MONDAY MORNING
- Introduction -- Randy Bush
- Explain our choice of FreeeBSD (stability, pwd, db, softupdates, scalable)
- Help Desk Intro - Hervey Allen
- Presentation in PowerPoint,
HTML
- Discuss scaling of these services implies scaling of support. More detailed
discussion comes on Friday.
Top level topics include:
- Why helpdesk is included
- Typical scenario for new/fledgling organizations
- Getting started
- Scalability
- Planning
- Resources
- Getting authority/adminstrativa
- Protecting yourself and your staff
- Acceptable Use Policies (AUPs)
- Creating your support organization
- Scheduling
- 'Proactive Steps
- Practical discussions to come
- OS Versions
- Modems
- CD-ROM creation
- And more....
- Overview of machine setup by Joel Jaeggli in HTML
- Security discussion - Joel Jaeggli
- Install and configure SSH in HTML
- Finish up having everyone create user accounts on their boxes
MONDAY AFTERNOON
- Discussion and Introduction to DNS - William Tevie
- Including topices like:
- cnames for virtual hosts
- mx records for virutual mailing lists
- Lab, including install and configuration of DNS
- Notes for DNS at AFNOG in HTML
- Introduction to Mail and SMTP - Philip Hazel
- Start with Internet Mail and SMTP overview, skipping general DNS stuff,
but including mail-specific DNS.
- Discuss some specific problems of large installations (big passwd files,
many mailboxes, etc) and mention some general solutions.
MONDAY EVENING - Optional sessions
- Topics in Unix - Joel Jaeggli
- Multiple topics are available here in HTML
TUESDAY MORNING and EVENING
- Continue Mail/SMTP Discussion with Exim by Philip Hazel
- Complete Exim presentation in PDF
(102K), postscript (112K)
- Exim practical examples in PDF, postscript
- Exim overview; how its processes interact
and the data files it uses. You can see the overview document here in HTML,
but it's better to go to http://www.exim.org
and check for the latest version.
- How Exim processes addresses to determine where to deliver, leading to
a walk through the default configuration file.
- A couple of examples of possible modifications to the configuration for
large installations.
- Overview of error handling. Brief coverage of address rewriting.
- Incoming address verification, control of relaying.
- How to build and install Exim (from the port, from scratch).
- Remainder of the day will be spent installing, playing etc.
- NOTE: Check http://www.ws.afnog.org
for future availability of Exim documents from this workshop.
TUESDAY EVENING - Optional sessions
- Additional DNS Discussion - William Tevie
- FreeBSD install demonstration - Joel Jaeggli
WEDNESDAY MORNING
- Squid discussion and overview - Joel Jaeggli
- Client Configuration for proxy services - Hervey Allen
- How to configure available in HTML
- What HTTP proxy looks like in IE and Netscape
- FTP and SSL Proxy services
- autconf from Netscape
- wpad and IE discussion in HTML
- wpad expired rfc in HTML
WEDNESDAY AFTERNOON
- Apache -Uncompile & build apache config with SSL. Demonstrate this runs
as two servers on ports 80 and 443
- Virtual Hosts
- cname and mx records and how they apply here
- Suexec for larger sites -
- Impoves log monitoring
- Reduces world-writable files
WEDNESDAY EVENING - Optional sessions
- Detailed discussion of Apache with SSL and install
THURSDAY MORNING
- Mailing Lists overview - Lucy Lynch
- Introductory document in HTML
- Sendmail hacks - don't scale
- Address books - don't scale
- Mailing lists agenda in HTML - Leads
to detailed documents
- Mention of mailing list packages
- Majordomo and Perl Based Administration (Heart of session)
THURSDAY AFTERNOON
- Getting Lists up in HTML
- Want manual intervention
- Who monitors the list?
- How much time does this take
- What are the tasks involved
- Day-to-day utilities
- List owner list
- Unique a list, etc...
- Virtual Lists
- Why you need mx records
- Sendmail additions
- Virtual usertables and maps
- How to reconfigure scripts for multiple installations
- What needs to be done differently if using exim vs. sendmail in HTML
- Other Tools in HTML
- Majorcool - Why and why not to use these
- Need procmail to automate this
- How to add to crontab
- Use of .htaccess
- See the mailing lists directory for many useful
tools
- Introduction to Radius - Alain Aina
FRIDAY MORNING
- Radius Continued - Overview in HTML
- How to setup in HTML
FRIDAY AFTERNOON
- Configure for roaming in HTML
- Design RADIUS to scale in HTML
- Discussion of RADIUS and tracking usage with MySQL database - Eric Stevance
- Help Desk discussion expanded - Hervey Allen
- An overview of all the Help Desk documents available in HTML
- See a long, detailed discussion in HTML
- A detailed index of the discussion in HTML
- Design tools to scale
- Make yourself efficient - How to do this...
- Document, document, document
- Create installers
- Website with information
- CD-ROM creation in HTML
- Quick fixes = lots of time later
- Be fexible
- Direction of support
- Line up your ducks... I.E. get your bosses on board with what you
are doing
- Customer Relations
- Protecting yourself and staff
- Set hours
- Back up your staff
- State polices in written form
- Creating second line of defense
- Acceptable Use Policies
- Creation of your support organization
- Talent - What's the draw?
- Space
- Phones and hold queues
- Voice mail, voice messages (no), Phone tree
- CD-ROM Creation and Installer Creation
- Using the web
- Email responses (time sink, but worth it)
- What goes in the "From:" field
- Automated replies
- Database of replies
- Searchable index of email responses (Mhonarc)
- Help Desk tracking systems - Are they worth it?
- Should you build one? Customized solutions
- Using other tools
- ICQ (watch out for security problems)
- Netmeeting
- Remote control software (VNC)
- Scheduling - Exponentially harder as your organization grows
- A blank Excel spreadsheet, and
a filled-in Excel spreadsheet
- Proactive steps
- User training - free and fee-based
- Push your Documentation
- Push your Website
- Train your staff
- Train them some more
- Set aside staff time for longer term projects
- Stay up-to-date with what you support
- Some practical bits
- Windows versions and what they mean
- Winmodems - ugh!
- Windws NT and Windows 2000
- Making your Website visible in HTML
May 2 , 2000