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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.
1.8     ! raeburn    15: \item \textbf{Package update alerts} - the CHECKRPMS script run three times a week 
        !            16: (on Monday, Thursday, and Sunday) will generate e-mail if it detects that
        !            17: package updates are needed. 
1.5       raeburn    18: \item \textbf{Module integrity alerts and new LON-CAPA releases} - a nightly process
1.3       raeburn    19: compares checksums for LON-CAPA modules installed for your current release
                     20: with the expected values for that release retrieved from one of the Academic 
                     21: Consortium servers (if your server is part of the LON-CAPA network).
                     22: An alert is sent if checksums or versions don't match, or if a new LON-CAPA
1.6       raeburn    23: release has been announced.
1.5       raeburn    24: \item \textbf{LON-CAPA server status}
                     25: A nightly run of the /home/httpd/perl/loncron script will generate an e-mail 
1.7       raeburn    26: if the weighted total of notices, warnings, and errors exceeds a specified
                     27: threshold. The script checks load average, disk usage, and recent entries
                     28: in the log files for the lond and lonc LON-CAPA daemons, as well as the 
                     29: difference between the number of delayed ``critical'' transactions and
                     30: the number of such transactions subsequently completed when connection 
                     31: was re-established, (as recorded in the permanent log file:
1.5       raeburn    32: /home/httpd/perl/logs/lonnet.perm.log).  If an e-mail is sent the message body 
                     33: contains the same HTML as in the /lon-status/ page on each LON-CAPA server,  
                     34: for which access is configured using the ``Display Detailed Report'' item
                     35: in the domain configuration for ``Access to server status pages''; 
                     36: \item \textbf{Alerts for users sharing the same student/employee ID} - a script is
1.3       raeburn    37: run every other night to check for use of the same student/employee ID by
                     38: multiple users in your domain. In LON-CAPA, a username must be unique, 
                     39: and it is also recommended that student/employee IDs are unique.
1.1       raeburn    40: \end{itemize}
1.2       bisitz     41: Definition of the default Admin e-mail address and the default Support
                     42: e-mail address saved from the {}``Contact Information'' screen supercede
1.1       raeburn    43: any definitions made when ./UPDATE is run to update to a new version
                     44: of LON-CAPA. Addresses entered the first time ./UPDATE was run on
                     45: the primary library server for the domain (i.e., when LON-CAPA was
1.4       raeburn    46: first installed) will continue to apply until the first {}``Save'' 
1.3       raeburn    47: of the Contact Information settings has occurred in the domain.
                     48: 
1.7       raeburn    49: Three additional settings allow you to specify:
                     50: \begin{enumerate}
                     51: \item Whether error reports submitted by users should be sent to the 
                     52: core developer group at Michigan State University (as well as to the 
                     53: recipients selected in your domain).
                     54: \item Whether an e-mail reporting a completed upgrade to a new LON-CAPA version
                     55: should be sent to the core developer group. 
1.8     ! raeburn    56: \item Whether an e-mail containing the nightly status report generated by  
1.7       raeburn    57: loncron should be sent to the core developer group if the total error count 
                     58: exceeds a specified threshold.
                     59: \end{enumerate}
                     60: The default is to send all three types of e-mail to the core developer group.\\
                     61: 
                     62: Settings for the nightly status check e-mail are also managed from
                     63: the contact information screen.
                     64: 
                     65: \begin{itemize}
                     66: \item \textbf{Thresholds for error counts} can be set.  If the total error 
1.8     ! raeburn    67: count exceeds the relevant threshold then e-mail will be sent.  The default thresholds are:
1.7       raeburn    68: (a) 200 for status e-mail to be sent to designated recipient(s) in the domain,
                     69: and (b) 2500 for staus e-mail to be sent to the core developer group.
