Agenda and Minutes - Feb 1, 2013 1300 UT

Discussion Topics
  • We are not opening up notifications to general USS. All notifications for staff will be set up by triage staff at each ARC.
  • Setting up new departments/staff (EU/EA)
    • Everything fine - all ARCs have their appropriate departments.
  • f2f meeting - still in April? Still in HI? NOTE: Proposal deadline moved to Sept.
    • Tentative dates for f2f meeting is May 27-28. Request sent to SciOps IPT for the final decision.

Issue Discussion Due Date Complete? Priority
Issue of e-mail accounts of users (the old e-mail addresses are still used in addition to the new ones, how can the old ones be removed?) This is tricky. Kelly will look into changing the source code so that it only sends and email to the most recent updated email. Viewing tickets directly maps to the email address so this was put in place so that a person can still view all their tickets even though they may change their email. Current Status - Old tickets no longer visible if email deleted. Suggest code fix defaulting to most recent as in v3. Testing confirms email messages are being sent to all email accounts associated with the user. RESOLUTION: implementing already existing "Primary" email designation to be the only one email is sent to. Note: Kelly has determined this particular task will possibly take 3 full days to implement; because of this, he is moving on to the lower priority items first, starting with the priority 2 item Priority 1   DONE  
Reporting Key report functionality needs to be reproduced in HighCharts. Priority 4   ALERT! 0
Helpdesk failover for V4

Fixed for the short term - if another storm comes we are ready.

Long term fixes:

1) Oracle authentication - Fixed for existing users: We've created a cron job to export Oracle accounts to MySQL backup table once per hour, and a login script on bigjoe to utilize the backup table. Mike is working on getting access to JAO Oracle.

2) MySQL replication alerts - Done in Nagios (Josh)

and rsyn for attachments- script is prepared, not yet a cron job. (has to be run by hand)

3) DNS redirect? - Josh

Failover to be tested March 28. 2013

  DONE  
Link to a given ticket is 'lost' when the user has to login to Kayako (i.e. user is taken to home page of Kayako and not to the requested ticket) (tracked as U6) Code changes in LoginShare module.   DONE  
Redirection of staff tickets when not logged in.

Intermittent problem for NAASC, reproducible for EA/EU

*update - cannot reproduce for any ARC. Deprioritizing.

  ALERT! 3000
We tried to use a macro and the macros menu pop-up, then I changed my mind, went to the previous screen but the menu was still in the middle of the screen, hanging from nowhere. Reproducible. In the staff interface on Safari, go to -> New Ticket, Macros, then hit the "Back" button. The macro box will persist and you need to close out of the browser. Andy and Kelly to test on other browsers and submit a bug report to Kayako if needed. Current Status - Bug report submitted to Kayako. Awaiting resolution   ALERT!  
Keep notes in the staff view when posting reply.     ALERT! 40
Default Cycle 1 subject line automation     ALERT! 50
Set up Andy Hale as admin     DONE  
Email "From" address should contain "ALMA Helpdesk" for users.     DONE  
Upgrade NRAO helpdesk to v4.5
Two events dramatically increase our helpdesk load: 

a - Proposal deadlines - one month prior to the deadline
b - Configuration changes - one month before to one month following a configuration change

For 2013 this means we want to avoid:
a - the whole month of July
b - May 7 - July 7 and September 4 - November 4

So acceptable time intervals would be:
- any time prior to May 7
- August 1 - September 4 -
November 4 - end of year

Earlier in the time interval would be better than later, which means either real soon, early August, or during the second week of November. I have cc:d Heidi who may want to chime in. Gustaaf
    3
Upgrade ALMA helpdesk to v4.5       4
SSO level 2 (with Maurizio Chavan)       2
ALMA account merge/helpdesk compatibility       1
ALMA/NRAO Helpdesk Merge        
ALMA SSO for helpdesk staff     ALERT! 15
Do not allow USS staff to publish KBs     DONE  
Unify NRAO/ALMA helpdesks   2013-09-01 ALERT! 5
Retransmit notices when SMTP fails     ALERT! 7
-- AnthonyRemijan - 2013-02-13
Topic revision: r14 - 2013-04-19, AnthonyRemijan
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