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You are here: NRAO Public Wiki>ALMA Web>NAASC>HelpDesk (2015-10-02, JaredCrossley)
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This wiki is quite out of date...
Current Triage Support:
Remy's CasaTricks wiki: includes summary of many other software projects and what resources they have for FAQs, bulletin boards, wikis, etc.
Current Triage Support:
CVL handles triage from 8AM - 5PM; HIA handles triage from 5PM - 8PM EST
- Relevant webpages:
- http://help.almascience.org - User login to the helpdesk that requires authentication through the ALMA science portal
- http://help.almascience.org/staff - NAASC Staff login page. Your user id and password should be sent to you.
- https://help.almascience.org/reports/ - Reporting page for USS and Triage personnel. Uses your Staff login and password.
- https://sites.google.com/site/almacommunityoutreach/arc-workflow-folders/helpdesk-materials - Google Sites Helpdesk Materials page.
- AlmaHelpdeskEnhancementRequestsCopy
- Relevant Documentation: What you NEED to READ!
- Helpdesk NAASC Staff Manual - Specific to NAASC staff
- Helpdesk Staff Manual - Revision 2.6; 7/23/2012 - Pan ARCs
- Helpdesk Staff Checklist - Revision 2.4; 7/28/2011 - Quick Checklist for answering tickets you can hang on the wall - goes with v2.4 of the Staff Guide.
- Notes from the Helpdesk Managers/Admins f2f meeting
- HelpdeskIntegration
- Helpdesk Conversion from Kayako 3.0 to 4.0 (Sept 17 - Oct 12, 2012)
- Link to the Helpdesk Gap Analysis - https://staff.nrao.edu/wiki/bin/view/Main/RevisedHelpDeskGap
- Helpdesk Test Report - Revision 1.0; 09/24/2012
- Top 10 User/USS blockers for Kayako 4 - Current Status.
- User Interface
- Must add tooltips like in Kayako 3.0 - COMPLETE
- KB article searches do not search older articles or the information available on the Science Portal - COMPLETE
- Link to the ticket in the email needs to be active. - COMPLETE; Metadata in ticket should only include the ticket ID and title. - COMPLETE; Leave out the text of the ticket reply - instead add a caption "Click here to view your ticket reply". - COMPLETE
- Hide the PCR files under the General tab COMPLETE and make the required fields actually required - NOT COMPLETE
- Eliminate the user's ability to comment on KB articles - COMPLETE
- Be able to update the custom fields and then send reply WITHOUT having to update the ticket first. - NOT COMPLETE
- Eliminate all the extraneous text, fonts, images from the website (e.g. "Powered by Kayako") - COMPLETE
- Ticket status should never be PRIVATE COMPLETE users should also be able to ONLY Open or Close tickets - COMPLETE
- When the user replies to a ticket, it should automatically reopen - COMPLETE
- Format of the ticket display when searching must be fixed. - COMPLETE - Updated Kayako version
- Add the "cc" option to the ticket for users. - NOT COMPLETE
- Eliminate the "search" tickets option when you are in the "submit ticket" process. - NOT COMPLETE
- USS/Triage Interface
- USS must NOT be able to place a ticket in another executive department COMPLETE
- Admins should set up all default staff notifications. Staff can then create their own PRIVATE notifications but must NOT be able to get notifications on tickets submitted to other executives.COMPLETE
- Must be able to get alerts if we are keeping update ticket an option for users.- NOT COMPLETE
- USS should not be able to publish KB articles. Alerts must be set up for Triage staff when a KB article is drafted with the text of the article. COMPLETE
- Must be able to properly sort by columns - COMPLETE
- Last replier should NOT become the owner of a ticket. COMPLETE In fact USS should not be able to assign tickets to another USS only move tickets back to Triage. NOT COMPLETE
- A USS must not be able to reply to a ticket they do not own. - NOT COMPLETE
- Resolved tickets should never go Overdue COMPLETE
- Eliminate the priority flags and other extraneous tabs and options from USS view. - COMPLETE
- Alerts for the emergency department must go to all triage across executives.COMPLETE
- User Interface
Update the calendar to let Triage know if you ARE available...
