Uvedba sistema za podporo uporabnikom na Zavodu za gozdove Slovenije

diplomsko delo univerzitetnega študija Organizacijska informatika

Blaž Bogataj (Author), Robert Leskovar (Mentor)

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;

Data

Language:	Slovenian
Year of publishing:	2014
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FOV - Faculty of Organizational Sciences
Publisher:	[B. Bogataj]
UDC:	659.2
COBISS:	7293971
Views:	1295
Downloads:	105
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	HELPDESK IMPLEMENTATION AT SLOVENIAN FOREST SERVICE
Secondary 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.
Secondary keywords:	helpdesk;knowledge base;OTRS;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Fak. za organizacijske vede
Pages:	40 f.
ID:	8729181