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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: