Changes decided here will go into SciOpsIPT change request to be discussed internationally. We will present our suggested changes to the Helpdesk Subsystem Scientist(s) and they will present it to the IPT for consideration. Just need to confirm that point.
Progress report on the Entry Forms for each department.
"...different entry forms depending on the type of query ('technical bugs' and 'more general questions' springs to mind - in the case of technical bugs specific technical information will be required for all subsystems). So for the departments 'Project Planning', 'Observing Tool' and 'Data Reduction' the user would e.g. be able to tick a box saying 'technical bug' or similar and only then be required to fill in various technical details. "
Need input from KSharp on this issue as well as different entry form for each ARC. We need to weigh the pros and cons.
See Kayako reporting report below for prototype entry form for "Visits". - this is an example of have a series of fields the user has to enter.
See the Data Reduction (CASA) department for examples of buttons and pulldown menu options.
What needs to be tested for IT3? - Need test matrix/policies set up - Due Jan 3rd. The list that we have so far is attached here: todo-it3.doc
"Proposal Submission Problems Department" across ARCs. What should this be called?
New Policy Issues:
TImeframe for closing tickets after setting to "Resolved" - currently 1 week, should be 21 (or 28) days?
Moderation of KB - "Globally accepted" - should that get incorporated into Policy guide?
Any world-wide rules for publishing KB articles. We should draft the text that gets added to the Staffing Guide.