Helpdesk Integration Requirements Group Minutes: 2014 May 08

• Time: 3pm - 4pm
• Rooms: CV-331/AOC-317/GB-137
• Video hub: 192.33.117.12##6519
• Audio: 434-817-6286

Agenda / Minutes

• Review of Action Items from previous meeting: HDIntegrationRequirements2014May01
  • ACTION: Anand will get POP deadlines for helpdesk requirements and implementation when he talks with Tim.
• Existence of NRAO-only user group
  • If all ALMA questions must be answered by the appropriate ARC and ALMA questions require an ALMA account, then we either need to force NRAO-only users to register with ALMA (thereby eliminating the NRAO-only category) or we need to restrict ALMA department access for NRAO-only users.
• Review department / sub-department view (see Carol's PPT mock up)
  • Agreement that Carol's mock up requires an additional level of organization to improve readability. We would like to use sub-departments to send the ticket to the proper staff and categories to specify further details.
  • ACTION: Anand will work with Kelly to produce a sub-department demo using the helpdesk test server.
• Define procedure for manual account linking
  • Kelly reports that Maurizio (ESO) has developed an account linking tool that should allow ALMA users to link ALMA and NRAO user accounts.
  • ACTION: Kelly will find Maurizio's demo video and send around by email.
  • ACTION: Kelly will talk with Maurizio to find out what it would take to allow account link initiation also from the NRAO side.
• Other questions contained in draft.
• AOB
  • ACTION: Anand will add to draft requirement that ticket status rules be the same for all staff.
  • ACTION: Anand will update draft based on discussion.
• Next meeting: May 15, 3pm