��<html> <head> <meta http-equiv="Content-Type" content="text/html; charset=windows-1252"> <meta name="GENERATOR" content="Microsoft FrontPage 4.0"> <meta name="ProgId" content="FrontPage.Editor.Document"> <title>SupportView</title> </head> <body> <blockquote> <p class="MsoNormal" align="center"><span style="font-family:Verdana"> </span><font face="Palatino Linotype" size="6">SupportView</font></p> </blockquote> <div class="MsoNormal" align="center" style="text-align:center"> <span style="font-family:Verdana"> <hr size="1" width="100%" noshade color="#aca899" align="center"> </span> </div> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><b>What is it?</b> </font></p> <blockquote> <p class="MsoNormal" style="margin-bottom:6.0pt"><span style="mso-bidi-font-family: Arial"><font face="Palatino Linotype" size="2">SupportView is a web-based system that provides tools to facilitate Help Desk activities.<span style="mso-spacerun: yes">&nbsp;&nbsp; </span>It is in active development and is considered beta. </font> </span></p> <p class="MsoNormal" style="margin-bottom:6.0pt"><span style="mso-bidi-font-family: Arial"><font face="Palatino Linotype" size="2">SupportView uses Java, JSP, MySQL, and Tomcat and provides facilities for managing Support Tickets, Customer, Automated Notifications, and Statistical Reporting.&nbsp;Any web browser should be able to function as a client. It is released under the terms of the <a href="http://www.gnu.org/copyleft/gpl.html">GNU General Public License</a> (GPL). </font> </span></p> <p class="MsoNormal" style="margin-bottom:6.0pt"><span style="mso-bidi-font-family: Arial"><font face="Palatino Linotype"><font size="2">SupportView is free to use and modify. It is free to redistribute as long as you abide by the distribution terms of the <a href="http://www.gnu.org/copyleft/gpl.html">GPL</a>. </font> </font> </span></p> </blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><b>History</b> </font></p> <blockquote> <p class="MsoNormal" style="margin-bottom:6.0pt"><span style="mso-bidi-font-family: Arial"><font face="Palatino Linotype" size="2">I was originally assigned to create a Help Desk system to manage support cases for Viewlocity Inc.<span style="mso-spacerun: yes">&nbsp; </span>Viewlocity <span style="color:#0D0442">is the global leading provider of visibility, event management, and optimization software for the adaptive supply chain.<span style="mso-spacerun: yes">&nbsp; </span></span> </font></span><font size="2" face="Palatino Linotype">We searched for good, free packages that met our own business requirements.&nbsp; However, after coming up with no such packages, we wrote our own.</font></p> <p class="MsoNormal" style="margin-bottom:6.0pt"><span style="mso-bidi-font-family: Arial"><font face="Palatino Linotype" size="2">We decided to make it available to the public not only as a means of&nbsp; sharing good software but assisting us with enhancing the SupportView product to provide quality features to facilitate and streamline Help Desk activities.</font></span></p> <p class="MsoNormal" style="margin-bottom:6.0pt"><font face="Palatino Linotype" size="2"><span style="mso-bidi-font-family: Arial">Vijay Kasarabada and Geetha Vidyaprakash have added&nbsp; Case Metric, Escalated Notifications&nbsp; and Administration features to further enhance the ability to monitor and administer SupportView.</span></font><span style="mso-bidi-font-family: Arial"><font face="Palatino Linotype" size="2"><span style="mso-spacerun: yes">&nbsp; </span><span style="color:#0D0442"> </span></font></span></p> <p><span class="section"><font face="Palatino Linotype" size="2"><b>About me</b></font></span></p> <p style="margin-top:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:0in"><font face="Palatino Linotype" size="2"><span style="mso-bidi-font-family: Arial">I have a </span></font><span style="mso-bidi-font-family:Arial"><font face="Palatino Linotype" size="2">Bachelor of Science in Computer Science from University of Texas at Dallas.&nbsp;&nbsp; I intend to obtain a Masters degree in Business Administration in the near future. </font> </span></p> <p style="margin-top:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:0in"><span style="mso-bidi-font-family:Arial"><font face="Palatino Linotype"><font size="2">I have been with Viewlocity for more than 3 years working as a Support Consultant, Software Developer, Project Manager, Quality Assurance and Configuration Manager.&nbsp;&nbsp; I have a strong desire for creating mechanism and procedures for ensuring&nbsp; code and product quality, traceability and standard check-in procedures along with enhancing the ability to track and resolve customer support requests.