Difference: HelpdeskTriage (6 vs. 7)

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Useful info for EU Helpdesk Triage Staff

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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.

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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.