Helpdesk Integration Requirements Group Minutes: 2014 Jun 12

Logistics:
  • Time: 3pm - 4pm EDT
  • Rooms: CV-331/AOC-317/GB-137
  • Video hub: 192.33.117.12##6519
  • Audio: 434-817-6286
Attendance: Anand, Gareth, David H., Kelly, Dave F., Gustaaf, Heidi, Drew

Agenda / Minutes

  • Report on Action Items:
    • VLA department mapping review (Gustaaf, Heidi)
      • ACTION: Will review this coming week.
    • KB category structure (Carol)
  • Report on the ALMA Helpdesk Working Group Meeting (Carol, Anand, Kelly)
    • Updated mockup (PDF)
    • Summary of Impact on EA/EU is also attached (optional)
    • A linked user account will change the ALMA HD (help.almascience.org) user interface only by adding a hyperlink to help.nrao.edu, where support for all NRAO facilities is available. This applies to all ARCs (including NA) so that the user experience at each ARC is the same.
    • The NRAO HD (help.nrao.edu) user interface will appear the same for linked and unlinked accounts.
      • For unlinked accounts, clicking on one of the ALMA departments will display instructions directing the user to link accounts or proceed to the ALMA HD for support.
      • For linked accounts, clicking on one of the ALMA departments will allow for ticket submission to the user's appropriate ARC.
  • AOB
  • Next meeting: Thurs, June 19, 3pm EDT / 1pm MDT

To do list
Done AssigneeSorted ascending Description Notes
  Anand Define account linking procedure w/ mockup; make 2nd pass on Gustaaf's description Description sent through email
  Anand Clearly describe where account linking is required and where it is optional  
  Anand Create use case for user with different email addresses Update use cases last
DONE Anand Define department structure for all user groups Updated section 6
DONE Anand Define functionality for all classes of users. (Current Venn diagram shows users organized by facility usage; create similar diagram or list showing users organized by differing HD functionality) Added to draft in section 5
DONE Anand Put together document / mockup for presentation to the HDWG  
  Carol Is KB category reorganization required? If so, define structure, create mockup. (Think thru UI: search functionality and categories)  
  Gustaaf, Heidi Confirm that NRAO department mappings are correct in lastest draft  
Topic attachments
I Attachment Action Size Date Who Comment
EA_EU_Impact.pdfpdf EA_EU_Impact.pdf manage 238 K 2014-06-12 - 13:18 JaredCrossley Summary of Impact on EA/EU (for HDWG)
Mockup_v2.pdfpdf Mockup_v2.pdf manage 546 K 2014-06-12 - 13:16 JaredCrossley Anand's department UI mockup v2 (PDF)
Topic revision: r2 - 2014-06-12, JaredCrossley
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