Useful info for EU Helpdesk Triage Staff

Triage Rota

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!
• 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.
• 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).The 'Known Issues' page for the OT is under http://almasw.hq.eso.org/almasw/bin/view/OBSPREP/Cycle1KnownIssues?template=viewprint. For CASA bugs, there is no 'Known Issues' page. Instead, whenever a CASA bug is detected, a corresponding JIRA ticket is opened. However, there could be a knowledge base article created for some common bugs. Therefore, please check if there is any appropriate KB article at https://help.almascience.org/index.php?/Knowledgebase/List/Index/5/offline-data-reduction-andor-casa. If so, add a note to the ticket pointing to the KB article before assigning the ticket to Dirk/Martin.

EU ARC Expertise: who to assign which tickets to!

This list is grouped by departments and subcategories.

GENERAL:

- Science Portal: Felix, Eelco, 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, Suzanna, Evanthia

DATA REDUCTION:

- CASA: Dirk, Martin

- QA2: Liz, Dirk

ARCHIVE AND DATA RETRIEVAL:

Felix

F2F SUPPORT:

relevant EU ARC nodes

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

Solar observations: Czech

-- SuzannaRandall - 10 May 2011