System Architecture

All data are saved to a common database (1). The system uses MS SQL Server or the Express edition (formerly MSDE) as the database system.
The ALVAO WebApp (2) is 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.
The Service Desk solvers and operators can also use the Console (3), a Win32 application. The Console data can be further processed in the standard MS Office applications: MS Excel and MS Word.
The system administration is performed inside the Admin.exe module (4). 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.
The MailboxReader server component (5) 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 Web Service).
The Web Service (6) is used to send automatic notifications to requesters and to the members of the solving team.

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