</font> </font> </span></p> </blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><b>Requirements</b> </font></p> <blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><font size="2">Coming Soon </font> </font></p> </blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><b>Features and Benefits</b> </font></p> <blockquote> <ul type="disc"> <li class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto; mso-list:l2 level1 lfo1;tab-stops:list .5in"><font face="Palatino Linotype" size="2">Free </font></li> <li class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto; mso-list:l2 level1 lfo1;tab-stops:list .5in"><font face="Palatino Linotype" size="2">Web based </font></li> <li class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto; mso-list:l2 level1 lfo1;tab-stops:list .5in"><font face="Palatino Linotype" size="2">Platform independent </font></li> <li class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto; mso-list:l2 level1 lfo1;tab-stops:list .5in"><font face="Palatino Linotype" size="2">Multiple projects </font></li> <li class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto; mso-list:l2 level1 lfo1;tab-stops:list .5in"><font face="Palatino Linotype" size="2">Emailing </font></li> <li class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto; mso-list:l2 level1 lfo1;tab-stops:list .5in"><font face="Palatino Linotype"><font size="2">Simple Search </font> </font></li> </ul> </blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><b>Upcoming Features</b> </font></p> <blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><font size="2">Coming Soon </font> </font></p> </blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><b>Goals</b> </font></p> <blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype" size="2">The goals for this project are to produce and maintain a simple, lightweight Help Desk system. Additions of complexity/features are modular so that users can be shielded from unwanted clutter. Thus, much of the package has a simple version of a feature along with a more fully developed version. </font></p> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><font size="2">In the 'core' package the goal is to have the most important, most used, most time saving portions of a Help Desk system. The product is designed to be easily modifiable, customizable, and upgradeable. Anyone with intermediate JSP and MySQL experience should be able to customize Help Desk to suit their needs. </font> </font></p> </blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><b>Guidelines</b> </font></p> <blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"> <font size="2">Coming Soon &nbsp;</font></font></p> </blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><b>Versioning</b> </font></p> <blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype" size="2">The release numbering convention is <b>major.minor.maintenance.patch</b> (eg. 1.2.3.4). </font></p> <ul type="disc"> <li class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto; mso-list:l1 level1 lfo3;tab-stops:list .5in"><font face="Palatino Linotype" size="2">Major - Indicates a very large change in the core functionality. </font></li> <li class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto; mso-list:l1 level1 lfo3;tab-stops:list .5in"><font face="Palatino Linotype" size="2">Minor - Significant amount of feature addition/modification. </font></li> <li class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto; mso-list:l1 level1 lfo3;tab-stops:list .5in"><font face="Palatino Linotype" size="2">Maintenance - Mostly bug fixes or minor features</font></li> <li class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto; mso-list:l1 level1 lfo3;tab-stops:list .5in"><font face="Palatino Linotype" size="2">Patch - Emergency bug fixes </font></li> </ul> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><font size="2">Currently, SourceView is considered beta software. Version 1.0.0.0 will be used when we consider Help Desk to be production quality. This means it should be feature full and stable enough for full production use. &nbsp;</font></font></p> </blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype"><b>Support</b>&nbsp;</font></p> <blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype" size="2">Use Bug Tracking System, Tech Support Tracking System, Patch Tracking System, Feature Request Tracking System and Forum provided by SourceForge to submit issues, requests, comments, feedback and etc.&nbsp;</font></p> </blockquote> <p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><font face="Palatino Linotype">The Home Page will updated soon with more information and useful links/documentation.&nbsp; If you're interested to help with development, please contact me at <a href="mailto:ymikhalevsky@users.sourceforge.net">ymikhalevsky@users.sourceforge.net</a>&nbsp;&nbsp;</font></p> <p class="MsoNormal" style="mso-margin-top-alt: auto; mso-margin-bottom-alt: auto; word-spacing: 0; margin-top: 0"><font face="Palatino Linotype">Yulia Mikhalevsky<br> SupportView Administrator</font></p> <blockquote> <p align="center"><img border="0" src="sf_logo.gif" width="200" height="52"></p> </blockquote> </body> </html>