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Common Task ( Enabling Remote Webmail Access )

Submitted by deepak on Fri, 2007-10-19 16:28

Information Required from Client :
1. Username
2. IntranetID
3. Email Address

Procedure for completion of task:

Create a Ticket for the task and open the ticket.

Step 1: Login to the server on which webmail is running.
Step 2: check if the user already exists in the list. run the following command

# grep -i <IntranetID> /etc/merce/dbusers/sqmailusers

Step 3: If the User exists verify with the client if it is not working.
Step 4: If the user exists and and client says it is not working then follow the trouble shooting steps.
Step 5: If the User does not Exists follow the following steps to complete this task.
Step 6: Note the permissions of the file /etc/merce/dbusers/sqmailusers by running the following command.

# ls -l /etc/merce/dbusers/sqmailusers.

-rw-r--r-- 1 root root 1005 Oct 17 11:11 sqmailusers

Step 7: take a RCS backup using

# ci -l /etc/merce/dbusers/sqmailusers

Please enter a proper comment while taking backup
It should contain the date and time of modification and reason for modification and name of person modifying.
Step 8: Open the file in vi and add the <IntranetID> in the end of the list.

# vi /etc/merce/dbusers/sqmailusers

Step 9: Save the file and exit vi
Use :x to save and exit.
Step 10: Check the permission and ownership of the file it should be same as noted in Step 6.
Step 11: Call the cleint to verify if the task was sucessfull.
Step 12: If the client confirms the task was sucessfull Send an email with the below given template.
If the ciient denies that the task was unsucessfull follow the troubleshooting steps.
Step 13: After Sending Email set the ticket for waiting for response.
Step 14: After confirmation from client over email that the task has been done close the ticket.

Template of mail for Task Starting.

From : Support@Starcomsoftware.com
TO: <Client>
CC: <Client Support Address> @starcomsoftware.com
Subject: TASK# <Ticket No> Remote Webmail Access Enabling for <UserID>, Opened
Dear <Client>,

Thanks for contacting us, Remote Webmail access for User with the following details will be enabled in < expected time >

Username: <Username>
IntranetID: <IntranetID>
Email Address: < Email Address>

We will notify you after the completion of the task.

Regards,

Support Team,
Starcom Software Pvt. Ltd.

Template of mail for Task completion

From : Support@Starcomsoftware.com
TO: <Client>
CC: <Client Support Address> @starcomsoftware.com
Subject: TASK# <Ticket No> Remote Webmail Access Enabling for <UserID> , Done
Dear <Client>,

Remote Webmail access for User with the following details has been enabled.

Username: <Username>
IntranetID: <IntranetID>
Email Address: < Email Address>

Requesting you to please confirm if the task has been completed.

Regards,

Support Team,
Starcom Software Pvt. Ltd.

Template of mail for Task closure

From : Support@Starcomsoftware.com
TO: <Client>
CC: <Client Support Address> @starcomsoftware.com
Subject: TASK# <Ticket No> Remote Webmail Access Enabling for <UserID> , Closed
Dear <Client>,

Ticket for Enabling Remote Webmail access for User with the following details has been closed after confirmation from you.

Username: <Username>
IntranetID: <IntranetID>
Email Address: < Email Address>

Thanks for contacting us.

Regards,

Support Team,
Starcom Software Pvt. Ltd.

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observations

Submitted by saurabh on Mon, 2007-10-22 11:03.

Deepak, my observations:

  1. As Shuvam mentioned that the steps should be in ol tag.
  2. Create a ticket should be Step no. 1
  3. Step 2 should be patching the template and sending it to client. This idea of having 3 templates is pretty good. But the first one should start with :
      Dear , 
  As you have informed us over the telephone, remote access is needed for user .

    and then you can go on to "Thanks for contacting us..."

  4. Before the Merce PSG guy looks into sqmail users he should double check the intranet id provided by the customer. This can be done by inspecting /opt/merce/adm/passwd/allusers.db. He can execute the following command
    # strings /opt/merce/adm/passwd/allusers.db | grep '^testuser$' where testuser is the intranet id for which remote access is to be activated.
  5. The Merce PSG person should see one line contraining this intranet id.
  6. If the intranet id does not exist, then there are 2 possibilities:
    1. the intranet id does not exist.
    2. the client gave the wrong intranet id. i.e. he said 'enable remote access for vaishali'. But the intranet id of vaishali is vgopal.
  7. In either case contact the client and double check with him.
  8. If the intranet id exists then he can go on to the next step of checking if that id exists in /etc/merce/dbusers/sqmailusers.
  9. Step 7 tells the Merce PSG person to do a check in. But from where? He should
    1. # cd /etc/merce/dbusers
    2. Check for the existence of RCS directory.
      # ls -l RCS
    3. If it does not exist create it
      # mkdir RCS
    4. Now do a check in
      # ci -l /etc/merce/dbusers/sqmailusers
  10. The comment for check in should be pointed explicitly by giving an example. You can have
    Before adding vaishali for remote access
- Deepak, 2007-10-10 1355 hrs.
  11. I don't see any need for telling the guy to do ':x'. That level of detailing is not necessary. Otherwise you will have to tell the guy how to get into insert mode and all.
»

Formatting suggestions

Submitted by shuvam on Fri, 2007-10-19 17:55.

For all these AP pages, you should follow the following rules for formatting:

  • Create section headers using <H3> tags.
  • Discard the "Information needed section" and put it in the main AP
  • Use <ol> ... </ol> lists for the steps in the AP. And the second step should be a bulleted sub-list which collects the information needed. (The first step will of course be "Create a ticket.")
  • Don't manually put the whitespace indentation at the start of each line the way you have done. Just ignore the urge to do WYSIWYG beautification, and write clean HTML. (See the source of this comment or other Drupal pages I have created for examples.)

And in the signature of mails sent, the phrase Support Team should be replaced with "Merce Support Group". And drop the last line with "Starcom Software Pvt Ltd". The company name will be visible in the "Merce Support Group" itself. (We're changing the company name to "Merce" as you know.)

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