Project 392: Live Chat Service

This page is the 'project homepage' for CompProj:392.

The established requirement is that we'd like some way to bridge

1. a "live chat" service, accessible from computing.help or similar user-facing web pages:
2. our established issue tracking / ticketing system, RT
3. our established chat service, using XMPP

The idea is that this would be used by users of informatics services to interact with CSOs and COs alike, providing another avenue to access computing support.

Phase 1a: Frontline Support Consultation

We need to establish a sensible workflow for frontline support. I'd like to hear their concerns as it might influence technical selections.

Phase 1b: Technical Options

In parallel with the above I am investigating technical options as this will inform what sort of workflows are possible.

The outcome of phase 1 will be a report with recommendations for implementation. Prototype / mockup implementation(s) might be available if easy to achieve.

-- GrahamDutton