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• Help Desk Database Design

  - by user237244

  The company I work at has very specific and unique needs for a help desk system, so none of the open source systems will work for us. That being the case, I created a custom system using PHP and MySQL. It's far from perfect, but it's infinitely better than the last system they were using; trust me! It meets most of our needs quite nicely, but I have a question about the way I have the database set up. Here are the main tables: ClosedTickets ClosedTicketSolutions Locations OpenTickets OpenTicketSolutions Statuses Technicians When a user submits a help request, it goes in the "OpenTickets" table. As the technicians work on the problem, they submit entries with a description of what they've done. These entries go in the "OpenTicketSolutions" table. When the problem has been resolved, the last technician to work on the problem closes the ticket and it gets moved to the "ClosedTickets" table. All of the solution entries get moved to the "ClosedTicketSolutions" table as well. The other tables (Locations, Statuses, and Technicians) exist as a means of normalization (each location, status, and technician has an ID which is referenced). The problem I'm having now is this: When I want to view a list of all the open tickets, the SQL statement is somewhat complicated because I have to left join the "Locations", "Statuses", and "Technicians" tables. Fields from various tables need to be searchable as well. Check out how complicated the SQL statement is to search closed tickets for tickets submitted by anybody with a first name containing "John": SELECT ClosedTickets.*, date_format(ClosedTickets.EntryDate, '%c/%e/%y %l:%i %p') AS Formatted_Date, date_format(ClosedDate, '%c/%e/%y %l:%i %p') AS Formatted_ClosedDate, Concat(Technicians.LastName, ', ', Technicians.FirstName) AS TechFullName, Locations.LocationName, date_format(ClosedTicketSolutions.EntryDate, '%c/%e/%y') AS Formatted_Solution_EntryDate, ClosedTicketSolutions.HoursSpent AS SolutionHoursSpent, ClosedTicketSolutions.Tech_ID AS SolutionTech_ID, ClosedTicketSolutions.EntryText FROM ClosedTickets LEFT JOIN Technicians ON ClosedTickets.Tech_ID = Technicians.Tech_ID LEFT JOIN Locations ON ClosedTickets.Location_ID = Locations.Location_ID LEFT JOIN ClosedTicketSolutions ON ClosedTickets.TicketNum = ClosedTicketSolutions.TicketNum WHERE (ClosedTickets.FirstName LIKE '%John%') ORDER BY ClosedDate Desc, ClosedTicketSolutions.EntryDate, ClosedTicketSolutions.Entry_ID One thing that I'm not able to do right now is search both open and closed tickets at the same time. I don't think a union would work in my case. So I'm wondering if I should store the open and closed tickets in the same table and just have a field indicating whether or not the ticket is closed. The only problem I can forsee is that we have so many closed tickets already (nearly 30,000) so the whole system might perform slowly. Would it be a bad idea to combine the open and closed tickets?

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• Need Tech Support? Call the Star Wars Help Desk! [Video Classic]

  - by Asian Angel

  Having problems with the Tractor Beam? Did a weapons malfunction bring your computer system down? Is the Replicator making your Earl Grey Tea taste odd? Wait…what??!! Just call the Star Wars Help Desk to get the personalized help you need. Star Wars Help Desk [YouTube] Latest Features How-To Geek ETC How to Enable User-Specific Wireless Networks in Windows 7 How to Use Google Chrome as Your Default PDF Reader (the Easy Way) How To Remove People and Objects From Photographs In Photoshop Ask How-To Geek: How Can I Monitor My Bandwidth Usage? Internet Explorer 9 RC Now Available: Here’s the Most Interesting New Stuff Here’s a Super Simple Trick to Defeating Fake Anti-Virus Malware Comix is an Awesome Comics Archive Viewer for Linux Get the MakeUseOf eBook Guide to Speeding Up Windows for Free Need Tech Support? Call the Star Wars Help Desk! [Video Classic] Reclaim Vertical UI Space by Adding a Toolbar to the Left or Right Side of Firefox Androidify Turns You into an Android-style Avatar Reader for Android Updates; Now with Feed Widgets and More

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• Looking for "pad" for my keyboard + mouse in a multi-monitor setup

  - by Borek

  I've got 2 large monitors. My keyboard and mouse are in the middle of my desk which is appropriate for work on both monitors but when I want to focus on one of them only (say that I'm writing in MS Word on the right monitor), I'd like to move my keyboard and mouse to the right. I can do that manually but because of all the wires and other things, it is quite inconvenient when done frequently. I'm looking for something that I would put under both my keyboard and my mouse and that would slide to one side or the other easily. Is there anything like that available on the market?

