Difference: HelpdeskTriage (1 vs. 15)

Revision 152013-06-20 - SuzannaRandall

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Line: 8 to 8
 

Triage workflow notes and peculiarities

  • To assign a ticket to the PHT (proposal handling team) change the department to Proposal Handling Team, but keep the ticket assigned to yourself. The PHT will then reply to the ticket with a note, and triage then relates the information to the user. Triage needs to have their alerts set up so that they see all notes added to tickets in the PHT department, otherwise they will not be notified of the reply by PHT!
Changed:
<
<
  • Contact Scientists for successful proposals (see list below) will open a ticket on behalf of their PI in the 'Cycle "n" Observing Programmes' department (where "n" is a placeholder for the cycle number). Triage will normally not have to worry about these tickets.
  • Change requests are received in the General department - they should be transferred to the internal 'Proposal change request' department, which allows the CRSC to see them and add notes. Change request tickets should be dealt with by triage. Workflow is equivalent to the case of the PHT department, but note that when the answer from CRSC is available via a note posted in the ticket, triage should reply to the user and copy (cc) the contact scientist for the project for which the CR was requested.
>
>
  • Triage now opens program tickets in the 'Cycle "n" Observing Programmes' department (where "n" is a placeholder for the cycle number), on behalf of the PI.They attach a standard text available as a macro and then assign it to the contact scientist once theyare known. From that point on the ticke is the Contact Scientist's responsibility (NEW for Cycle 1!).
  • Change requests are received in the General department - they should be transferred to the internal 'Proposal change request' department, which allows the CRSC to see them and add notes. Change request tickets should be dealt with by triage. Workflow is equivalent to the case of the PHT department, but note that when the answer from CRSC is available via a note posted in the ticket, triage should reply to the user and copy (cc) the contact scientist AND the P2G contact for the project for which the CR was requested.
 
  • Tickets submitted in the Archive and Data Retrieval department can directly be assigned to the AOG if appropriate (e.g. data package has not arrived or is incomplete). How exactly such tickets are dealt with is still TBD.
  • Careful when forwarding a ticket: you should 'Quote' the thread (otherwise the person you are forwarding the ticket to will not see the text of the ticket) and make sure to change the e-mail address from the do-not-reply to your real e-mail address so that they can answer you!
  • If a ticket can only be partially answered by triage but also needs the expertise of another staff: triage should answer the parts of the ticket they can. They then open a new ticket on behalf of the user (making sure to use the search widget to get the user's correct e-mail address), and assign this to an appropriate staff member.Triage should let the user know in their reply that another ticket has been opened for the parts of the questions they could not answer.

Revision 142013-04-09 - MariaDiazTrigo

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Line: 9 to 9
 

Triage workflow notes and peculiarities

  • To assign a ticket to the PHT (proposal handling team) change the department to Proposal Handling Team, but keep the ticket assigned to yourself. The PHT will then reply to the ticket with a note, and triage then relates the information to the user. Triage needs to have their alerts set up so that they see all notes added to tickets in the PHT department, otherwise they will not be notified of the reply by PHT!
  • Contact Scientists for successful proposals (see list below) will open a ticket on behalf of their PI in the 'Cycle "n" Observing Programmes' department (where "n" is a placeholder for the cycle number). Triage will normally not have to worry about these tickets.
Changed:
<
<
  • Change requests are received in the General department - they should be transferred to the internal 'Proposal change request' department, which allows the CRSC to see them and add notes. Change request tickets should be assigned to the contact scientist of that project, if already determined. Otherwise, they are dealt with by triage. Workflow is eauivalent to the case of the PHT department.
>
>
  • Change requests are received in the General department - they should be transferred to the internal 'Proposal change request' department, which allows the CRSC to see them and add notes. Change request tickets should be dealt with by triage. Workflow is equivalent to the case of the PHT department, but note that when the answer from CRSC is available via a note posted in the ticket, triage should reply to the user and copy (cc) the contact scientist for the project for which the CR was requested.
 
  • Tickets submitted in the Archive and Data Retrieval department can directly be assigned to the AOG if appropriate (e.g. data package has not arrived or is incomplete). How exactly such tickets are dealt with is still TBD.
  • Careful when forwarding a ticket: you should 'Quote' the thread (otherwise the person you are forwarding the ticket to will not see the text of the ticket) and make sure to change the e-mail address from the do-not-reply to your real e-mail address so that they can answer you!
  • If a ticket can only be partially answered by triage but also needs the expertise of another staff: triage should answer the parts of the ticket they can. They then open a new ticket on behalf of the user (making sure to use the search widget to get the user's correct e-mail address), and assign this to an appropriate staff member.Triage should let the user know in their reply that another ticket has been opened for the parts of the questions they could not answer.
Changed:
<
<
  • A ticket requesting a visit to an European ARC node should be assigned to the ARC in question (the ticket should be left in the 'Face to face support' department.
>
>
  • A ticket requesting a visit to an European ARC node should be assigned to the ARC in question (the ticket should be left in the 'Face to face support' department).
 
  • A ticket requesting a visit to the NA or EA ARC should be transferred using to the ARC in question using the corresponding departments 'Transfer to NA/EA'.
Changed:
<
<
  • For tickets reporting bugs: check on the subsystem's Known Issues page first whether the bug is already known. If yes, send a nice reply to the user and set the ticket status to Resolved. If no, assign the ticket to the designated staff member (see list below).
>
>
 

EU ARC Expertise: who to assign which tickets to!

This list is grouped by departments and subcategories.

GENERAL:
Changed:
<
<		- Science Portal: Felix, Maria
>
>		- Science Portal: Felix, Eelco, Maria
  - Documentation: all ESO ARC staff, depending on which document

Revision 132013-03-27 - SuzannaRandall

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Revision 122013-03-20 - MariaDiazTrigo

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Line: 8 to 8
 

Triage workflow notes and peculiarities

  • To assign a ticket to the PHT (proposal handling team) change the department to Proposal Handling Team, but keep the ticket assigned to yourself. The PHT will then reply to the ticket with a note, and triage then relates the information to the user. Triage needs to have their alerts set up so that they see all notes added to tickets in the PHT department, otherwise they will not be notified of the reply by PHT!
Changed:
<
<
  • Contact Scientists for successful proposals (see list below) will open a ticket on behalf of their PI in the 'Project Support' department. Triage will normally not have to worry about these tickets.
  • Change requests are received in the General department - they should be transferred to the internet 'change request' department, which allows the CRSC to see them and add notes. Change request tickets should be assigned to the contact scientist of that project, if already determined. Otherwise, they are dealt with by triage.Workflow is eauivalent to the case of the PHT department.
>
>
  • Contact Scientists for successful proposals (see list below) will open a ticket on behalf of their PI in the 'Cycle "n" Observing Programmes' department (where "n" is a placeholder for the cycle number). Triage will normally not have to worry about these tickets.
  • Change requests are received in the General department - they should be transferred to the internal 'Proposal change request' department, which allows the CRSC to see them and add notes. Change request tickets should be assigned to the contact scientist of that project, if already determined. Otherwise, they are dealt with by triage. Workflow is eauivalent to the case of the PHT department.
 
  • Tickets submitted in the Archive and Data Retrieval department can directly be assigned to the AOG if appropriate (e.g. data package has not arrived or is incomplete). How exactly such tickets are dealt with is still TBD.
Changed:
<
<
  • Careful when forwarding a ticket: you should 'Quote' the thread (otherwise the person you are forwarding the ticket to will not see the text of the ticket) and make sure to change the e-mail address froim the do-not-reply oe to your real e-mail address so that they can answer you!
>
>
  • Careful when forwarding a ticket: you should 'Quote' the thread (otherwise the person you are forwarding the ticket to will not see the text of the ticket) and make sure to change the e-mail address from the do-not-reply to your real e-mail address so that they can answer you!
 
  • If a ticket can only be partially answered by triage but also needs the expertise of another staff: triage should answer the parts of the ticket they can. They then open a new ticket on behalf of the user (making sure to use the search widget to get the user's correct e-mail address), and assign this to an appropriate staff member.Triage should let the user know in their reply that another ticket has been opened for the parts of the questions they could not answer.
Changed:
<
<
  • A ticket requesting a visit to another ARC (NA or EA) should be transferred to the ARC in question, and Martin should be put in cc
>
>
  • A ticket requesting a visit to an European ARC node should be assigned to the ARC in question (the ticket should be left in the 'Face to face support' department.
  • A ticket requesting a visit to the NA or EA ARC should be transferred using to the ARC in question using the corresponding departments 'Transfer to NA/EA'.
 
  • For tickets reporting bugs: check on the subsystem's Known Issues page first whether the bug is already known. If yes, send a nice reply to the user and set the ticket status to Resolved. If no, assign the ticket to the designated staff member (see list below).

EU ARC Expertise: who to assign which tickets to!

Line: 47 to 48
 
OBSERVING TOOL:
Changed:
<
<		Andy, Liz, Suzanna
>
>		Andy, Suzanna, Evanthia
 
DATA REDUCTION:
Changed:
<
<		Dirk, Martin
>
>		- CASA: Dirk, Martin

- QA2: Liz, Dirk

 
ARCHIVE AND DATA RETRIEVAL:
Line: 59 to 62
 
F2F SUPPORT:
Changed:
<
<		relevant EU ARC nodes, Martin in cc

CONTACT SCIENTISTS FOR CYCLE 0 ACCEPTED PROPOSALS

2011.0.00474.S PI:Peretto, Adam Avison

2011.0.00120.S PI:Caselli, Jaime Pineda

2011.0.00851.S PI:Farihi, Anita Richards

2011.0.00131.S PI:Maercker, Felipe Alves

2011.0.00294.S PI:Smail, George Bendo

2011.0.00780.S PI: Kospal, Agnes Kospal

2011.0.00259.S PI:Ricci, Eelco van Kampen

>
>		relevant EU ARC nodes
 

List of expertise of the ARC nodes (for specific, complex tickets)

Revision 112012-05-07 - EvanthiaHatziminaoglou

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Line: 57 to 57
  Felix
Changed:
<
<
F2F SUPPORT:
>
>
F2F SUPPORT:
  relevant EU ARC nodes, Martin in cc

CONTACT SCIENTISTS FOR CYCLE 0 ACCEPTED PROPOSALS

Revision 102011-09-19 - SuzannaRandall

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Line: 62 to 62
 relevant EU ARC nodes, Martin in cc

CONTACT SCIENTISTS FOR CYCLE 0 ACCEPTED PROPOSALS

Added:
>
>		 2011.0.00474.S PI:Peretto, Adam Avison

2011.0.00120.S PI:Caselli, Jaime Pineda

2011.0.00851.S PI:Farihi, Anita Richards

2011.0.00131.S PI:Maercker, Felipe Alves

2011.0.00294.S PI:Smail, George Bendo

2011.0.00780.S PI: Kospal, Agnes Kospal

2011.0.00259.S PI:Ricci, Eelco van Kampen

 

List of expertise of the ARC nodes (for specific, complex tickets)

Array Combination: IRAM, UK
Spectral line surveys/identification: German, Allegro
High dynamic range imaging + Simulations: UK, Nordic
High frequency observing + application of WVRs: Allegro
Variable and moving sources: Nordic, Bologna

Revision 92011-09-16 - SuzannaRandall

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Line: 5 to 5
 

Triage Rota

Added:
>
>
 

Triage workflow notes and peculiarities

Changed:
<
<
  • To assign a ticket to the PHT (proposal handling team) change the department to Proposal Handling Team and assign the ticket to Proposal Handling (otherwise they will not be able to see the ticket). The PHT will then reply to the ticket with a note (we may have to remind them of this procedure at the beginning!). Triage needs to have their alerts set up so that they see all notes added to tickets in the PHT department, otherwise they will not be notified of the reply by PHT! Triage then copies the relevent part of the note and replies to the user.
>
>
  • To assign a ticket to the PHT (proposal handling team) change the department to Proposal Handling Team, but keep the ticket assigned to yourself. The PHT will then reply to the ticket with a note, and triage then relates the information to the user. Triage needs to have their alerts set up so that they see all notes added to tickets in the PHT department, otherwise they will not be notified of the reply by PHT!
  • Contact Scientists for successful proposals (see list below) will open a ticket on behalf of their PI in the 'Project Support' department. Triage will normally not have to worry about these tickets.
  • Change requests are received in the General department - they should be transferred to the internet 'change request' department, which allows the CRSC to see them and add notes. Change request tickets should be assigned to the contact scientist of that project, if already determined. Otherwise, they are dealt with by triage.Workflow is eauivalent to the case of the PHT department.
 
  • Tickets submitted in the Archive and Data Retrieval department can directly be assigned to the AOG if appropriate (e.g. data package has not arrived or is incomplete). How exactly such tickets are dealt with is still TBD.
  • Careful when forwarding a ticket: you should 'Quote' the thread (otherwise the person you are forwarding the ticket to will not see the text of the ticket) and make sure to change the e-mail address froim the do-not-reply oe to your real e-mail address so that they can answer you!
  • If a ticket can only be partially answered by triage but also needs the expertise of another staff: triage should answer the parts of the ticket they can. They then open a new ticket on behalf of the user (making sure to use the search widget to get the user's correct e-mail address), and assign this to an appropriate staff member.Triage should let the user know in their reply that another ticket has been opened for the parts of the questions they could not answer.
Line: 57 to 60
 
F2F SUPPORT:

relevant EU ARC nodes, Martin in cc

Added:
>
>

CONTACT SCIENTISTS FOR CYCLE 0 ACCEPTED PROPOSALS

 

List of expertise of the ARC nodes (for specific, complex tickets)

Array Combination: IRAM, UK
Spectral line surveys/identification: German, Allegro
High dynamic range imaging + Simulations: UK, Nordic
High frequency observing + application of WVRs: Allegro
Variable and moving sources: Nordic, Bologna

Revision 82011-06-16 - SuzannaRandall

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Line: 10 to 10
 
  • Tickets submitted in the Archive and Data Retrieval department can directly be assigned to the AOG if appropriate (e.g. data package has not arrived or is incomplete). How exactly such tickets are dealt with is still TBD.
  • Careful when forwarding a ticket: you should 'Quote' the thread (otherwise the person you are forwarding the ticket to will not see the text of the ticket) and make sure to change the e-mail address froim the do-not-reply oe to your real e-mail address so that they can answer you!
  • If a ticket can only be partially answered by triage but also needs the expertise of another staff: triage should answer the parts of the ticket they can. They then open a new ticket on behalf of the user (making sure to use the search widget to get the user's correct e-mail address), and assign this to an appropriate staff member.Triage should let the user know in their reply that another ticket has been opened for the parts of the questions they could not answer.
Changed:
<
<
  • A ticket requesting a visit to another ARC (NA or EA) should be transferred to the ARC in question.
>
>
  • A ticket requesting a visit to another ARC (NA or EA) should be transferred to the ARC in question, and Martin should be put in cc
 
  • For tickets reporting bugs: check on the subsystem's Known Issues page first whether the bug is already known. If yes, send a nice reply to the user and set the ticket status to Resolved. If no, assign the ticket to the designated staff member (see list below).

EU ARC Expertise: who to assign which tickets to!

Revision 72011-06-09 - SuzannaRandall

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Line: 6 to 6
 

Triage workflow notes and peculiarities

Changed:
<
<
  • To assign a ticket to the PHT (proposal handling team) change the department to Proposal Handling Team. The PHT will then reply to the ticket with a note and return it to triage (we may have to remind them of this procedure at the beginning!). Triage then copies the relevent part of the note and replies to the user.
>
>
  • To assign a ticket to the PHT (proposal handling team) change the department to Proposal Handling Team and assign the ticket to Proposal Handling (otherwise they will not be able to see the ticket). The PHT will then reply to the ticket with a note (we may have to remind them of this procedure at the beginning!). Triage needs to have their alerts set up so that they see all notes added to tickets in the PHT department, otherwise they will not be notified of the reply by PHT! Triage then copies the relevent part of the note and replies to the user.
 
  • Tickets submitted in the Archive and Data Retrieval department can directly be assigned to the AOG if appropriate (e.g. data package has not arrived or is incomplete). How exactly such tickets are dealt with is still TBD.
  • Careful when forwarding a ticket: you should 'Quote' the thread (otherwise the person you are forwarding the ticket to will not see the text of the ticket) and make sure to change the e-mail address froim the do-not-reply oe to your real e-mail address so that they can answer you!
  • If a ticket can only be partially answered by triage but also needs the expertise of another staff: triage should answer the parts of the ticket they can. They then open a new ticket on behalf of the user (making sure to use the search widget to get the user's correct e-mail address), and assign this to an appropriate staff member.Triage should let the user know in their reply that another ticket has been opened for the parts of the questions they could not answer.

Revision 62011-05-11 - MariaDiazTrigo

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Line: 61 to 61
  Array Combination: IRAM, UK
Spectral line surveys/identification: German, Allegro
High dynamic range imaging + Simulations: UK, Nordic
High frequency observing + application of WVRs: Allegro
Variable and moving sources: Nordic, Bologna
Added:
>
>		Solar observations: Czech
 
-- SuzannaRandall - 10 May 2011

Revision 52011-05-10 - SuzannaRandall

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Triage Rota

Changed:
<
<		<iframe src="http://www.google.com/calendar/embed?src=3oprfnstu3886shrd7cfel86o8%40group.calendar.google.com&ctz=Europe/Berlin" style="border: 0" width="800" height="600" frameborder="0" scrolling="no">
>
>

