Please Help Me! An Intro to the new Help Desk TIPS: Aug 18, 2011 J. Mack 2011 STScI TransiCon ‐‐> Remedy (1990’s) to Footprints 4 Workspaces ‐ Help, Support, Archive, OPO Organized via unique incoming email address Separates different STScI enCCes Operates independently of other workspaces A composite of Cckets, contacts, knowledge bases, preferences ‘Help@STScI’ ‐ TransiCon on June 15th, 2011 ‐ Support for Cycle 19 Phase II Purpose: Support the HST (and JWST) User Community Importance of this Role: Item #1 from the Director s Office Principles for STScI The InsCtute was set up to provide long term guidance and support for the scienCfic effort, provide a mechanism for engaging the parCcipaCon of astronomers throughout the world, & provide a means for the disseminaCon and uClizaCon of the data Access: –  Email –  Web interface help@stsci.edu haps://footprints.stsci.edu Help ConfiguraCon and TesCng – CollaboraCon across Divisions (INS, OED, SMO, ITSD) CollaboraCon across Missions (HST, JWST) Help Workspace ‐ Supports 14 teams –  Triage level: Help –  AcCve Instruments: –  InacCve Instruments: ACS, COS, STIS, WFC3 FOS, GHRS, NICMOS, WFPC2 –  Phase I/II support:
–  Soeware: APT, ETC, SMO SSB –  Upcoming: JWST Footprints Features •
Web‐based; Plahorm independent; Aaachments allowed •
HST ProPer database populates user fields
(Title, AffiliaCon, HST proposal IDs) •
Auto‐noCficaCons (New or InacCve calls) –
•
EscalaCons enable the automaCon of business Auto‐generated reports (Triage= weekly, Team= monthly) –  Emailed to teams for tracking development needs via call categories (i.e. soeware, documents, tools) •
Searchable Knowledge base (Public vs. internal) –  Repository for known issues, procedures, soluCons –  Allows Cmely info and FAQs to be conveyed to users New Procedures GOAL: Develop experCse within the RIAB Provide mentoring, encourage learning process Minimize reliance on support from IS s SoluCon: New roles: Agent, Advisor, Expert No more weekly duty shies –  On arrival of new ticket, all agents are notified
–  Individuals select tickets based on expertise or interest
GOAL: SoluCon: Communicate user queries with Teams Provide call category stats for enhancements Give credit for the excellent work RIAs do supporCng users Monthly reports distributed to teams Calls accessible to non‐agents via read‐only accounts User Support Roles •  Agents: RIAs trained to service Cckets via Footprints •  Advisors: Expert level RIA/RIS Oversee team acCviCes Provide guidance to agents •  Experts: IS/CS in team Replies to agent ‐or‐ Replies directly to the user (cc: help)
EscalaCon Rules ‐ Enable the automaCon of processes In effect Mon‐Fri (9 am ‐ 5 pm) •  Triage : Goal – route calls within 2 hours •  Team :
Goal – first response to user within 1 day Auto‐noCficaCon emails all agents: When NEW call arrives When no one has taken the call aeer 1 day Auto‐noCficaCon emails assignee: When call is IN PROGRESS and INACTIVE for 2 days When call is on HOLD and INACTIVE for 10 days (2 weeks) Auto‐noCficaCon emails supervisor : When team has not responded to call aeer 1 day When call is IN PROGRESS but INACTIVE for 3 days ReporCng Calls by Team: (158 Cckets June 15‐Aug 3) Count Team Team Report Read‐only Accounts for INS Teams Purpose: Access: User ID s:
Passwords: For IS, CS, or PC Enables team to view call resoluCon Provides call details for soeware/doc enhancements Read‐only Can view all Cckets (i.e. ACS Team Calls) Can run reports (Tickets by category, by agent, etc) awt_help cos_sCs_help wfc3_help (To be emailed to each team) QuesCons? •  Policy & Oversight (RIAB) –  Jennifer Mack –  Max Mutchler (mack@stsci.edu) (mutchler@stsci.edu) •  AdministraCon & Training Needs –  Abhijith Rajan –  Brian York (arajan@stsci.edu) (york@stsci.edu)