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System Architecture

System Architecture
  1. Database - all data are saved to a common database. The system uses MS SQL Server or the Express edition (formerly MSDE) as the database system.
  2. ALVAO WebApp (WA, WebApp) - a web-based interface which is used by requesters, operators, and solvers. The WebApp is implemented on the MS IIS/ASP.NET platform. Any Internet browser can be used to access the WebApp, e.g. MSIE, Mozilla Firefox, Opera etc. Also, any e-mail client can be used to receive information messages.
  3. Service Desk Console (SD Console) - Service Desk solvers and operators can also use the console, a Win32 application. The Console data can be further processed in the standard MS Office applications: MS Excel and MS Word.
  4. ALVAO Admin - the system administration is performed inside the Admin.exe module. The User List can be loaded from Active Directory. The system uses any SMTP Server to send automatic e-mail messages to requesters and solvers.
  5. Mailbor Reader - the MailboxReader server component handles automatic loading of requests and any follow-up e-mail communication to the Service Desk system. The e-mail messages are loaded using IMAP, WebDAV (Exchange), or EWS (Exchange WebService).
  6. Service Desk WebService - the WebService is used to send automatic notifications to requesters and to the members of the solving team.

 

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