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• How to declutter and organize the cables on and under my desk?

  - by splattne

  Computer cables and external devices are a continuous source of frustration for everybody who likes a clean working environment. The more devices you add to your home office, the more disastrous the situation under the table becomes: cords falling behind the desk, ugly cables running along the sides and under of the desk, making it almost impossible to clean and remove the dust. This is not my office, but I've seen similar "setups:" I'm looking for good tips/products which help me in keeping the all cables somehow under control and organized. Thanks!

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• How much time do you spend in this site with work on your desk?

  - by David Conde

  This is a simple question, because I want to see if there is a collective tendency to do this: How much time do you spend snooping around in StackOverflow, Programmers, and all those heavenly sites even when having work on the desk? Are these sites becoming facebook, in our case? I used to enter facebook from time to time... it's been like 20 days now and I dont even care about it. All I want to see is what are the latest post of my geeky friends around here..! Is this collective?

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• Help Desk Software with user groups and temporary ban function?

  - by Zillo

  Does anyone know any Help Desk Software which allow you to create user groups / to mark/categorize specific users in some way / and to to ban specific users/e-mails (not user groups) for a specific period of time? Kayako? OTRS? simpledesk?... Kayako looks to be very functional but not sure if it has this option. zendesk is also very functional but a SaaS service not a downloadable software. Since the functions that I am saying are very common in forum software, maybe simpledesk could do it since it is based in SMF. Any ideas?

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• How to declutter and organize the cables on and under my desk? [closed]

  - by splattne

  Computer cables and external devices are a continuous source of frustration for everybody who likes a clean working environment. The more devices you add to your home office, the more disastrous the situation under the table becomes: cords falling behind the desk, ugly cables running along the sides and under of the desk, making it almost impossible to clean and remove the dust. This is not my office, but I've seen similar "setups:" I'm looking for good tips/products which help me in keeping the all cables somehow under control and organized.

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• Can I use my laptop as a second monitor for my desk computer?

  - by Edward Tanguay

  Is it possible to make my laptop's screen be a second monitor for my desk computer?

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• What are some IT jobs where you don't sit at a desk for 8-10hrs a day?

  - by zippy

  Like a lot of people in IT I sit at a desk for 8-10hrs/day working on stuff that needs to get done "now". That usually means eating unhealthy lunches at my desk, and sometimes dinner too. This does terrible things to your health. I have been trying to work some exercise into the workday but I was thinking it would be great if I worked somewhere where I was exercising all the time (walking around, lifting servers, etc.). Does anyone have a job in IT (or know someone) where you are actually moving around (not sitting) doing something for most of the day?

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• Keeping monitor Dell desk monitor 'connected' to dell studio 15 laptop?

  - by Jerry

  First of all, I am new to Ubuntu 10.04 but it is love at first sight and the only windows I will see again are in my house and car! Each time I disconnect my Dell Studio 15 from my Dell 36" monitor, I have to reconnect through the System/Monitor protocol. Question: Is there a way to set it up so once I slide my laptop under the stand, reconnect monitor cable, 3 usb's and press start that the Monitor screen will go 'live' without having to start all over?

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• Get the desktop/viewport of a window in enlightenment?

  - by Zorf

  Okay, so, given a XID of a window I need to get its desktop or viewport as well as the currently active one. Enlightenment does not seem to properly respond to wmctrl which leads to: ***@note:~ > wmctrl -lG 0x01e00002 -1 21 395 310 146 note Conky (note) # it places conkey wndows on -1 for some reason? 0x01c00002 -1 65 655 230 158 note Conky (note) 0x01a00002 -1 25 215 230 182 note Conky (note) 0x01800002 -1 25 550 310 110 note Conky (note) 0x01600002 -1 685 145 230 120 note Conky (note) 0x01400002 -1 1120 245 280 206 note Conky (note) 0x01200002 -1 1095 35 230 186 note Conky (note) 0x01000002 -1 1145 470 250 266 note Conky (note) 0x00c00002 -1 40 34 230 182 note Conky (note) 0x00e00029 0 0 0 1440 900 note ~ : bash – Konsole # desktop 2, fullscreen 0x03a00060 0 505 231 899 642 note Downloads – 'Dolphin' # destkop 0 0x0480001a 0 206 222 958 526 note Lifelover - Kärlek - becksvart melankoli #desk 2 0x034000e6 0 116 32 984 767 note clemctrl – Kate #desk 0 0x02c01b78 0 309 314 549 520 note ************* # desk 1 0x04e00062 0 104 31 990 619 note XChat: *** @ Free / #*** (+Ccnt) #desk 1 0x05c00112 0 22 35 1396 834 note StarCraft on Reddit - Chromium #desk 3 0x02c0f292 0 453 356 549 520 note *** #desk 1 0x02c000c0 0 860 216 557 645 note Buddy List # desk 1 As can be seen, all windows are on desk 0 in wmctrl except conky windows. Furthermore the geometry-viewport trick also doesn't seem to work that works in some wm's, are there any other tricks to get on which viewport/desktop a window is? There has to be some way to get it right?

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• How to display programs, started by TSWA Remoteapp, inside a browser instead of directly on the desk

  - by richardboon

  For those not familiar with Terminal Services Web Access and Resulting Internet Communication in Windows Server 2008, here’s a brief overview: technet.microsoft.com/en-us/library/cc754502(WS.10).aspx The problem (I am trying to solve), can be seen in the picture of step 16, where the application is display directly right on the desktop [see link below]: http://blogs.technet.com/askcore/archive/2008/07/22/publishing-the-hyper-v-management-interface-using-terminal-services.aspx I am in the process of setting up Terminal Service Web Access RemoteApp for our company. Users only want remoteapp and needs to see the remote program running within/contain-inside the browser. They don’t want to see or access the whole desktop [as the case with remote desktop, which can be displayed inside a browser].

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• Mount - Unable to find suitable address

  - by Benny

  I am trying to mount my Windows share through my Ubuntu box (no xwindow), but I continue to get Unable to find suitable address I have tried using the raw IP address, I have checked the credentials, I have disabled the Windows firewall, but I cannot find anything wrong. benny@backup:~$ sudo mount -t cifs //my-desk/j -o username=me,password=s)mePasss /mnt/sync Unable to find suitable address. benny@backup:~$ ping my-desk PING my-desk (10.10.10.43) 56(84) bytes of data. ? --- my-desk ping statistics --- 2 packets transmitted, 0 received, 100% packet loss, time 1008ms benny@backup:~$ sudo mount -t cifs //10.10.10.43/j -o username=me,password=s)mePasss /mnt/sync Unable to find suitable address. Any help would be greatly appreciated!

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• Is there any free live support solution that would ease implementation of a basic online help-desk?

  - by bogdan

  I'm looking for a free or inexpensive solution to give live online support to web visitors. I would like something based on Jabber/XMPP because it's an open protocol. This should work like this: The company would use 2-3 jabber accounts like Google Talk for providing support Online chat form that would connect to one of currently online jabber accounts Optionally give one proxy jabber account to the customers. This proxy would contact any of the currently online company accounts. Using this customers will see only one chat contact but they will speak with different people based on who is online at the moment. Currently I found only some expensive solutions like J-livesupport, Akeni. I would really appreciate if you will recommend something you successfully implemented.

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• Is there a short key for desk top in windows batch?

  - by user198729

  C:\Documents and Settings\Administrator\Desktop I don't want to type the above each time to refer to a file on the desktop

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• MYSQL inserting records form table A into tables B and C (linked by foreign key) depending on column values in table A

  - by Chez

  Hi All, Have been searching high and low for a simple solution to a mysql insert problem. The problem is as follows: I am putting together an organisational database consisting of departments and desks. A department may or may not have n number of desks. Both departments and desks have their own table linked by a foreign key in desks to the relevant record in departments (i.e. the pk). I have a temporary table which I use to place all new department data (n records long)...In this table n number of desk records for a department follow the department record directly below. In the TEMP table, if a column department_name has a value,it is a department, if it doesn't it will have a value for the column desk and therefore will be a desk which is related to the above department. As I said there maybe several desk records until you get to the next department record. Ok, so what I want to do is the following: Insert the departments into the departments table and its desks into the desks table , generating a foreign key in the desk record to the relevant departments id. In pseudo-ish code: for each record in TEMP table if Department INSERT the record into Departments get the id of the newly created Department record and store it somewhere else if Desk INSERT the desk into the desks table with the relevant departments id as the foreignkey note once again that all departments desks directly follow the department in the TEMP Table Many Thanks

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• UiModeManager - NightMode (FroYo)

  - by Kaloer

  Hi there, I have been trying to turn off the buttons' light in my application using the UiModeManager's nightmode function. The default Desk Clock application (Nexus One) turns off the buttons' light when it is dimmed, and I want to do this as well. I've tried using the following code: UiModeManager mgr = (UiModeManager) getSystemService(UI_MODE_SERVICE); mgr.setNightMode(UiModeManager.MODE_NIGHT_YES); The UiModeManager.setNightMode(int mode) documentation says this: Sets the night mode. Changes to the night mode are only effective when the car or desk mode is enabled on a device. Does that mean that the device has to be physically in a desk dock? I can set the device to car mode using the UiModeManager.enableCarMode(int flags) method. This works fine, but it doesn't turn off the lights, it only dims the screen's backlight. Is there a way to set the device into desk mode without using a physical desk dock? As the FroYo source code is not yet released, I cannot look at the build-in Desk Clock application. Thanks in advantage.

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• Files and folders disappeared from my desktop

  - by Rob

  Suddenly all files, folders and icons that were on my desktop have disappeared. tried making "show hidden files", no luck. tried using recovery software, but it did not find any of this files, so I assume they were not deletes. c:/Users/<myname>/Desktop does look empty from the Explorer, as well as from cmd. installed MalwareBytes, it did find and remove some malware, but it didn't seem to help. used RogueKiller and it did find some suspicious registry called "HideDesktopIcons". ¤¤¤ Registry Entries : 4 ¤¤¤ [HJ DESK] HKCU\[...]\ClassicStartMenu : {59031A47-3F72-44A7-89C5-5595FE6B30EE} (1) -> REPLACED (0) [HJ DESK] HKCU\[...]\NewStartPanel : {59031A47-3F72-44A7-89C5-5595FE6B30EE} (1) -> REPLACED (0) [HJ DESK] HKCU\[...]\ClassicStartMenu : {20D04FE0-3AEA-1069-A2D8-08002B30309D} (1) -> REPLACED (0) [HJ DESK] HKCU\[...]\NewStartPanel : {20D04FE0-3AEA-1069-A2D8-08002B30309D} (1) -> REPLACED (0) I deleted this registry, rebooted, it only unhid My Computer and User icons, but my desktop stuff is still missing — any ideas what should I do next?