_You must login to your Google account to view the calendar._ALMA Helpdesk Working Group
ALMA Testing and Gap Analyses
- Gap analysis (internal wiki)
- HelpdeskTest (IT1: May-June 2010)
- Helpdesk Test2 (IT2: Aug-Sep 2010)
- Helpdesk Test3(IT3: Jan-Mar 2011)
Data on other Helpdesks
| Project | Contact | helpdesk email | helpdesk URL | Answers | Note |
|---|---|---|---|---|---|
| Spitzer |
Phil Appleton? |
email only interface. They say we would be best off doing what Herscel does |
|||
| STScI |
Diane Karakla (INS User Support Coordinator); Francesca Boffi ; Jennifer Mack (HST User Support Lead; was Boffi); John Kaylor (IT Services Lead) |
email only interface. Remedy behind the scenes |
|||
| Herschel |
|
n/a |
HSCHelp |
Uses Kayako esupport |
|
| Gemini |
|
n/a |
web-based form interface |
||
| Nobeyamo |
|
n/a |
list of contact personnel according to issue |
||
| ESO |
Stephane Marteau |
Remedy + email |
|||
| ISO |
|
n/a |
Uses Kayako esupport |
Questions for Helpdesk fact-finding
- Do they use a commercial helpdesk package (which one?), or did they write their own (in what), or do they just use a regular email program (which one)? Pros/cons/lessons learned (would they do the same again). How much overhead in working with outside contractors?
- How Do users interface with helpdesk? Simple email, or Do they have a web interface, or both? Anything else? have the solicited user input on How they like the system?
- Do they have a triage process, and if so How Do they manage it? Does the triage person spend a lot of time on each ticket, or quickly assign it to someone else?
- How do they decide who to assign the ticket to? By specialty, or round-robin, or ??
- Do they have diagnostics that the manager/triage person can use to help assign tickets? e.g., no. of tickets per support person, average time to respond, etc.
- How do support personnel communicate with users? Personel email accounts? Webpage? Combination? Do all correspondances go through helpdesk? Are the all logged? If so, how and why? Can they provide concrete examples of when having the entire email chain has been useful?
- How often do users get email notifications? Is it too much/too little?
- How many tickets do they get in a day, and how many people are needed?
- Do they also have any face to face support? How much?
NRAO Helpdesk
- OSO Helpdesk twiki (internal NRAO)
- D. Halsteads Helpdesk questionnaire for NRAO
| I | Attachment | Action | Size | Date | Who | Comment |
|---|---|---|---|---|---|---|
 doc |
ALMA_Helpdesk_B0.doc | manage | 1 MB | 2015-09-18 - 16:31 | JaredCrossley | |
 pdf |
HelpdeskManagersf2fAgenda_Apr2011.pdf | manage | 89 K | 2011-05-05 - 09:16 | AnthonyRemijan | |
| pdf |
HelpdeskManagersf2fAgenda_Oct2013.pdf | manage | 146 K | 2013-12-04 - 09:13 | AnthonyRemijan | |
| pdf |
HelpdeskNAASCStaffManual_v3.0.pdf | manage | 198 K | 2011-04-04 - 21:34 | AnthonyRemijan | |
| pdf |
HelpdeskNAASCStaffManual_v3.1.pdf | manage | 196 K | 2011-08-10 - 10:28 | AnthonyRemijan | |
| pdf |
PhaseII_Procedures_A3b.pdf | manage | 2 MB | 2012-07-23 - 16:47 | JaredCrossley | Phase 2 Process and Change Request Procedures |
| pdf |
PhaseII_policies_A0.pdf | manage | 1 MB | 2012-07-23 - 16:46 | JaredCrossley | Phase 2 Proposal Change Policies |
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Topic revision: r65 - 2015-10-02, JaredCrossley
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