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- Document new configuration options for "Ask Helpdesk" form and recipients.

    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}
   10: \item \textbf{Error reports} - whenever a server encounters a 500 error (Internal
   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.
   15: \item \textbf{Package update alerts} - the CHECKRPMS script run every other day will
   16: generate e-mail if it detects that package updates are needed. 
   17: \item \textbf{Module integrity alerts and new LON-CAPA releases} - a nightly process
   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
   22: version has been announced.
   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
   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.
   39: \end{itemize}
   40: Definition of the default Admin e-mail address and the default Support
   41: e-mail address saved from the {}``Contact Information'' screen supercede
   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
   45: first installed) will continue to apply until the first {}``Save'' 
   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.
   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) 
   72: domains.  The following can be set for the two classes of user: 
   73:  
   74: \begin{itemize}
   75: \item \textit{E-mail recipient(s)}
   76: Recipients can include the Admin e-mail address and/or the
   77: Support e-mail address, as well as other addresses.  In addition
   78: a Bcc address can be included. 
   79: \item \textit{Optional added text}
   80: A text string can automatically be added to each e-mail, 
   81: either prepended to the subject, or to the body of the message.
   82: 
   83: \item \textit{Extra helpdesk form fields}
   84: The user's e-mail address, and the message subject and description are 
   85: always required fields in the web form. The following are additional
   86: fields which can be set to be one of: optional or not shown.
   87: \begin{itemize}
   88: \item Name
   89: \item Phone
   90: \item Username and domain
   91: \item Course Details
   92: \item Section
   93: \item Cc e-mail
   94: \item File upload
   95: \end{itemize}
   96: 
   97: In the case of Name and Phone, the fields may also be set to required,
   98: and in the case of CC e-mail and File upload, those are only shown
   99: when the helpdesk web form is accessed by a user logged into LON-CAPA.
  100: If the File upload field is to be displayed, the allowed size of the
  101: upload can be specified (the default is 1.0 MB).
  102: 
  103: \end{itemize}
  104: