[LON-CAPA-cvs] cvs: loncom /html/adm/help/tex Domain_Configuration_Contact_Info.tex

[raeburn]

raeburn		Wed Mar 29 23:23:50 2017 EDT

  Modified files:              
    /loncom/html/adm/help/tex	Domain_Configuration_Contact_Info.tex 
  Log:
  - Document new configuration options for "Ask Helpdesk" form and recipients.
  
  
Index: loncom/html/adm/help/tex/Domain_Configuration_Contact_Info.tex
diff -u loncom/html/adm/help/tex/Domain_Configuration_Contact_Info.tex:1.4 loncom/html/adm/help/tex/Domain_Configuration_Contact_Info.tex:1.5
--- loncom/html/adm/help/tex/Domain_Configuration_Contact_Info.tex:1.4	Sat Aug 20 17:48:11 2016
+++ loncom/html/adm/help/tex/Domain_Configuration_Contact_Info.tex	Wed Mar 29 23:23:50 2017
@@ -7,28 +7,32 @@
 The types of e-mail are: 
 
 \begin{itemize}
-\item Error reports - whenever a server encounters a 500 error (Internal
+\item \textbf{Error reports} - whenever a server encounters a 500 error (Internal
 Server Error), Apache will handle that event by displaying an error
 report form which the affected user can complete and submit. The submission,
 which contains session information besides any information provided
 by the user, will be sent as an e-mail.
-\item Package update alerts - the CHECKRPMS script run every other day will
+\item \textbf{Package update alerts} - the CHECKRPMS script run every other day will
 generate e-mail if it detects that package updates are needed. 
-\item Helpdesk requests - clicking the Help link displayed at the right
-side of the inline navigation bar at the top of a LON-CAPA page (unless
-the Remote Control is active) will display a Help Menu which includes
-an {}``Ask helpdesk'' link. The ``Ask helpdesk'' 
-link provides access to a web form which a user will complete and
-submit to request LON-CAPA support. The submission, which contains
-information about the user's browser, besides information provided
-by the user, will be sent as an e-mail.
-\item Module integrity alerts and new LON-CAPA releases - a nightly process
+\item \textbf{Module integrity alerts and new LON-CAPA releases} - a nightly process
 compares checksums for LON-CAPA modules installed for your current release
 with the expected values for that release retrieved from one of the Academic 
 Consortium servers (if your server is part of the LON-CAPA network).
 An alert is sent if checksums or versions don't match, or if a new LON-CAPA
 version has been announced.
-\item Alerts for users sharing the same student/employee ID - a script is
+\item \textbf{LON-CAPA server status}
+A nightly run of the /home/httpd/perl/loncron script will generate an e-mail 
+if the weighted total of notices, warnings (weighted by 4), and errors
+(weighted by 100) exceeds a threshold of 200. The script checks load average,
+disk usage, and recent entries in the log files for the lond and lonc LON-CAPA 
+daemons, as well as the difference between the number of delayed ``critical'' 
+transactions and the number of such transactions subsequently completed
+when connection was re-established, (as recorded in the permanent log file:
+/home/httpd/perl/logs/lonnet.perm.log).  If an e-mail is sent the message body 
+contains the same HTML as in the /lon-status/ page on each LON-CAPA server,  
+for which access is configured using the ``Display Detailed Report'' item
+in the domain configuration for ``Access to server status pages''; 
+\item \textbf{Alerts for users sharing the same student/employee ID} - a script is
 run every other night to check for use of the same student/employee ID by
 multiple users in your domain. In LON-CAPA, a username must be unique, 
 and it is also recommended that student/employee IDs are unique.
@@ -46,3 +50,55 @@
 recipients selected in your domain), and the same for an e-mail reporting a
 completed upgrade to a new LON-CAPA version. The default is to send both types of 
 e-mail to the developers.
+
+\textbf{Configuration of the ``Ask helpdesk'' web form}, and who receives help request
+e-mail is also done from the screen used to set contact information.   
+
+Helpdesk requests - clicking the Help link displayed at the right
+side of the inline navigation bar at the top of a LON-CAPA page (unless
+the Remote Control is active) will display a Help Menu which includes
+an {}``Ask helpdesk'' link. The ``Ask helpdesk'' link provides access to
+a web form which a user will complete and submit to request LON-CAPA support.
+The submission, which contains information about the user's browser,
+besides information provided by the user, will be sent as an e-mail.
+
+Help requests submitted via the helpdesk form by a domain's users
+can be handled differently from requests submitted by users from
+other domains. If a user is from another domain, that domain's
+settings for helpdesk e-mail recipient will apply.  However, in
+the case where a domain has not set that information, or the
+domain can not be contacted to retrieve it, then the fall-back is 
+to use the settings for helpdesk requests for other (unconfigured) 
+domains.  The following can be set for the two classes of user: 
+ 
+\begin{itemize}
+\item \textit{E-mail recipient(s)}
+Recipients can include the Admin e-mail address and/or the
+Support e-mail address, as well as other addresses.  In addition
+a Bcc address can be included. 
+\item \textit{Optional added text}
+A text string can automatically be added to each e-mail, 
+either prepended to the subject, or to the body of the message.
+
+\item \textit{Extra helpdesk form fields}
+The user's e-mail address, and the message subject and description are 
+always required fields in the web form. The following are additional
+fields which can be set to be one of: optional or not shown.
+\begin{itemize}
+\item Name
+\item Phone
+\item Username and domain
+\item Course Details
+\item Section
+\item Cc e-mail
+\item File upload
+\end{itemize}
+
+In the case of Name and Phone, the fields may also be set to required,
+and in the case of CC e-mail and File upload, those are only shown
+when the helpdesk web form is accessed by a user logged into LON-CAPA.
+If the File upload field is to be displayed, the allowed size of the
+upload can be specified (the default is 1.0 MB).
+
+\end{itemize}
+