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• Open space sitting optimization algorithm

  - by Georgy Bolyuba

  As a result of changes in the company, we have to rearrange our sitting plan: one room with 10 desks in it. Some desks are more popular than others for number of reasons. One solution would be to draw a desk number from a hat. We think there is a better way to do it. We have 10 desks and 10 people. Lets give every person in this contest 50 hypothetical tokens to bid on the desks. There is no limit of how much you bid on one desk, you can put all 50, which would be saying "I want to sit only here, period". You can also say "I do not care" by giving every desk 5 tokens. Important note: nobody knows what other people are doing. Everyone has to decide based only on his/her best interest (sounds familiar?) Now lets say we obtained these hypothetical results: # | Desk# >| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 1 | Alise | 30 | 2 | 2 | 1 | 0 | 0 | 0 | 15 | 0 | 0 | = 50 2 | Bob | 20 | 15 | 0 | 10 | 1 | 1 | 1 | 1 | 1 | 0 | = 50 ... 10 | Zed | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | 5 | = 50 Now, what we need to find is that one (or more) configuration(s) that gives us maximum satisfaction (i.e. people get desks they wanted taking into account all the bids and maximizing on the total of the group. Naturally the assumption is the more one bade on the desk the more he/she wants it). Since there are only 10 people, I think we can brute force it looking into all possible configurations, but I was wondering it there is a better algorithm for solving this kind of problems?

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• SQL server 2008 trigger not working correct with multiple inserts

  - by Rob

  I've got the following trigger; CREATE TRIGGER trFLightAndDestination ON checkin_flight AFTER INSERT,UPDATE AS BEGIN IF NOT EXISTS ( SELECT 1 FROM Flight v INNER JOIN Inserted AS i ON i.flightnumber = v.flightnumber INNER JOIN checkin_destination AS ib ON ib.airport = v.airport INNER JOIN checkin_company AS im ON im.company = v.company WHERE i.desk = ib.desk AND i.desk = im.desk ) BEGIN RAISERROR('This combination of of flight and check-in desk is not possible',16,1) ROLLBACK TRAN END END What i want the trigger to do is to check the tables Flight, checkin_destination and checkin_company when a new record for checkin_flight is added. Every record of checkin_flight contains a flightnumber and desknumber where passengers need to check in for this destination. The tables checkin_destination and checkin_company contain information about companies and destinations restricted to certain checkin desks. When adding a record to checkin_flight i need information from the flight table to get the destination and flightcompany with the inserted flightnumber. This information needs to be checked against the available checkin combinations for flights, destinations and companies. I'm using the trigger as stated above, but when i try to insert a wrong combination the trigger allows it. What am i missing here?

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• ssh through a bastion machine works on someone else's desktop but not my own

  - by Terrence Brannon

  I have to ssh into a bastion (jump) server in order to get to the final server. On the jump server, my .ssh/config says: Host * ForwardAgent yes My co-worker uses PuTTy and Pageant. When I use a putty shell to connect from his desktop to the final server as root via the jump server, it works fine. At my desk I cannot connect to the final server, only the jump server. However, if I go to his desk, and successfully log into the final server via the jump server, I can then go back to my desk and also do so.... but after a certain amount of time, my shells revert to the original behavior of not connecting to final server via jump server. The entire transcript of ssh -v -v -v final_server is here The relevant part to me is when the public key is offered but then it says 'we did not send a packet': debug1: Offering public key: /home/CORP/t.brannon/.ssh/id_dsa debug3: send_pubkey_test debug2: we sent a publickey packet, wait for reply debug1: Authentications that can continue: publickey,password debug2: we did not send a packet, disable method debug3: authmethod_lookup password

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• New Oracle Tutor Class: Create Procedures and Support Documents

  - by [email protected]

