Helpdesk Integration Requirements Group Agenda: 2014 Sep 11

  • Time: 3pm - 4pm EDT
  • Rooms: CV-331/AOC-317/GB-137
  • Video hub:
  • Audio: 434-817-6286
Attendance: Anand, Alison, Carol, Kelly, David H., Gareth, David F.

Agenda / Minutes

  • Review of plan approved by ALMA HD working group; this mostly applied to the ALMA HD user interface.
  • Discussion of the NRAO HD user interface.
    • See my proposal in the attached PPT.
    • Revised and downsized requirements doc itemizes my proposal. Considerable discussion on the new requirements doc. Summary:
      • New requirement that ALMA and NRAO tickets be accessed through the ALMA and NRAO interfaces, respectively. Tickets will not be integrated into a combined view.
      • Account linking allows for bi-directional access to each helpdesk without multiple logins.
  • Will linked-account users see ALMA and NRAO tickets in the View Tickets page, or will these be segregated into the separate user interfaces? Would a unified view be beneficial or confusing?
    • Decided on segregated view.
  • Do we want to limit staff access to KB articles? (not discussed)
  • Other questions?
  • Next meeting: Thursday, Sept 18, 3pm EDT


  • Anand: Reinstate ticket department mapping in requirements document.
Topic attachments
I Attachment Action Size Date Who Comment
IntegratedHelpdeskRequirements_v0.7.docxdocx IntegratedHelpdeskRequirements_v0.7.docx manage 131 K 2014-09-11 - 14:06 JaredCrossley Requirements Doc v0.7
Mockup8.pptxpptx Mockup8.pptx manage 546 K 2014-09-11 - 14:06 JaredCrossley Mockup of user interface, ALMA and NRAO
Topic revision: r2 - 2014-09-11, JaredCrossley
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