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Title:
UVEDBA SISTEMA ZA PODPORO UPORABNIKOM NA ZAVODU ZA GOZDOVE SLOVENIJE
Authors:
ID
Bogataj, Blaž
(
Author
)
ID
Leskovar, Robert
(
Mentor
)
More about this mentor...
Files:
UNI_Bogataj_Blaz_2014.pdf
(1,17 MB)
MD5: EF49347C3EF89E6C8DC46A282D84ABD4
Language:
Slovenian
Work type:
Undergraduate thesis
Organization:
FOV - Faculty of Organizational Sciences in Kranj
Abstract:
Zavod za gozdove Slovenije doslej sistema za podporo uporabnikom ni uporabljal. Zato smo preverili štiri odprtokodne rešitve za podporo uporabnikom na vsaj 130 lokacijah. Definirali smo kriterije izbora in med obravnavanimi rešitvami izbrali OTRS helpdesk. Slednja deluje kot spletna rešitev, dostopna je vsem zaposlenim. Največ časa pri namestitvi in uvajanju OTRS helpdeska smo namenili dodajanju, pregledovanju in iskanju zahtevkov ter tvorjenju baze znanja. Uporabniki to bazo znanja lahko dopolnjujejo s svojimi pripombami in ocenami ustreznosti rešitve. OTRS helpdesk smo namestili v virtualni stroj in ga predali v testno uporabo zaposlenim na ZGS. Sistem deluje eno leto, vendar ga vsi uporabniki niso prepoznali kot orodje za dostop do baze znanja ali za pomoč pri uporabi IKT. Pripravili smo seznam orodij in možne komunikacijske poti, s katerimi operaterji uporabnikom lahko nudijo pomoč. Delo operaterjev na sistemu OTRS helpdesk smo uspešno testirali tudi na mobilnih napravah.
Keywords:
pomoč uporabnikom
,
baza znanja
,
OTRS
Place of publishing:
Kranj
Year of publishing:
2014
PID:
20.500.12556/DKUM-43992
COBISS.SI-ID:
7293971
NUK URN:
URN:SI:UM:DK:8QNDPLH9
Publication date in DKUM:
03.06.2014
Views:
2026
Downloads:
132
Metadata:
Categories:
FOV
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Secondary language
Language:
English
Title:
HELPDESK IMPLEMENTATION AT SLOVENIAN FOREST SERVICE
Abstract:
The Slovenian Forestry Service (SFS) is in the process of implementing a helpdesk system for the first time. Four open source helpdesk systems were tested to support at at least 130 locations of SFS. On the basis of defined criteria, OTRS helpdesk was chosen. As a web-solution it is accessible for all SFS employees. Most of implementation effort was dedicated to populate, browse and search requests. The OTRS helpdesk contains a knowledge base, which can be further expanded by user posts and evaluations. The OTRS helpdesk was implemented as the virtual machine and exposed to all SFS employees for a pilot use. During a one year period it has not been recognised as a helpdesk and knowledge base tool by all users. However, we have provided a list of tools and communication paths to support workstations and mobile devices from remote locations. Tests with mobile devices were successful.
Keywords:
helpdesk
,
knowledge base
,
OTRS
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