Jezik: | Slovenski jezik |
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Leto izida: | 2014 |
Tipologija: | 2.11 - Diplomsko delo |
Organizacija: | UM FOV - Fakulteta za organizacijske vede |
Založnik: | [B. Bogataj] |
UDK: | 659.2 |
COBISS: | 7293971 |
Št. ogledov: | 1295 |
Št. prenosov: | 105 |
Ocena: | 0 (0 glasov) |
Metapodatki: |
Sekundarni jezik: | Angleški jezik |
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Sekundarni naslov: | HELPDESK IMPLEMENTATION AT SLOVENIAN FOREST SERVICE |
Sekundarni povzetek: | 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. |
Sekundarne ključne besede: | helpdesk;knowledge base;OTRS; |
URN: | URN:SI:UM: |
Vrsta dela (COBISS): | Diplomsko delo |
Komentar na gradivo: | Univ. v Mariboru, Fak. za organizacijske vede |
Strani: | 40 f. |
ID: | 8729181 |