                     70: 
                     71: \item \textbf{Weights used to compute error count} can be set. The default weights
                     72: are: Errors 100, Warnings 4, and Notices 1.  In addition, the default weight for 
                     73: Unsent `critical' notifications to other LON-CAPA nodes is 5, but because unsent
                     74: items are considered as Warnings, their effective weight is 5 x 4 (i.e., 20).
                     75: 
                     76: \item \textbf{Servers with unsent updates to be excluded from count} can be set.
                     77: 
                     78: An `update' command will be sent to a LON-CAPA server subscribed to a resource,
                     79: on republication of the resource.  If the server is uncontactable, the update will
                     80: be stored as a delayed transaction, and will contribute to the Unsent total,
                     81: unless the server is no longer present in the authoritative hosts table available
                     82: from the consortium's name server(s).  If a specific server is still listed in the 
                     83: hosts table and is contributing to the overall error count, because there 
                     84: are update commands which have yet to be successfully sent, it can be explicitly
                     85: excluded from adding to the count.
                     86: \end{itemize}
                     87: 
1.5       raeburn    88: 
                     89: \textbf{Configuration of the ``Ask helpdesk'' web form}, and who receives help request
                     90: e-mail is also done from the screen used to set contact information.   
                     91: 
                     92: Helpdesk requests - clicking the Help link displayed at the right
                     93: side of the inline navigation bar at the top of a LON-CAPA page (unless
                     94: the Remote Control is active) will display a Help Menu which includes
                     95: an {}``Ask helpdesk'' link. The ``Ask helpdesk'' link provides access to
                     96: a web form which a user will complete and submit to request LON-CAPA support.
                     97: The submission, which contains information about the user's browser,
                     98: besides information provided by the user, will be sent as an e-mail.
                     99: 
                    100: Help requests submitted via the helpdesk form by a domain's users
                    101: can be handled differently from requests submitted by users from
                    102: other domains. If a user is from another domain, that domain's
                    103: settings for helpdesk e-mail recipient will apply.  However, in
                    104: the case where a domain has not set that information, or the
                    105: domain can not be contacted to retrieve it, then the fall-back is 
                    106: to use the settings for helpdesk requests for other (unconfigured) 
1.6       raeburn   107: domains.  For a domain's users, if institutional user types have been
                    108: defined for the domain (see \textit{Default authentication/language etc.} 
                    109: (\ref{Domain_Configuration_LangTZAuth}), then helpdesk settings for e-mail
                    110: recipients can be set for the different user types, which will override
                    111: the defaults. When a help request is submitted the requester's user type
                    112: will determine the recipients of the e-mail. The following can be set for 
                    113: the two classes of user (own domain, and other domains), as well as for
                    114: the domain's user types. 
1.5       raeburn   115:  
                    116: \begin{itemize}
                    117: \item \textit{E-mail recipient(s)}
                    118: Recipients can include the Admin e-mail address and/or the
                    119: Support e-mail address, as well as other addresses.  In addition
                    120: a Bcc address can be included. 
                    121: \item \textit{Optional added text}
                    122: A text string can automatically be added to each e-mail, 
                    123: either prepended to the subject, or to the body of the message.
1.6       raeburn   124: \end{itemize}
1.5       raeburn   125: 
1.6       raeburn   126: \textbf{Extra helpdesk form fields}
1.5       raeburn   127: The user's e-mail address, and the message subject and description are 
                    128: always required fields in the web form. The following are additional
                    129: fields which can be set to be one of: optional or not shown.
                    130: \begin{itemize}
                    131: \item Name
                    132: \item Phone
                    133: \item Username and domain
                    134: \item Course Details
                    135: \item Section
                    136: \item Cc e-mail
                    137: \item File upload
                    138: \end{itemize}
                    139: 
                    140: In the case of Name and Phone, the fields may also be set to required,
                    141: and in the case of CC e-mail and File upload, those are only shown
                    142: when the helpdesk web form is accessed by a user logged into LON-CAPA.
                    143: If the File upload field is to be displayed, the allowed size of the
                    144: upload can be specified (the default is 1.0 MB).
                    145: