Software to manage Problem with Ticketing

Dari milis informatika-ITS 

salam semua..
adakah yg bisa bantu sharing pengalaman soal software helpdesk management yg bagus yg biasa dipake corporate,
boleh yg license ato open source, ato klo ada yg menawarkan productnya bisa nanti di japri ke saya,
lagi cari2 ini utk keperluan membantu maintain komplain2 dari customer,
terima kasih..

Jawapos, Konversi Koran ke PDF

Jawapos, koran harian nasional dari Surabaya, telah meluncurkan website koran edisi PDF. Konsep ini merupakan ide dan inovasi yang pertama di dunia, mempublish hard paper(koran kertas) ke softpaper (PDF) dan ditayangkan di website. Ini sungguh terobosan yang bagus dan patut diikuti oleh media massa nasional.

Untuk dapat melihat koran versi PDF coba anda klik di link ini ,http://versipdf.jawapos.co.id/ , disediakan halaman - halaman sesuai dengan koran edisi kertas. Sungguh pemikiran yang brilliant.  Sehingga bagi orang yang tidak sempat beli atau langganan koran Jawapos masih bisa membaca dan menikmati berita seperti kita beli koran berupa kertas.

Secara programming, program ini menggunakan PHP dan sebuah database. Dan hanya menggunakan simple javascript berikut adalah potongan program load gambar dan file PDF:

function loadGbrJP(nGbr,encVar){
	document.images.imgjp.src="jpimg/hal-"+nGbr+".jpg";
	document.getElementById('linkJP').href="index.php?detail=jp_det&file_det="+encVar;
}
function loadGbrOR(nGbr,encVar){
	document.images.imgor.src="orimg/hal-"+nGbr+".jpg";
	document.getElementById('linkOR').href="index.php?detail=or_det&file_det="+encVar;
}
function loadGbrMT(nGbr,encVar){
	document.images.imgmt.src="mtimg/hal-"+nGbr+".jpg";
	document.getElementById('linkMT').href="index.php?detail=mt_det&file_det="+encVar;
}

Sedangkan untuk eksekusinya setiap halaman dengan menggunakan :

onclick=loadGbrJP(1,’00241260′)

onclick=loadGbrOR(1,’00241260′)

onclick=loadGbrMT(1,’00241260′)

Sehingga di dalam file index.php disediakan sebuah operasi select ke database, untuk bisa mendapatkan file binary atau path yang disimpan.

Rugi dong jawapos, pelanggannya pada lari ke warnet jadinya

Tapi sistem ini masih mempunyai kelemahan yang mendasar, berikut beberapa usul membangun dari saya :

1. History berita, baik di versi PDF maupun web portal, jawapos masih belom menyediakan histore back date. sehingga berita cuma pada hari itu saja, ini menimbulkan kesan “pelit” sharing. Tapi secara bisnis mungkin beda lagi.
2. Navigasi kurang menarik, sehingga user kurang leluasa.
3. Resolusi dpi PDF kadang2 kurang baik (terlalu kecil), sehingga tulisan maupun gambar kurang jelas.

SAP - PHP Connection

We know SAP, the great enterprise resource planning in the world. But very expensive budget to create and implement this software. But based on real case in some company, we have limitation in SAP, such as :

1. SAP always charge based on user name license, whereas we know employee of company always grow and increase.
2. If SAP implement in company that have some branches, it can be spent more budget. Because communication cost must be spent every month.
3. Develop new business and new reports and others.

So we can analyst about cost :

1. user license, we can reduce in this case, user license only for key processing but entry data or reporting we can user the simple application. Approximately we can reduce between 50 - 60%.
2. Cost of communications data transfer, we must subscribe private connection (VSAT/Frame Relay/MPLS) and spent budget to create connection to communicate between head office and branch. We can user GRPS or internet monthly.
3. Consultant service is very expensive to develop new business process/reporting, We must analyst about current and future business process, so we can plan how many spent time and cost to develop it, and if we need from outsourcing, we can analyst about our requirement.
4. SAP complete package not always suitable with our requirement, We must understand about some feature and package, so we can choose the correct features.

