esup-helpdesk




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All the administration procedures are executed by launching ant tasks declared in the ant file build.xml, for instance:

ant update-index

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

ant init-data

Upgrading the database

ant upgrade

Starting|stopping|restarting the application

ant start|stop|restart

Updating the index

ant update-index

Rebuilding the index

ant rebuild-index

Unlocking the index

ant unlock-index

Archiving closed tickets

ant archive-tickets

Expiring non approved tickets

ant expire-tickets

Recalling postponed tickets

ant recall-tickets

Sending daily reports

ant send-reports

Feeding the helpdesk

ant feed

Starting/stopping portlets

Starting/stopping esup-helpdesk when the application is deployed as a portlet should not be done with the start/stop tasks. In this case, start/stop your portal, or better just the esup-helpdesk context.

Setting up administration scripts

This part shows how to set up administration scripts and launch asynchronous tasks for a quick-start deployment. These procedures must adapted for the other deployment modes (portlet et servlet).

On a Unix system

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

[root@server helpdesk]# ls -al
total 96
-rwxr-xr-x  1 root root    78 2008-06-16 12:37 env.sh             (current version)
drwxr-xr-x  2 root root 69632 2008-05-21 12:22 files              (attached files)
-rwxr-xr-x  1 root root   567 2008-03-28 10:16 helpdesk-cron.sh   (asynchrnous tasks script)
-rwxr-xr-x  1 root root   292 2008-03-28 10:16 helpdesk.sh        (synchrnous tasks script)
drwxr-xr-x  2 root root  4096 2008-06-18 11:50 index              (index data)
drwxr-xr-x  2 root root  4096 2008-06-17 06:08 log                (logs)
drwxr-xr-x 19 root root  4096 2008-06-16 12:38 src                (distribution files)

Administration scripts

The file env.sh contains the current version:

#/bin/bash
. /etc/profile.d/java.sh
export ESUP_HELPDESK_VERSION=3.12.3

The script helpdesk.sh is used to run synchrnous tasks (start, stop, deploy, ...): 

#!/bin/bash
. /usr/local/helpdesk/env.sh
echo Esup-Portail Helpdesk $ESUP_HELPDESK_VERSION, running ant task $1
pushd /usr/local/helpdesk/src/esup-helpdesk-quick-start-$ESUP_HELPDESK_VERSION > /dev/null
# to prevent from Sun AWT bug when generating charts
unset DISPLAY
ant $1
popd > /dev/null

The script helpdesk can be installed in the folder /etc/init.d for the application to automatically start when the server boots:

#!/bin/bash
#
# helpdesk     Startup script for ESUP-Portail helpdesk
#
# chkconfig: - 99 01
# description: esup-helpdesk is the helpdesk application \
#               provided by consortium ESUP-Portail.

# Source function library.
. /etc/rc.d/init.d/functions

prog=/usr/local/helpdesk/helpdesk.sh

start() {
        echo -n $"Starting $prog: "
        $prog start &
}
stop() {
        echo -n $"Stopping $prog: "
        $prog stop
}
status() {
        echo `ps aux | grep java | grep -v grep | wc -l` Java processes found.
}

# See how we were called.
case "$1" in
  start)
        start
        ;;
  stop)
        stop
        ;;
  status)
        status
        ;;
  restart)
        stop
        start
        ;;
  *)
        echo $"Usage: $prog {start|stop|restart|status}"
        exit 1
esac

Le redémarrage de l'application pourra ainsi se faire en appelant :

/etc/init.d/helpdesk restart

Démarrage automatique de l'application au boot

Pour faire en sorte que l'application démarre automatiquement au boot du serveur, utiliser le programme chkconfig.

Asynchronous tasks

Calling asynchronous tasks is needed for:

  • updating the index
  • expiring and archiving tickets
  • recalling tickets
  • sending daily reports

The script helpdesk-cron.sh is used to call asynchronous tasks (update-index, archive-tickets, recall-tickets, ...): 

#!/bin/bash
. /usr/local/helpdesk/env.sh
[ -z "$1" ] && { exit 1; }
export LOG_FILE=/usr/local/helpdesk/log/$1.log
echo ----------------------------------------------- >> $LOG_FILE
date >> $LOG_FILE
echo Esup-Portail Helpdesk $ESUP_HELPDESK_VERSION, running ant task $1 >> $LOG_FILE
pushd /usr/local/helpdesk/src/esup-helpdesk-quick-start-$ESUP_HELPDESK_VERSION > /dev/null
ant $1 >> $LOG_FILE
popd > /dev/null

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 * * * * root /usr/local/helpdesk/helpdesk-cron.sh update-index
01 * * * * root /usr/local/helpdesk/helpdesk-cron.sh expire-tickets
03 * * * * root /usr/local/helpdesk/helpdesk-cron.sh archive-tickets
05 * * * * root /usr/local/helpdesk/helpdesk-cron.sh send-reports
01 0 * * * root /usr/local/helpdesk/helpdesk-cron.sh recall-tickets

On a Windows system

TODO Any Windows deployer?


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