Introducing Rein Warmels, our new member of the EU triage team (Suzanna is no longer sharing this duty) - Evanthia
Introducing Sarah Wood, data analyst at the NAASC. Sarah will be helping Anand with HD administration and testing - Anand
ACTION ITEMS update
EU to put in a SCIREQ ticket regarding download data tickbox.
Done. SCIREQ-90
EU to put in a SCIREQ ticket if they want data delivery tickets closed automatically.
Done. SCIREQ-91
Add "Archival research" to description of dept "Archive and Data Retrieval"
Anand has put in an internal developer ticket to have this done
Relevance of 'sabbatical visitors under face-to-face support; not needed and should be removed
Anand has put in an internal developer ticket to have this done
Remove excess categories box from KB page
This has been implemented on test server. See SCIREQ-151.
Open SCIREQ tickets. Anand will move all active ones and assign 25 to Maria
Done
cc-ing notifications to old addresses, something that came up again while we (in EU) thought we were not doing it any more - Evanthia
Plan for KB article updates for Cycle 3. Notes from last telecon minutes:
For Cycle 2 time the tickets were split up by ARC for review. It took several NA Data Analysts a few days to do both the review and the revisions for Cycle 2.
For Cycle 3 we will wait for final requirements to be decided in early December, then we will parse the KBs out between ARCs for review.
In early January we will have another telecon to discuss the need for new KB articles for Cycle 3 and to initiate the review of the existing ones. We will need to be aware of updates/additions planned for the other Call materials, notably the Proposer's Guide, the Primer and the Tech Handbook, before deciding on appropriate KB updates.
SCIREQ ticket status:
SCIREQ-18 User interface search does not return proper results.
Under active development. - Anand
SCIREQ-19 Add executive option to HD reports "Ticket Search" page.
Implemented.Does HDWG accept the implementation?
SCIREQ-21 Show public and private notes in the reports "Ticket Tracker" page.
Implemented. Demo, ticket 5316 has some private notes.Resolved pending acceptance by HDWG
SCIREQ-22 Eliminate the "search" tickets option when you are in the "submit ticket" process.
Implemented and closed.
SCIREQ-23 Add more characters to the subject field in the staff ticket view.
Retracted by HDWG Dec 12 2012. Closed.
SCIREQ-24 Add tool tips for the weird HD icons
This has been pending for a while and was not discussed at last telecon. We need to know which icons are problematic and decide whether documentation for staff is sufficient.
SCIREQ-25 Add the "cc" option to the ticket for users so user can add someone in CC.
Retracted and closed.
SCIREQ-58 Helpdesk reports Ticket Tracker should list replies sorted by time
Implemented and closed.
SCIREQ-90 Replace 'download data' tickbox with link directing to data delegation
Accepted for review of implementation requirements. Transfered to ICT JIRA by Anand Feb 5 2015
SCIREQ-91 Closing automatically project tickets once full project delivered.
Pending clarification of new data tracker delivery workflow. Currently in test.
MINUTES:
All action items from last telecon were reviewed: no issues.
The cc to old email address is a bug.
ACTION ITEM: Anand to open a SCIREQ tickets (done: 153). Chris / Kelly to review the issue
No progress on KB article updates for Cycle 3 yet.
ACTION ITEM: EU and EA to select KB article departments they would like to take for review.
ACTION ITEM: Carol to plan schedule for the revisions and their review.
ACTION ITEM: Carol and Rein to ensure consistency with the Cycle 3 Call materials.
ACTION ITEM: All to consider the need for new KB articles to support the Call. Discuss with ARC staff.
All SCIREQ tickets were reviewed.
Evanthia was unable to review 19 and 21 prior to the meeting because the HD is currently in failover mode to Socorro.
ACTION ITEM% Anand to look into why all ARCs can't see the test ticket
SCIREQ-24. Nobody can recall who thought the icons were confusing.
ACTION ITEM Rein to note any issues he sees with clarity in the user workflow including the icons, as he learns the Helpdesk.
SCIREQ-90 and 91. Evanthia has commented.
ACTION ITEM: Anand to review
Additional Items:
Evanthia noted that there are sometimes some tickets that get posted to the emergency dept, which only staff can see until the last few days before a proposal deadline. Anand tracked down the recent one she referred to and discovered it to be a mistake by an NA staff member. No evidence for a problem or bug here.
Evanthia noted that she often gets duplicate email alerts for a single action. Others have experienced this too.