Web Help Desk
Encyclopedia
Web Help Desk is a web-based, help desk
software used for tracking support requests for enterprises and educational institutions. While primarily used by Information Technology
departments, the software is utilized in other support environments (Facilities Management, Human Resources
, etc.). The software is written and supported by MacsDesign Studio LLC, based in Fremont, CA.
, with license and annual maintenance fees based on the number of support representative seats.
only web application utilizing FileMaker Pro and Lasso and served using WebSTAR
. At its release, it was the only commercial web-based help desk product available for Mac OS 9
. Up to version 4.0, the application remained dependent upon Lasso as the programming language.
Version 4.0, released in January 2001, marked a new chapter in the development story with the transition to the PHP
scripting language and MySQL
as the database. Although the application was still available as a FileMaker Pro/Lasso solution, the option to run the application under open source projects on the newly available Mac OS X
10.0 provided the application with a unique niche in the fledging Mac OS X market.
In May 2001, Apple released WebObjects
5.0, freshly ported from Objective-C
to Java
, to the Mac OS X developer community. Web Help Desk development was moved completely over to WebObjects
, with version 5.0 released in September, 2001. WebObjects 5.0 was also available for Windows and Solaris -- this provided the first cross platform deployment opportunity for the Web Help Desk.
The Web Help Desk currently uses WebObjects 5.3 frameworks, and is typically run as a servlet in the Apache Tomcat
servlet container, but can also be deployed as a traditional WebObjects application on Mac OS X Server
.
The application uses several open source frameworks, including:
The Web Help Desk is notable as one of the earliest web-based help desk solutions, and as one of the only commercial software packages using WebObjects
as the development platform -- the same server side frameworks used by iTunes
and the Apple Online Store. The application is also notable as an example of how a small ISV
successfully transitioned a niche, Mac-only, application into a widely distributed cross-platform solution. It is the help desk software of choice for Apple Inc., and other major technology, manufacturing, and media corporations such as Lockheed Martin
, Sony Pictures Entertainment
, and Time Warner Cable
, as well as many major universities.
Help desk
A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and e-mail. There are also in-house help desks geared toward providing the same kind...
software used for tracking support requests for enterprises and educational institutions. While primarily used by Information Technology
Information technology
Information technology is the acquisition, processing, storage and dissemination of vocal, pictorial, textual and numerical information by a microelectronics-based combination of computing and telecommunications...
departments, the software is utilized in other support environments (Facilities Management, Human Resources
Human resources
Human resources is a term used to describe the individuals who make up the workforce of an organization, although it is also applied in labor economics to, for example, business sectors or even whole nations...
, etc.). The software is written and supported by MacsDesign Studio LLC, based in Fremont, CA.
License
Web Help Desk is proprietary softwareProprietary software
Proprietary software is computer software licensed under exclusive legal right of the copyright holder. The licensee is given the right to use the software under certain conditions, while restricted from other uses, such as modification, further distribution, or reverse engineering.Complementary...
, with license and annual maintenance fees based on the number of support representative seats.
Features
- Web-based interface
- Automatic ticket routing based on request type, location and department
- E-mail ticket creation or updates for end users and support staff
- Reporting module with automatic scheduling options
- LDAP or local database authentication
- Asset management including integration with Absolute Manage, Microsoft System Center Configuration Manager, JAMF Casper and Apple Remote DesktopApple Remote DesktopApple Remote Desktop is a Macintosh application produced by Apple Inc., first released on March 14, 2002, that replaced a similar product called Apple Network Assistant...
- FAQ knowledge base
- Inventory and parts tracking
- Written using Apple's WebObjectsWebObjectsWebObjects was a Java web application server from Apple Inc., and a web application framework that ran on the server. It was available at no additional cost. Its hallmark features were its object-orientation, database connectivity, and prototyping tools...
Java frameworks - Supports MySQLMySQLMySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My...
, Microsoft SQL ServerMicrosoft SQL ServerMicrosoft SQL Server is a relational database server, developed by Microsoft: It is a software product whose primary function is to store and retrieve data as requested by other software applications, be it those on the same computer or those running on another computer across a network...
, OracleOracle DatabaseThe Oracle Database is an object-relational database management system produced and marketed by Oracle Corporation....
, FrontBaseFrontBaseFrontBase is a relational database for Others Mac OS X, MS Windows, Unix to the SQL92 standard support.FrontBase is a robust commercial, scalable database server that can operate virtually maintenance free...
, PostgreSQLPostgreSQLPostgreSQL, often simply Postgres, is an object-relational database management system available for many platforms including Linux, FreeBSD, Solaris, MS Windows and Mac OS X. It is released under the PostgreSQL License, which is an MIT-style license, and is thus free and open source software...
and OpenBaseOpenBaseOpenBase SQL is a relational database server software, originally developed for the OpenStep platform. First released in 1991, OpenBase is available today for several platforms, although the bulk of its users are on Mac OS X...
as the RDBMS
History
Version 1.0 release was in 1999 as a MacintoshMacintosh
The Macintosh , or Mac, is a series of several lines of personal computers designed, developed, and marketed by Apple Inc. The first Macintosh was introduced by Apple's then-chairman Steve Jobs on January 24, 1984; it was the first commercially successful personal computer to feature a mouse and a...
only web application utilizing FileMaker Pro and Lasso and served using WebSTAR
Webstar
Webstar may refer to:* DJ Webstar* Kerio WebSTAR, an HTTP server for Classic Mac OS...
. At its release, it was the only commercial web-based help desk product available for Mac OS 9
Mac OS 9
Mac OS 9 is the final major release of Apple's Mac OS before the launch of Mac OS X. Introduced on October 23, 1999, Apple positioned it as "The Best Internet Operating System Ever," highlighting Sherlock 2's Internet search capabilities, integration with Apple's free online services known as...
