University of Washington QnA - A Help Mail Tracking System

Table of Contents

University of Washington QnA - A Help Mail Tracking System

Case Study Agenda

Overview of UW Client Services

Why QnA?

Question routing

Initial router handling

Question volume

What is UW QnA?

System Hardware

Email server

Web Server

Support Utilities

What does UW QnA do, and how well?

Receives incoming Q’s, auto-responds with tracking number

Responds to commands embedded in email

Coordinates email flow

Automatically produces warnings and cleans up after itself

What problems are encountered in everyday use?

Safeguards

Security features & Risks

What will QnA be when it grows up?

In Closing...

Email: dittrich@cac.washington.edu

Home Page: http://staff.washington.edu/dittrich/

Other information:
This talk was presented at the SANS '97 conference panel discussion on Problem Tracking Systems.