About

• What is it?
• What will it do?
• How much will it cost?
• What if I have a question?

What is it?

This system represents an open source project to create a robust and generic helpdesk management system for all kinds of helpdesks. It is being initially developed for use by the ICT helpdesk of Trinity High School and the Central Manchester City Learning Centre.

Trinity High's Website

It is a web-based system using PHP for the interface and PostgreSQL as a back-end database.

Each and every page of this system will conform to the XHTML 1.0 Transitional standard ensuring that the maximum number of both HTML and XML user agents will be catered for. In addition, the CSS level 2 standard is adhered to ensure correct presentation on those different user agents and platforms.

Lastly, for both social inclusion and good practise, each page is rated according to the Web Content Accessibility Guidelines 1.0 drawn up by the World Wide Web Consortium (W3C).

What will it do?

When completed it will allow the clients of the system (in this case, the teachers) to log into the system and register ICT issues directly with support staff. Support staff are grouped both into locational bases, with each base representing a single site (either a school or a city learning centre), and into levels, with each level representing the different lines of support.

Support staff then have the ability to manage their own time and resources using the system to keep track of all their currently unresolved issues.

Each recorded issue holds all pertinent information regarding the enquiry and can hold a full support history for later reference by support staff. Once resolved, those issues can be published to the knowledge base for public reference.

For a more extensive list, visit the features page.

How much will it cost?

Absolutely nothing! This project is licensed under the GNU General Public License (GPL) and as such is open and free to anyone who wishes to gain access to the code. Archives of the PHP files and SQL scripts can be downloaded from the downloads page.

What if I have a question?

Well, if you want to ask anything at all, then please don't hesitate to get in touch. We have a general mailing list helpmeict-discuss@lists.sourceforge.net for discussions and questions that you can join if you wish, just visit the list info page for more details. For those with bugs to report or features to request you may use the Sourceforge Bug Tracker or the Sourceforge RFE respectively.