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
- Free
- Web based
- Platform independent
- Multiple projects
- Emailing
- Simple Search
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).
- Major - Indicates a very large change in the core functionality.
- Minor - Significant amount of feature addition/modification.
- Maintenance - Mostly bug fixes or minor features
- Patch - Emergency bug fixes
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