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

\label{Domain_Configuration_Contact_Info}
LON-CAPA will send automatic e-mail to administrators/support staff
under certain circumstances. The contact information data table can
be used to provide e-mail addresses for receipt of these e-mails and
to configure which types of e-mail should be sent to each address.

The types of e-mail are: 

\begin{itemize}
\item \textbf{Error reports} - whenever a server encounters a 500 error (Internal
Server Error), Apache will handle that event by displaying an error
report form which the affected user can complete and submit. The submission,
which contains session information besides any information provided
by the user, will be sent as an e-mail.
\item \textbf{Package update alerts} - the CHECKRPMS script run every other day will
generate e-mail if it detects that package updates are needed. 
\item \textbf{Module integrity alerts and new LON-CAPA releases} - a nightly process
compares checksums for LON-CAPA modules installed for your current release
with the expected values for that release retrieved from one of the Academic 
Consortium servers (if your server is part of the LON-CAPA network).
An alert is sent if checksums or versions don't match, or if a new LON-CAPA
version has been announced.
\item \textbf{LON-CAPA server status}
A nightly run of the /home/httpd/perl/loncron script will generate an e-mail 
if the weighted total of notices, warnings (weighted by 4), and errors
(weighted by 100) exceeds a threshold of 200. The script checks load average,
disk usage, and recent entries in the log files for the lond and lonc LON-CAPA 
daemons, as well as the difference between the number of delayed ``critical'' 
transactions and the number of such transactions subsequently completed
when connection was re-established, (as recorded in the permanent log file:
/home/httpd/perl/logs/lonnet.perm.log).  If an e-mail is sent the message body 
contains the same HTML as in the /lon-status/ page on each LON-CAPA server,  
for which access is configured using the ``Display Detailed Report'' item
in the domain configuration for ``Access to server status pages''; 
\item \textbf{Alerts for users sharing the same student/employee ID} - a script is
run every other night to check for use of the same student/employee ID by
multiple users in your domain. In LON-CAPA, a username must be unique, 
and it is also recommended that student/employee IDs are unique.
\end{itemize}
Definition of the default Admin e-mail address and the default Support
e-mail address saved from the {}``Contact Information'' screen supercede
any definitions made when ./UPDATE is run to update to a new version
of LON-CAPA. Addresses entered the first time ./UPDATE was run on
the primary library server for the domain (i.e., when LON-CAPA was
first installed) will continue to apply until the first {}``Save'' 
of the Contact Information settings has occurred in the domain.

Two additional settings allow you to indicate whether error reports should be
sent to the LON-CAPA developers at Michigan State University (as well as to the 
recipients selected in your domain), and the same for an e-mail reporting a
completed upgrade to a new LON-CAPA version. The default is to send both types of 
e-mail to the developers.

\textbf{Configuration of the ``Ask helpdesk'' web form}, and who receives help request
e-mail is also done from the screen used to set contact information.   

Helpdesk requests - clicking the Help link displayed at the right
side of the inline navigation bar at the top of a LON-CAPA page (unless
the Remote Control is active) will display a Help Menu which includes
an {}``Ask helpdesk'' link. The ``Ask helpdesk'' link provides access to
a web form which a user will complete and submit to request LON-CAPA support.
The submission, which contains information about the user's browser,
besides information provided by the user, will be sent as an e-mail.

Help requests submitted via the helpdesk form by a domain's users
can be handled differently from requests submitted by users from
other domains. If a user is from another domain, that domain's
settings for helpdesk e-mail recipient will apply.  However, in
the case where a domain has not set that information, or the
domain can not be contacted to retrieve it, then the fall-back is 
to use the settings for helpdesk requests for other (unconfigured) 
domains.  The following can be set for the two classes of user: 
 
\begin{itemize}
\item \textit{E-mail recipient(s)}
Recipients can include the Admin e-mail address and/or the
Support e-mail address, as well as other addresses.  In addition
a Bcc address can be included. 
\item \textit{Optional added text}
A text string can automatically be added to each e-mail, 
either prepended to the subject, or to the body of the message.

\item \textit{Extra helpdesk form fields}
The user's e-mail address, and the message subject and description are 
always required fields in the web form. The following are additional
fields which can be set to be one of: optional or not shown.
\begin{itemize}
\item Name
\item Phone
\item Username and domain
\item Course Details
\item Section
\item Cc e-mail
\item File upload
\end{itemize}

In the case of Name and Phone, the fields may also be set to required,
and in the case of CC e-mail and File upload, those are only shown
when the helpdesk web form is accessed by a user logged into LON-CAPA.
If the File upload field is to be displayed, the allowed size of the
upload can be specified (the default is 1.0 MB).

\end{itemize}