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
    • ALMA Science Operations, Phase 2 Proposal Change Policies (vA.0, 8/12/11)
    • ALMA Science Operations, Phase 2 Process and Change Request Procedures (Cycle 0) (vA3b, 10/7/11)
  • 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
  • Helpdesk Managers/Admins f2f Meeting Minutes - Apr 13-14, 2011
  • Helpdesk Managers/Admins f2f Meeting Minutes - May 7-8, 2012
  • Helpdesk Managers/Admins f2f Meeting Minutes - Oct 24 - 25, 2013
• 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

Update the calendar to let Triage know if you ARE available...

ALMA Helpdesk Working Group

ALMA Testing and Gap Analyses

Archival Testing and Gap Analyses (click to open)Archival Testing and Gap Analyses (click to hide)

Data on other Helpdesks

Data on other Helpdesks (click to open)Data on other Helpdesks (click to hide)

Project	Contact	helpdesk email	helpdesk URL	Answers	Note
Herschel		n/a	http://nhsc.ipac.caltech.edu/helpdesk/index.php. See also: http://www.ipac.caltech.edu/Herschel/helpdesk.shtml	HSCHelp	Uses Kayako esupport
Gemini		n/a	http://helpdesk.gemini.edu/	GeminiHelp	web-based form interface
Nobeyamo		n/a	see http://www.nro.nao.ac.jp/~nro45mrt/prop/obs45m.html	NaoHelp	list of contact personnel according to issue
ISO		n/a	http://iso.esac.esa.int/esupport/	IsoHelp	Uses Kayako esupport
STScI	Diane Karakla (INS User Support Coordinator); Francesca Boffi ; Jennifer Mack (HST User Support Lead; was Boffi); John Kaylor (IT Services Lead)	help@stsci.edu	http://www.stsci.edu/ftp/instrument_news/FOS/fos_email.html. See also http://forums.stsci.edu/phpbb	STSciHelp	email only interface. Remedy behind the scenes
Spitzer	Phil Appleton?	help@spitzer.caltech.edu	http://ssc.spitzer.caltech.edu/help.html	SpitzerHelp	email only interface. They say we would be best off doing what Herscel does
ESO	Stephane Marteau	usd-help@eso.org	http://support.eso.org/	EsoHelp	Remedy + email

Remy's CasaTricks wiki: includes summary of many other software projects and what resources they have for FAQs, bulletin boards, wikis, etc.

Questions for Helpdesk fact-finding

Questions for Helpdesk fact-finding (click to open)Questions for Helpdesk fact-finding (click to hide)

NRAO Helpdesk

• OSO Helpdesk twiki (internal NRAO)
• D. Halsteads Helpdesk questionnaire for NRAO