: Change "Client:" to "Client Last Name:".
- Search on other stati, including "taker" field
- Need further check on consulting access, don't allow legacy people to
gain access (as currently is the case). New view should resolve.
- "Find Open" query should be consistent with Scopus, regarding
display of frozen status and taken field.
- Add search by category
Result screen:
- Change result screen working "Only first 100 records will be shown".
to "Showing first xx matching entries".
- Sorting on log status, sort in descending order by MIT_WEIGHT
- Change default sort order by (descending) log status weight and
then log number on the "Staff" side?
Submit screen:
- Add hostname, machine location, vendor and account number to
the IP address request on the submit screen.
- Put "client" in both received by and modified by fields when
customer submits log
Scopus GUI:
Complete GUI changes as follows (priority is shown):
1. Add new Find Open scripts per category (see debi's mail)
2. Add hostname field (needs to be added to database) to
the network screen.
3. Remove clipboard button from the logs screen.
4. When creating a new record, fill in modified by user and
timestamp with same information that is used for creation date.
5. Change display for taken field to use a view (needs to be
created) that does not show legacy users.
6. Repeat the IP Address field as a read-only field on the
network screen.
Completed items 10/31
1. Add Next Step field
2. Modify Find Open script to handle frozen date (do not show
Frozen logs in result window with a date greater than today.
3. Bug fix: on required field error, status reverts to New
4. Bug check: switching between main log and network screen, old
data shows on network screen when selecting new main log.
5. Change label from "Thaw" to "Close on Thaw"
Status: Working
Assigned: Ho/Ragone
Target: 11/10
Email/Oracle
Completed 11/10
- Need acknowldegement message on "reply logid"
- Appending to existing log, change status to "unseen"
- Review customized acknowldegement message on new message
- Populate received by and modified fields with "client"
- history_search_field needs to be populated
- Needs testing, begin to use computing-help, sap-help lists
- Change history to not have fixed upper limit
- Add code to handle bounced mail
Completed 10/31
- Review, complete and migrate to production:
- Minor changes include not hardcoding the login password
acknowledgement message.
- Install on production machine, revise syslog
Status: Testing
Assigned: Wade
Target: 11/14
SYSTEM:
Database
Add missing database fields:
Next Step field. (completed 10/21)
hostname fiel to mit_ni table (completed 11/4)
Status: Completed
Assigned: Wade
Target: 11/07
Create cron process to modify Frozen logs based on Frozen date
and status of Thaw code, as well as set the close date, otherwise
set status to pending on thaw date.
Status: Completed 11/5
Assigned: Wade
Target: 11/14
Create new view "legacy_users" to not display legacy users.
Status: Open
Assigned: Wade
Target: 11/14
Export test help-them database to production help-it database
Status: First attempt completed
Assigned: Wade
Target: 10/22
Data updates:
Update lookup/code tables as follows:
Add "Web" to Method, add "Unseen" to Status,
remove "Referred" from status, add "Projects" and "CWIS"
to Category, remove "Waiting" from status.
Status: Completed 10/20
Account table maintenance:
Review, modify and create new accounts:
Add "client" to profile and users table.
Drop those accounts where people do not need to login.
Move old consultants to status of Legacy
Add new users
Add Legacy users
Status: Completed 10/20
Alter the password for existing accounts
Status: Open
Assigned: Debi
Target: 10/27
Overall testing:
Perform business, stress and data testing
Status: Open
Assigned: Computing Help Desk
Target: 10/22
ROLLOUT:
Filemaker/Oracle Conversion:
Complete first pass and load of data
Status: Completed 10/21
Complete second pass and load of data
Need upper case for complete second pass and load of data
Status: Open
Assigned: Debi/Wade
Target: 10/30
Complete FINAL load of data
Status: Open
Assigned: Debi/Wade
Target: 11/14
Scopus deployment:
Install Scopus NT on machines as needed:
Need to deploy installer on net-dist.
Status: Open
Assigned: Smyser/Ho
Target: 10/22
Scopus Training:
Ensure consultants are ready
Status: Open
Assigned: Allen/Smyser/Ragone/Fuchs
Target: Two training sessions planned, 10/31
Solicit appropriate feedback
Check with DCS/Sampson for issues
Status: Open
Assigned: Fuchs/Goguen
Target: 10/17
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HELP TOOLS RELEASE 1.2 ??
Solaris Scopus GUI needs to work with ANO
Web/Oracle - send consultant mail when customer updates log
Add private comments field
Review design to look at records that exceed limit on result query
Add mail CC: field when consultant sends mail to customer (web/oracle)
Evalute issue with multpile saves in Scopus by same user on diff. machines
IP address should perform a "hostinfo" to check for existance