Actually SAP have provided some component and library to create connection to other programming. Such as SAP dot NET (SAP NET Connector) , SAP and Java (SAP Java Connector).

But currently, Eduard Koucky created SAP Remote Function Call (SAPRFC) to call SAP function from PHP command.This library have been published in http://saprfc.sourceforge.net, you can develop SAP tools using PHP.

Installationon Windows :

- PHP running well on Apache or IIS.

- Install SAP GUI / SAP Client software (SAP GUI 6.20)
- Download API & class from http://saprfc.sourceforge.net . Extract with new directory saprfc, example : http://localhost/saprfc.

- Take file php_saprfc.dll as modul extension ( C:\\php\ext ) and add on php.ini (extension=php_saprfc.dll).

- Copy file librfc32.dll from CD installer SAP GUI to system C:\\Windows\system32.

- Restart Web Server and cek your phpinfo.

Installation on Linux

- Install Apache and PHP

- Install php_devel

- Install GNU Tools (autoconf, automake, flex, libtool, gcc, m4, make)

- Install compat-libgcc , compat-libstdc++……

- We need SAPSDK taken from CD SAP on directory Linux/Unix and found file RFC.SAR dan SAPCAR. SAPCAR is decompress file from RFC.SAR. To extract please type ./SAPCAR -xvf RFC.CAR.

- Take extract result to directory /usr/sap/rfcsdk or other alternatif on /usr/local/rfcsdk or /opt/rfcsdk based on your want to.

- Download saprfc-..tar.gz, and extract it

$ gunzip -c saprfc-$VERSION$.tar.gz | tax xf -
$ cd saprfc-$VERSION$
$ phpize
$ ./configure
$ make
$ make install

- Restart Apache and check phpinfo

(phpug.or.id)

Create RSS Feed on your Website

Very simple to create RSS feed. You just add header of XML file on your page header, and select from table and loop your data into xml format.

<?php
require_once(”dbconnection.php”);
$query = “select address, cat, desc, title from `category` limit 15″;
$result = mysql_query($query, $link);

while ($line = mysql_fetch_assoc($result))
{
$return[] = $line;
}

$now = date(”D, d M Y H:i:s T”);

$output = “<?xml version=\”1.0\”?>
<rss version=\”2.0\”
xmlns:content=\”http://purl.org/rss/1.0/modules/content/\”
xmlns:wfw=\”http://wellformedweb.org/CommentAPI/\”
xmlnsc=\”http://purl.org/dc/elements/1.1/\”
>
<channel>
<title>Judul RSS FEED</title>
<link>http://domain.com/feed.php</link>
<description>Deskripsi RSS</description>
<language>en-us</language>
<pubDate>$now</pubDate>
<lastBuildDate>$now</lastBuildDate>
<docs>http://domain.com</docs>
<managingEditor>mail@mail.co.id</managingEditor>
<webMaster>mail@mail.com</webMaster>
“;

foreach ($return as $line)
{
$output .= “<item><title>”.htmlentities($line[’title’]).”</title>
<link>”.htmlentities($line[’address’]).”</link>

<description>”.htmlentities(strip_tags($line[’desc’])).”</description>
</item>”;
}
$output .= “</channel></rss>”;
header(”Content-Type: application/rss+xml”);
echo $output;
?>

XAMPP 1.6.5 for windows

Berikut feature yang sudah dimasukkan ke dalam paket XAMPP versi 1.6.5 terbaru untuk windows.

• Apache HTTPD 2.2.6 + Openssl 0.9.8g
• MySQL 5.0.51
• PHP 5.2.5
• PHP 4.4.7
• phpMyAdmin 2.11.3
• FileZilla FTP Server 0.9.24
• Mercury Mail Transport System 4.52

Untuk lebih lengkap coba anda kunjungi : http://www.apachefriends.org/en/xampp-windows.html#641