Aplicação de HelpDesk baseada em PDAs, para apoio à manutenção do Parque Informático da Universidade de Aveiro

Abstract

This paper describes an application, based on Personal Digital Assistant (PDA), to support the technicians of the Computer and Communications Center of the University of Aveiro (CICUA) in the maintenance of the computers and other type of hardware in the University Campus. The application we developed allows the technicianto receive a Request for Technical Assistance (PAT) in anyplace of the University Campus that it is in the range of the Wireless network. The application allows the technicians to register their actions in an autonomous way in a mobile device (PDA), running PalmOS system. After each intervention the technicians can report the PAT with out having to comeback to the CICUA just to perform the report, reducing the time consumption in this activity. All the information inserted in the PDA is synchronized remotely by Wireless with a central data base, located in CICUA.