NRAO-ALMA Integrated Helpdesk Requirements Anand Crossley, Gustaaf Van Moorsel, Carol Lonsdale, Dave Frayer, Heidi Medlin, Kelly Sharp, Drew Medlin, Juergen Ott v0.5 2014/05/15 – Summary The NRAO currently operates two independent helpdesk systems, one for NRAO facilities (excluding ALMA) user support and one for ALMA user support. Both helpdesk systems use software sold by Kayako. The helpdesk system provides private user correspondence through tickets and one-directional, user support through a (KB). The ALMA helpdesk is KnowledgeBase “broadcast” used by the 3 ALMA Regional Centers (ARCs) to support users. Although the ALMA helpdesk software and hardware is maintained by NRAO, great care has been taken to remove from the European- and East Asian-user experience any indication that the helpdesk system is a North American product. To maximize observatory efficiency, NRAO desires to operate a single integrated helpdesk system that can service all NRAO and ALMA users. The benefits of an integrated helpdesk are: NRAO does not maintain two independent helpdesk systems. CASA tickets are collected in one NRAO has one KB for all facilities. Dark red text requires stakeholder input. User Definition Carol will review this section for improvements; didn’t make sense to her the first time. There are several categories of users relevant to integrated helpdesk operations. (see Venn diagram, below) These are users of ALMA who have never used other NRAO ALMA instruments NA support. These ALMA users are supported by the NA ARC. EA/EU support. ALMA users are supported by the EA or EU ARCs. NRAO These are users of instruments operated exclusively by NRAO (i.e. VLA, GBT, VLBA) who have never used ALMA.
NRAO-ALMA Integrated Helpdesk Requirements Anand Crossley, Gustaaf Van Moorsel, Carol Lonsdale, Dave Frayer, Heidi Medlin, Kelly Sharp, Drew Medlin, Juergen Ott v0.5 – 2014/05/15 Summary The NRAO currently operates two independent helpdesk systems, one for NRAO facilities (excluding ALMA) user support and one for ALMA user support. Both helpdesk systems use software sold by Kayako. The helpdesk system provides private user correspondence through tickets and one-directional, “broadcast” user support through a KnowledgeBase (KB). The ALMA helpdesk is used by the 3 ALMA Regional Centers (ARCs) to support users. Although the ALMA helpdesk software and hardware is maintained by NRAO, great care has been taken to remove from the European- and East Asian-user experience any indication that the helpdesk system is a North American product. To maximize observatory efficiency, NRAO desires to operate a single integrated helpdesk system that can service all NRAO and ALMA users. The benefits of an integrated helpdesk are: NRAO does not maintain two independent helpdesk systems. CASA tickets are collected in one NRAO has one KB for all facilities. Dark red text requires stakeholder input. User Definition Carol will review this section for improvements; didn’t make sense to her the first time. There are several categories of users relevant to integrated helpdesk operations. (see Venn diagram, below) ALMA These are users of ALMA who have never used other NRAO instruments NA support. These ALMA users are supported by the NA ARC. EA/EU support. ALMA users are supported by the EA or EU ARCs. NRAO These are users of instruments operated exclusively by NRAO (i.e. VLA, GBT, VLBA) who have never used ALMA.
IntegratedHelpdeskRequirements_v0.5.docx