Difference: HelpdeskTriage (8 vs. 9)

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

View topic | History: r15 < r14 < r13 < r12 | More topic actions...