CAcert System Admins discussion list

["Robert R. Cruikshank" <robert AT cruikshanks.net>]

FYI
----- Forwarded Message -----
From: "Win Pe {PI}" <Win.Pe AT pepsico.com.au>
To: "Robert Cruikshank" <robert AT cruikshanks.net>
Sent: Wednesday, 25 March, 2009 9:19:38 AM GMT +10:00 Canberra / Melbourne / Sydney
Subject: RE: [Fwd: Re: [Cacert-sysadm] infrastructure requests]

Bob,

 

Web site is www.nynox.com. I have also attached the Nynox presentation Powerpoint. To address some of the requirements from Sam,

• Web based: Nynox is a totally 100% web based system. It also offers the SaaS (Software As A Service) model so Cacert doesn't need to worry about the infrastructure. We will host it for you.
• SLA, Email escalation: It has a built in escalation engine. Escalation is integrated tightely with SLA and Email escalation as well as web based UI will indicate overdue requests. SLA can be defined and it can be defined based on business/operation hours. SLA module will definitely help cacert members to serve the user community better.
• Database backend: It has a database engine and support all the major databases as outlined in the attached document.
• Work log, resolution and Knowledgebase: Users can log their work and resolution and they will serve as the knowledgebase for future requests.
• Email integration: Email is integrated. In addition to escalation, users can send requests to designated email destination for request creation as well as request status enquiry.
• Affordable: Nynox is based on the affordable model and you only need to pay for technicians. Users can log and enquire through web or email interfaces and end user license is free.

I trust that Nynox will help Cacert in its purpose. Looking forward to hearing from you.

 

 

Regards,

Win Pe
P Please consider the environment before printing this e-mail

 

---

From: Robert Cruikshank [mailto:robert AT cruikshanks.net]
Sent: Wednesday, 25 March 2009 12:43 AM
To: Pe, Win {PI}
Subject: [Fwd: Re: [Cacert-sysadm] infrastructure requests]

what's your web site?

-------- Original Message --------

Subject:	Re: [Cacert-sysadm] infrastructure requests
Date:	Sun, 22 Mar 2009 08:23:11 +0100
From:	Sam Johnston <samj AT samj.net>
To:	Daniel Black <daniel AT cacert.org>
CC:	cc, cacert-sysadm AT lists.cacert.org
References:	<49AEB996.50305 AT gardenali.biz> <200903212210.43996.daniel AT cacert.org> <21606dcf0903210512j22efffb1k7e643f0ea3a7470d AT mail.gmail.com> <200903220750.39266.daniel AT cacert.org>

The issue tracking system has been listed at SystemTasks for a year or so at least. Thunderbird extension "requirement" (?!?) aside, it's obvious that we need a web based ticketing system with an email interface. For OA at least intelligent assignment based on e.g. jurisdiction is an important scaling requirement (having humans doing this function is a complete and utter waste of our most limited resource: human time). Escalating issues after a certain time is also fairly critical for customer satisfaction and an absolute requirement if we ever decide to offer an SLA (as we arguably should).

For the wiki we need a performant tool (slow responses are a strong disincentive to editing) that almost certainly wants to be database backed (MoinMoin uses files). Ideally it will be free of UI annoyances like not being able to edit sections (very important for pages like SystemTasks) and the ability to discuss content changes on an associated talk page is perfect for e.g. developing and maintaining policy - see Wikipedia for an example of how well this works.

Sam

On Sat, Mar 21, 2009 at 9:50 PM, Daniel Black <daniel AT cacert.org> wrote:

With infrastructure requests, whether an issue tracker or something else, I'd
like to see a full statement of requirements, preferably on the current wiki,
from who are going to use it with mappings as to a selected product(s) as to
how well they meet these requirements.

Sure at some point an installation of both may be required to test them but
can we cover off the basic suitability first before too much effort is expended.
I certainly don't want to get xyz system into production and then it needs
unsupported feature Z.

Until I see the business requirements I'm not doing a thing.

Daniel
email/lists administrator
note: enhancements to existing systems should got to bugs.cacert.org
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Attachment: Nynox.ppt
Description: Nynox.ppt