Helpdesk Integration Requirements Group Agenda: 2014 Sep 11

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

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

ACTION

• Anand: Reinstate ticket department mapping in requirements document.