Triage workflow notes and peculiarities

  • To assign a ticket to the PHT (proposal handling team) change the department to Proposal Handling Team. The PHT will then reply to the ticket with a note and return it to triage (we may have to remind them of this procedure at the beginning!). Triage then copies the relevent part of the note and replies to the user.
  • Tickets submitted in the Archive and Data Retrieval department can directly be assigned to the AOG if appropriate (e.g. data package has not arrived or is incomplete). How exactly such tickets are dealt with is still TBD.
  • Careful when forwarding a ticket: you should 'Quote' the thread (otherwise the person you are forwarding the ticket to will not see the text of the ticket) and make sure to change the e-mail address froim the do-not-reply oe to your real e-mail address so that they can answer you!
  • If a ticket can only be partially answered by triage but also needs the expertise of another staff: triage should answer the parts of the ticket they can. They then open a new ticket on behalf of the user (making sure to use the search widget to get the user's correct e-mail address), and assign this to an appropriate staff member.Triage should let the user know in their reply that another ticket has been opened for the parts of the questions they could not answer.
  • A ticket requesting a visit to another ARC (NA or EA) should be transferred to the ARC in question.
  • For tickets reporting bugs: check on the subsystem's Known Issues page first whether the bug is already known. If yes, send a nice reply to the user and set the ticket status to Resolved. If no, assign the ticket to the designated staff member (see list below).
 
Changed:
<
<		</iframe>
>
>

EU ARC Expertise: who to assign which tickets to!

This list is grouped by departments and subcategories.

GENERAL:

- Science Portal: Felix, Maria

- Documentation: all ESO ARC staff, depending on which document

- Webpages: Suzanna, Martin

- Proposal Review Process: issues that need PHT expertise (e.g. retraction of proposal) to be transferred to the PHT department, otherwise assign to Maria, Paola

- Project Tracker: Suzanna, Eelco

- Other: all ESO ARC staff, can hopefully normally be answered by triage

PROJECT PLANNING:

- Sensitivity Calculator: Andy

- Simdata: Eelco, Dirk

- OST: UK ARC node, Eelco

- Splatalog: Liz, Andy

- general: all ESO ARC staff

OBSERVING TOOL:

Andy, Liz, Suzanna

DATA REDUCTION:

Dirk, Martin

ARCHIVE AND DATA RETRIEVAL:

Felix

F2F SUPPORT:

relevant EU ARC nodes, Martin in cc

List of expertise of the ARC nodes (for specific, complex tickets)

Array Combination: IRAM, UK
Spectral line surveys/identification: German, Allegro
High dynamic range imaging + Simulations: UK, Nordic
High frequency observing + application of WVRs: Allegro
Variable and moving sources: Nordic, Bologna

 
-- SuzannaRandall - 10 May 2011

Revision 42011-05-10 - SuzannaRandall

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Triage Rota

Deleted:
<
<
Warning
This site does not allow %INCLUDE% of URLs

Google Calendar
-- SuzannaRandall - 10 May 2011
 \ No newline at end of file
Added:
>
>		<iframe src="http://www.google.com/calendar/embed?src=3oprfnstu3886shrd7cfel86o8%40group.calendar.google.com&ctz=Europe/Berlin" style="border: 0" width="800" height="600" frameborder="0" scrolling="no">

</iframe>


-- SuzannaRandall - 10 May 2011

Revision 32011-05-10 - MichaelNaumann

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Triage Rota

Changed:
<
<
<pre>   
   Warning: This site does not allow %INCLUDE% of URLs 
   </pre>

Google Calendar
-- SuzannaRandall - 10 May 2011
>
>
Warning
This site does not allow %INCLUDE% of URLs

Google Calendar
-- SuzannaRandall - 10 May 2011
 \ No newline at end of file

Revision 22011-05-10 - SuzannaRandall

Line: 1 to 1
 
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Triage Rota

Changed:
<
<
Google Calendar
-- SuzannaRandall - 10 May 2011
>
>		 
<pre>   
   Warning: This site does not allow %INCLUDE% of URLs 
   </pre>

Google Calendar
-- SuzannaRandall - 10 May 2011

Revision 12011-05-10 - SuzannaRandall

Line: 1 to 1
Added:
>
>
META TOPICPARENT name="WebHome"

Useful info for EU Helpdesk Triage Staff

Triage Rota


Google Calendar
-- SuzannaRandall - 10 May 2011
View topic | History: r15 < r14 < r13 < r12 | More topic actions...
 
This site is powered by the TWiki collaboration platform Powered by PerlCopyright © 2008-2025 by the contributing authors. All material on this collaboration platform is the property of the contributing authors.
Ideas, requests, problems regarding ARC TWiki? Send feedback