. Up to version 4.0, the application remained dependent upon Lasso as the programming language.
Version 4.0, released in January 2001, marked a new chapter in the development story with the transition to the PHP
PHP
PHP is a general-purpose server-side scripting language originally designed for web development to produce dynamic web pages. For this purpose, PHP code is embedded into the HTML source document and interpreted by a web server with a PHP processor module, which generates the web page document...
scripting language and MySQL
MySQL
MySQL officially, but also commonly "My Sequel") is a relational database management system that runs as a server providing multi-user access to a number of databases. It is named after developer Michael Widenius' daughter, My...
as the database. Although the application was still available as a FileMaker Pro/Lasso solution, the option to run the application under open source projects on the newly available Mac OS X
Mac OS X
Mac OS X is a series of Unix-based operating systems and graphical user interfaces developed, marketed, and sold by Apple Inc. Since 2002, has been included with all new Macintosh computer systems...
10.0 provided the application with a unique niche in the fledging Mac OS X market.
In May 2001, Apple released WebObjects
WebObjects
WebObjects was a Java web application server from Apple Inc., and a web application framework that ran on the server. It was available at no additional cost. Its hallmark features were its object-orientation, database connectivity, and prototyping tools...
5.0, freshly ported from Objective-C
Objective-C
Objective-C is a reflective, object-oriented programming language that adds Smalltalk-style messaging to the C programming language.Today, it is used primarily on Apple's Mac OS X and iOS: two environments derived from the OpenStep standard, though not compliant with it...
to Java
Java (programming language)
Java is a programming language originally developed by James Gosling at Sun Microsystems and released in 1995 as a core component of Sun Microsystems' Java platform. The language derives much of its syntax from C and C++ but has a simpler object model and fewer low-level facilities...
, to the Mac OS X developer community. Web Help Desk development was moved completely over to WebObjects
WebObjects
WebObjects was a Java web application server from Apple Inc., and a web application framework that ran on the server. It was available at no additional cost. Its hallmark features were its object-orientation, database connectivity, and prototyping tools...
, with version 5.0 released in September, 2001. WebObjects 5.0 was also available for Windows and Solaris -- this provided the first cross platform deployment opportunity for the Web Help Desk.
The Web Help Desk currently uses WebObjects 5.3 frameworks, and is typically run as a servlet in the Apache Tomcat
Apache Tomcat
Apache Tomcat is an open source web server and servlet container developed by the Apache Software Foundation...
servlet container, but can also be deployed as a traditional WebObjects application on Mac OS X Server
Mac OS X Server
Mac OS X Server is a Unix server operating system from Apple Inc. The server edition of Mac OS X is architecturally identical to its desktop counterpart, except that it includes work group management and administration software tools...
.
The application uses several open source frameworks, including:
- Project Wonder - Java frameworks extending WebObjects
- Apache FOP - Java framework to render PDF
- Script.aculo.usScript.aculo.usscript.aculo.us is a JavaScript library built on the Prototype JavaScript Framework, providing dynamic visual effects and user interface elements via the Document Object Model ....
- Javascript framework for interactive effects - PrototypePrototype Javascript FrameworkThe Prototype JavaScript Framework is a JavaScript framework created by Sam Stephenson in February 2005 as part of the foundation for Ajax support in Ruby on Rails. It is implemented as a single file of JavaScript code, usually named prototype.js...
- Javascript framework for AJAXAjax- Mythology :* Ajax , son of Telamon, ruler of Salamis and a hero in the Trojan War, also known as "Ajax the Great"* Ajax the Lesser, son of Oileus, ruler of Locris and the leader of the Locrian contingent during the Trojan War.- People :...
The Web Help Desk is notable as one of the earliest web-based help desk solutions, and as one of the only commercial software packages using WebObjects
WebObjects
WebObjects was a Java web application server from Apple Inc., and a web application framework that ran on the server. It was available at no additional cost. Its hallmark features were its object-orientation, database connectivity, and prototyping tools...
as the development platform -- the same server side frameworks used by iTunes
ITunes
iTunes is a media player computer program, used for playing, downloading, and organizing digital music and video files on desktop computers. It can also manage contents on iPod, iPhone, iPod Touch and iPad....
and the Apple Online Store. The application is also notable as an example of how a small ISV
Independent software vendor
Independent software vendor is a business term for companies specializing in making or selling software, designed for mass marketing or for niche markets...
successfully transitioned a niche, Mac-only, application into a widely distributed cross-platform solution. It is the help desk software of choice for Apple Inc., and other major technology, manufacturing, and media corporations such as Lockheed Martin
Lockheed Martin
Lockheed Martin is an American global aerospace, defense, security, and advanced technology company with worldwide interests. It was formed by the merger of Lockheed Corporation with Martin Marietta in March 1995. It is headquartered in Bethesda, Maryland, in the Washington Metropolitan Area....
, Sony Pictures Entertainment
Sony Pictures Entertainment
Sony Pictures Entertainment, Inc. is the television and film production/distribution unit of Japanese multinational technology and media conglomerate Sony...
, and Time Warner Cable
Time Warner Cable
Time Warner Cable is an American cable television company that operates in 28 states and has 31 operating divisions...
, as well as many major universities.
See also
- Comparison of issue tracking systemsComparison of issue tracking systemsThis article is a comparison of issue tracking systems which are notable, including bug tracking systems, help desk and service desk issue tracking systems, and asset management systems...
- Comparison of help desk issue tracking softwareComparison of help desk issue tracking softwareThis article is a comparison of notable issue tracking systems used primarily for help desks and service desks rather than for bug tracking or project management.- External links :* * * * * *...
External links
- Web Help Desk - Official website
- MacsDesign Studio