Difference: HelpdeskTriage (11 vs. 12)

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)

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