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. 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).

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

Solar observations: Czech

-- SuzannaRandall - 10 May 2011