  Offered by Oracle University Course Code D66797GC10 July 14-16, 2010 in Chicago, IL This three day Instructor Led class is only US$ 2,250 Oracle® Tutor provides organizations with a powerful pair of applications to develop, deploy, and maintain employee business process documentation. Tutor includes a repository of prewritten process, procedure, and support documents that can be readily modified to reflect your company's unique business processes. The result is a set of job-role specific desk manuals that are easy to update and deploy online. Use Tutor to create content to: Implement new business applications Document for any regulatory compliance initiative Turn every desk into a self service reference center Increase employee productivity The primary challenge for companies faced with documenting policies, processes, and procedures is to realize that they can do this documentation in-house, with existing resources, using Oracle Tutor. Process documentation is a critical success component when implementing or upgrading to a new business application and for supporting corporate governance or other regulatory compliance initiatives. There are over 1000 Oracle Tutor customers worldwide that have used Tutor to create, distribute, and maintain their business procedures. This is easily accomplished because of Tutor's: Ease of use by those who have to write procedures (Microsoft Word based authoring) Ease of company-wide implementation (complex document management activities are centralized) Ease of use by workers who have to follow the procedures (play script format) Ease of access by remote workers (web-enabled) This course is an introduction to the Oracle Tutor suite of products. It focuses on the process documentation feature set of the Tutor applications. Participants will learn about writing procedures and maintaining these particular process document types, all using the Tutor method. Audience Business Analysts End Users Functional Implementer Project Manager Sales Consultants Security Compliance Auditors User Adoption Consultants Prerequisites No Prerequisite Courses strong working knowledge of MS Windows strong working knowledge of MS Word (2007) Objectives • Provide your organization with the next steps to implement the Tutor procedure writing method and system in your organization • Use the Tutor Author application to write employee focused process documents (procedures, instructions, references, process maps) • Use the Tutor Publisher application to create impact analysis reports, Employee Desk Manuals, and Owner Manuals Web site on OU Link to a PDF of the class summary Oracle University Training Centre - Chicago Emily Chorba Product Manager for Oracle Tutor

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• JOB OF THE WEEK

  - by jessica.ebbelaar(at)oracle.com

  Help Desk Support Specialist - Budapest (Hungary) Do you have French and English languages skills, and are living in Hungary? Then this could be the role for you to start your career with at Oracle. We now have an opening as Help Desk Support Specialist in our office Budapest. In this role you will respond to requests for technical assistance by phone, email and/or using our help desk management system We are looking for candidates with a passion for Customer Service. Next to that planning & organizing, problem solving, time management are important competencies to have for this role. If you already had some exposure to Bio Pharmaceutical or Clinical companies that is a big plus. It is a great opportunity not only for graduates, but for all who want to start their career at Oracle and a unique chance to work in multinational team together with colleagues from all over the world! If you are interested in this position, read more here! For all of our other vacancies and internships, please visit https://campus.oracle.com.

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• Why does Ubuntu keep trying to connect to a WiFi network while plugged into an ethernet

  - by labarna

  My desk is situated at the edge of the range of a wireless signal which I use occasionally (when away from my desk) and is therefore saved in network manager. At my desk, however, I plug into the ethernet cable. While I'm working the computer is constantly trying to join the wireless network and usually failing this results in two annoying behaviors. 1: In gnome shell the network connect and disconnect notices keep popping up at the bottom of the screen and I have to click them to make them disappear (I assume it's been fixed in the next version of gnome). 2: (the worst!) Occasionally the wifi password dialog will pop up and ask for the password to this network (which is already saved). An additionally annoyance is that in gnome shell I'll get two copies of the dialog that I have to cancel, one is gnome shell themed (no window border etc...) and the other is just normal gnome themed. (Sometimes if I've been away from the computer for a while I will have multiple copies of this dialog up as its been trying to connect for a while resulting in at times 20 dialogs to cancel). Note, all the while I've been happily connected to the ethernet and have full network access. This is incredibly annoying and distracting, why doesn't ubuntu stop trying to connect to wifi if I'm on the ethernet (unless I want to broadcast my own network, but that's different)?

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• How to use my computer to control a lamp?

  - by nona urbiz

  I've been researching computer automation systems, but everything I've found has been overkill for what I'm interested in. Can anyone help me control a lamp that is on my desk, plugged in the wall beneath the desk, with my computer (also on the desk, usually). What got me thinking is that I have the lamp plugged into a Belkin extension cord/surge protector that came with a wireless switch that toggles the power going to 6 of the eight sockets. Can I somehow hook my computer into this? I'm not too afraid to get into some wiring type thing, but do have a somewhat limited budget. It'd also be cool to get a dimmer in the loop too. thanks aha. after more research, i have realized what i'm looking for is instructions for a DIY version of this that won't look so ugly, and that i can build a UI for rather than shortcuts.

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