esup-helpdesk




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Sommaire

All the administration procedures are executed by launching helpdesk-batch-xxx.jarl.

Administration scripts are however needed to call asynchrnous tasks:

  • upgrading the index

  • expiring and archiving tickets

  • recalling postponed tickets

  • feeding the helpdesk from misc sources

Main administration tasks

Initializing the database

init-data

Upgrade the databaseupgrade-data

Updating the index

update-index

Rebuilding the index

rebuild-index

Unlocking the index

unlock-index

Archiving closed tickets

archive-tickets

Unlock closed tickets

unlock-archive-tickets

Expiring non approved tickets with sending alert.

expire-tickets

Expiring non approved tickets without sending alert.

expire-tickets-no-email

Unlock expire tickets

unlock-expire-tickets

Recalling postponed tickets

recall-tickets

Unlock postponed tickets

unlock-recall-tickets

Test the user info

test-user-info

Feeding the helpdesk

feed

Sending tickets reports

send-ticket-reports

Sending FAQ updates reports

send-faq-reports

Test the search engine

test-search

Test the tickets info

test-consistency

Delete all the tickets

delete-all-tickets

Setting up administration scripts

This part shows how to set up administration scripts and launch asynchronous tasks for a servlet deployment.

On a Unix system

We presume here that the batch project base is /usr/local/helpdesk/helpdesk-batch.

Asynchronous tasks

Calling asynchronous tasks is needed for:

  • updating the index

  • expiring and archiving tickets

  • recalling tickets

  • sending daily reports

The runnable jar file helpdesk-batch-xxx.jar which contains manifest file is used to run asynchronous tasks (update-index, archive-tickets, recall-tickets, ...).

Launch this jar with a program argument representing task to execute and with a VM argument pointing to an external configuration file.

Asynchrnous tasks are called periodically thanks to the following lines in the file /etc/crontab:

 

00,05,10,15,20,25,30,35,40,45,50,55 * * * *rootjava -Dconfig.location=/myRepository/remoteConfigForHelpdesk/config.properties /usr/local/helpdesk/helpdesk-batch-xxx.jar update-index

01 * * * * root java -Dconfig.location=/myRepository/remoteConfigForHelpdesk/config.properties /usr/local/helpdesk/helpdesk-batch-xxx.jar expire-tickets

03 * * * * root java -Dconfig.location=/myRepository/remoteConfigForHelpdesk/config.properties /usr/local/helpdesk/helpdesk-batch-xxx.jar archive-tickets

05 * * * * root java -Dconfig.location=/myRepository/remoteConfigForHelpdesk/config.properties /usr/local/helpdesk/helpdesk-batch-xxx.jar send-ticket-reports

00 0 * * * root java -Dconfig.location=/myRepository/remoteConfigForHelpdesk/config.properties /usr/local/helpdesk/helpdesk-batch-xxx.jar send-faq-reports

01 0 * * * root java -Dconfig.location=/myRepository/remoteConfigForHelpdesk/config.properties /usr/local/helpdesk/helpdesk-batch-xxx.ja recall-tickets