This wiki is quite out of date...

Current Triage Support:
CVL handles triage from 8AM - 5PM; HIA handles triage from 5PM - 8PM EST

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

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ALMA Helpdesk Working Group

ALMA Testing and Gap Analyses

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

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

  • 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

-- AnthonyRemijan - 2011-04-04

Topic attachments
I Attachment Action SizeSorted ascending Date Who Comment
ALMA_Helpdesk_B0.docdoc ALMA_Helpdesk_B0.doc manage 1 MB 2015-09-18 - 16:31 JaredCrossley  
PhaseII_policies_A0.pdfpdf PhaseII_policies_A0.pdf manage 1 MB 2012-07-23 - 16:46 JaredCrossley Phase 2 Proposal Change Policies
PhaseII_Procedures_A3b.pdfpdf PhaseII_Procedures_A3b.pdf manage 2 MB 2012-07-23 - 16:47 JaredCrossley Phase 2 Process and Change Request Procedures
HelpdeskManagersf2fAgenda_Apr2011.pdfpdf HelpdeskManagersf2fAgenda_Apr2011.pdf manage 89 K 2011-05-05 - 09:16 AnthonyRemijan  
HelpdeskManagersf2fAgenda_Oct2013.pdfpdf HelpdeskManagersf2fAgenda_Oct2013.pdf manage 146 K 2013-12-04 - 09:13 AnthonyRemijan  
HelpdeskNAASCStaffManual_v3.1.pdfpdf HelpdeskNAASCStaffManual_v3.1.pdf manage 196 K 2011-08-10 - 10:28 AnthonyRemijan  
HelpdeskNAASCStaffManual_v3.0.pdfpdf HelpdeskNAASCStaffManual_v3.0.pdf manage 198 K 2011-04-04 - 21:34 AnthonyRemijan  
Topic revision: r65 - 2015-10-02, JaredCrossley
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