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.
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.