A Helpdesk-System for the Processing of Students' Requests in a Distance Learning Environment

摘要

This paper contains the basic principles, special concept and implementation of a helpdesk-system for the management of an Internet-based course Master of Business Informatics (MBI) of the Virtual Global University (VGU). A short presentation of the MBI/VGU scenario motivates the usage of the helpdesk-systems for a processing of the requests of worldwide distributed students by teachers that are located in Central Europe. The basic principles of the helpdesk and scenario related specific features form the basis for the special concept of the helpdesk-system SMILE (Support system for the Management of Internet-based Learning and Education), whose presentation is a core of this paper.