SupportView

What is it?

SupportView is a web-based system that provides tools to facilitate Help Desk activities.   It is in active development and is considered beta.

SupportView uses Java, JSP, MySQL, and Tomcat and provides facilities for managing Support Tickets, Customer, Automated Notifications, and Statistical Reporting. Any web browser should be able to function as a client. It is released under the terms of the GNU General Public License (GPL).

SupportView is free to use and modify. It is free to redistribute as long as you abide by the distribution terms of the GPL.

History

I was originally assigned to create a Help Desk system to manage support cases for Viewlocity Inc.  Viewlocity is the global leading provider of visibility, event management, and optimization software for the adaptive supply chain.  We searched for good, free packages that met our own business requirements.  However, after coming up with no such packages, we wrote our own.

We decided to make it available to the public not only as a means of  sharing good software but assisting us with enhancing the SupportView product to provide quality features to facilitate and streamline Help Desk activities.

Vijay Kasarabada and Geetha Vidyaprakash have added  Case Metric, Escalated Notifications  and Administration features to further enhance the ability to monitor and administer SupportView. 

About me

I have a Bachelor of Science in Computer Science from University of Texas at Dallas.   I intend to obtain a Masters degree in Business Administration in the near future.

I have been with Viewlocity for more than 3 years working as a Support Consultant, Software Developer, Project Manager, Quality Assurance and Configuration Manager.   I have a strong desire for creating mechanism and procedures for ensuring  code and product quality, traceability and standard check-in procedures along with enhancing the ability to track and resolve customer support requests.

Requirements

Coming Soon

Features and Benefits

Upcoming Features

Coming Soon

Goals

The goals for this project are to produce and maintain a simple, lightweight Help Desk system. Additions of complexity/features are modular so that users can be shielded from unwanted clutter. Thus, much of the package has a simple version of a feature along with a more fully developed version.

In the 'core' package the goal is to have the most important, most used, most time saving portions of a Help Desk system. The product is designed to be easily modifiable, customizable, and upgradeable. Anyone with intermediate JSP and MySQL experience should be able to customize Help Desk to suit their needs.

Guidelines

Coming Soon  

Versioning

The release numbering convention is major.minor.maintenance.patch (eg. 1.2.3.4).

Currently, SourceView is considered beta software. Version 1.0.0.0 will be used when we consider Help Desk to be production quality. This means it should be feature full and stable enough for full production use.  

Support 

Use Bug Tracking System, Tech Support Tracking System, Patch Tracking System, Feature Request Tracking System and Forum provided by SourceForge to submit issues, requests, comments, feedback and etc. 

The Home Page will updated soon with more information and useful links/documentation.  If you're interested to help with development, please contact me at ymikhalevsky@users.sourceforge.net  

Yulia Mikhalevsky
SupportView Administrator