Annotation of loncom/html/adm/help/tex/Domain_Configuration_Contact_Info.tex, revision 1.6
1.1 raeburn 1: \label{Domain_Configuration_Contact_Info}
2: LON-CAPA will send automatic e-mail to administrators/support staff
3: under certain circumstances. The contact information data table can
4: be used to provide e-mail addresses for receipt of these e-mails and
5: to configure which types of e-mail should be sent to each address.
6:
7: The types of e-mail are:
8:
9: \begin{itemize}
1.5 raeburn 10: \item \textbf{Error reports} - whenever a server encounters a 500 error (Internal
1.1 raeburn 11: Server Error), Apache will handle that event by displaying an error
12: report form which the affected user can complete and submit. The submission,
13: which contains session information besides any information provided
14: by the user, will be sent as an e-mail.
1.5 raeburn 15: \item \textbf{Package update alerts} - the CHECKRPMS script run every other day will
1.1 raeburn 16: generate e-mail if it detects that package updates are needed.
1.5 raeburn 17: \item \textbf{Module integrity alerts and new LON-CAPA releases} - a nightly process
1.3 raeburn 18: compares checksums for LON-CAPA modules installed for your current release
19: with the expected values for that release retrieved from one of the Academic
20: Consortium servers (if your server is part of the LON-CAPA network).
21: An alert is sent if checksums or versions don't match, or if a new LON-CAPA
1.6 ! raeburn 22: release has been announced.
1.5 raeburn 23: \item \textbf{LON-CAPA server status}
24: A nightly run of the /home/httpd/perl/loncron script will generate an e-mail
25: if the weighted total of notices, warnings (weighted by 4), and errors
26: (weighted by 100) exceeds a threshold of 200. The script checks load average,
27: disk usage, and recent entries in the log files for the lond and lonc LON-CAPA
28: daemons, as well as the difference between the number of delayed ``critical''
29: transactions and the number of such transactions subsequently completed
30: when connection was re-established, (as recorded in the permanent log file:
31: /home/httpd/perl/logs/lonnet.perm.log). If an e-mail is sent the message body
32: contains the same HTML as in the /lon-status/ page on each LON-CAPA server,
33: for which access is configured using the ``Display Detailed Report'' item
34: in the domain configuration for ``Access to server status pages'';
35: \item \textbf{Alerts for users sharing the same student/employee ID} - a script is
1.3 raeburn 36: run every other night to check for use of the same student/employee ID by
37: multiple users in your domain. In LON-CAPA, a username must be unique,
38: and it is also recommended that student/employee IDs are unique.
1.1 raeburn 39: \end{itemize}
1.2 bisitz 40: Definition of the default Admin e-mail address and the default Support
41: e-mail address saved from the {}``Contact Information'' screen supercede
1.1 raeburn 42: any definitions made when ./UPDATE is run to update to a new version
43: of LON-CAPA. Addresses entered the first time ./UPDATE was run on
44: the primary library server for the domain (i.e., when LON-CAPA was
1.4 raeburn 45: first installed) will continue to apply until the first {}``Save''
1.3 raeburn 46: of the Contact Information settings has occurred in the domain.
47:
48: Two additional settings allow you to indicate whether error reports should be
49: sent to the LON-CAPA developers at Michigan State University (as well as to the
50: recipients selected in your domain), and the same for an e-mail reporting a
51: completed upgrade to a new LON-CAPA version. The default is to send both types of
52: e-mail to the developers.
1.5 raeburn 53:
54: \textbf{Configuration of the ``Ask helpdesk'' web form}, and who receives help request
55: e-mail is also done from the screen used to set contact information.
56:
57: Helpdesk requests - clicking the Help link displayed at the right
58: side of the inline navigation bar at the top of a LON-CAPA page (unless
59: the Remote Control is active) will display a Help Menu which includes
60: an {}``Ask helpdesk'' link. The ``Ask helpdesk'' link provides access to
61: a web form which a user will complete and submit to request LON-CAPA support.
62: The submission, which contains information about the user's browser,
63: besides information provided by the user, will be sent as an e-mail.
64:
65: Help requests submitted via the helpdesk form by a domain's users
66: can be handled differently from requests submitted by users from
67: other domains. If a user is from another domain, that domain's
68: settings for helpdesk e-mail recipient will apply. However, in
69: the case where a domain has not set that information, or the
70: domain can not be contacted to retrieve it, then the fall-back is
71: to use the settings for helpdesk requests for other (unconfigured)
1.6 ! raeburn 72: domains. For a domain's users, if institutional user types have been
! 73: defined for the domain (see \textit{Default authentication/language etc.}
! 74: (\ref{Domain_Configuration_LangTZAuth}), then helpdesk settings for e-mail
! 75: recipients can be set for the different user types, which will override
! 76: the defaults. When a help request is submitted the requester's user type
! 77: will determine the recipients of the e-mail. The following can be set for
! 78: the two classes of user (own domain, and other domains), as well as for
! 79: the domain's user types.
1.5 raeburn 80:
81: \begin{itemize}
82: \item \textit{E-mail recipient(s)}
83: Recipients can include the Admin e-mail address and/or the
84: Support e-mail address, as well as other addresses. In addition
85: a Bcc address can be included.
86: \item \textit{Optional added text}
87: A text string can automatically be added to each e-mail,
88: either prepended to the subject, or to the body of the message.
1.6 ! raeburn 89: \end{itemize}
1.5 raeburn 90:
1.6 ! raeburn 91: \textbf{Extra helpdesk form fields}
1.5 raeburn 92: The user's e-mail address, and the message subject and description are
93: always required fields in the web form. The following are additional
94: fields which can be set to be one of: optional or not shown.
95: \begin{itemize}
96: \item Name
97: \item Phone
98: \item Username and domain
99: \item Course Details
100: \item Section
101: \item Cc e-mail
102: \item File upload
103: \end{itemize}
104:
105: In the case of Name and Phone, the fields may also be set to required,
106: and in the case of CC e-mail and File upload, those are only shown
107: when the helpdesk web form is accessed by a user logged into LON-CAPA.
108: If the File upload field is to be displayed, the allowed size of the
109: upload can be specified (the default is 1.0 MB).
110:
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