ALMA Helpdesk Administrator Guide Version 1.0 March 2 , 2011
Contents
1. Quek Jump Manage Alerts MA insert Alert Onine Staf D System Admin sw Tickets Manage Alerts E mail The alert w be sent to staff users v a e mail SMS The alert wil be sert to staff users v a Short Service on ther mobie phone For more information on SMS please refer to the SMS gateway section of the user manual Alert Scope Select the scope of the alert If the alert is Pubic t wil be sent to al staff users Mt is Private t wil only be sent to the Saft user who created t Alert Events Select the events that wil cause this alert to be sent pure O Private New Ticket Y New chert Reply E new Sa Reply Ticket Move Ticket Flagged E Nen Note E Status Change amp Teret Esteo Priorty Change amp Ticket Assigned Ticket Merged Post Deteted RRRA to Staff Set the alert for thus staff member Run Only For Assigned Tickets O vo No E enabled the alert wil only be sent for tickets assigned to you Feter By Department All Departments M a department 6 selected here the alert wil only be sent for Sckets within that department Otherwise al departments wil be used Fitter By Ticket Status Ma ticket status amp selected here the alert will only be sent for tickets wth that status Otherwise al statuses wil be used Fater By Ticket Priority Ma ticket prorty 5 selected here the alert wil only be sera for Gckets wih that priorty Otherwise al prorties will be used For example you m2. e https alma help nrao edu staff index php m tickets _a managealerts e Along list of alerts will be displayed for all staff members e For User Support Specialists there is an alert called ALMA User Support This alert has a limited scope and is only triggered by events for tickets which have been assigned to a particular staff member e For Triage staff members four types of alert have been created for events of interest for that role Look carefully at all the fields specified in the examples below Note that it is not possible to encompass all alert functionality into a single alert for Triage a ALMA New Ticket b ALMA Response Overdue c ALMA Return to Triage d ALMA Transfer Ticket e Each type of alert is depicted in the screen captures below which can be used as templates e When inserting a new set of alerts for a particular staff member be sure to mark the Alert Scope as Private Otherwise the alert will be sent to all staff members even though it is intended for only one For example if an ALMA User Support alert for John Doe is created with an alert scope of Public every staff member will receive an alert when John is assigned a ticket e Refer to the screen captures below for prototype alerts e After the new staff account has been created insert the new set of alerts for the staff member at this URL go to go to Tickets gt gt Alerts gt gt Insert Alert Rule e httos alma hel
3. Specty n vidual department permissions fl the group access opton above i not enabled General Queries EA Tickets General Queries EU Tickets Project Planning EU Tickets Project Planning NA Tickets Figure 2 Add staff account 6lPage Remove staff account 1 To delete a staff member log on to the Admin Control Panel and navigate to Staff tab at this URL https alma help nrao edu admin index php m core amp a managestaff 2 This will display a list of all current staff members 3 On the far right side of the page click the Delete icon on the row containing the staff member to be deleted Please be cautious that you have selected the intended staff member Home Stall Deparimenty Manage al Manage Groupa inserta imseriGroup Mass Mal sw Opini Dashboard Staf Manage seargs Quick Search Options Sy Templates a Ag Languages Dolls ra Ardy Biggs nea EU Stat Dee Dette y Mal Parses Agron Evans EIEEE TEE Wes Dne 93 Tickets Aya Higuchi shiguchi EA Triage Y ae D Delete sa Amy Kimball alimbal NA Stat Jem S pee A Estalations Adam Leroy aleroy NA Staff Y dr O Dete 2 TERR Aego naje alegronode EU Stan Tem eee A Tony Remijan semjan NA Triage 3 cae peter BL Donabase Al Wioomen moonen NA alf coe Dete ED Diagnostics Brenda Matthews bmaithews NA Sant 7 ar E Delete Crystal Brogan ebrogan NA Sanit A car Delete ES Czech node ezechnode EU S
4. galmahelp jgjuserPortale jgjcasacookbook Dev Micasidap Glinex reload E Apache Tomcat IE RHEL ASA W ALMA Early Science Pre A W 99 Staff gt Edit Staff Powere W Y Atacama Large Millimeter submillimeter Array ae Observer Support Legged in ester Aiman Support Camer Saf CP Lagat Manage Sint Manage Grou kaet Sant insent Group Maas Mal Celene wv Dashboard Stalf Aaron Evans a Templates Aaj Languages Aaron Evans 7 The full mame of the stall user eg Joe Bloggs Y Custom Fieis Usesmame Mevansa 3 Live Support A username fer the sinf user Tha wil be ued do kegin io the control pareka Y Mad Parse Password iz Teist i AOU WES to change fhe password enter a nes one here Re enter Password T SLA For coninmabon re enie the password a Se Escalihons E maal A 3 The stall user s mad address Al alerts sent io thes user wil be sent to iha address arvarsaGgmail com E Teamwork p id Logs Specty the group lo which this staff user wil be assigned Al perminsions for the chosen group wil be nhericd ES Scheduled Tasks BL Database Mobile Phone Number Uf this Stall user a do receive SMS alerts enter their mobie phone number Note Enter only the telephone number without Diagnostics spaces dashes of other symbols Example 18005551317 nine Stall Signature Enter the sian user s signature The signature will be appended to all cuigong e mail messages sent by
5. CP Logout Home Stati Deparunernts Manage Stal Manage Groups insert Staf insertGroup Mass Mal Options Dashbowd Stati System Admin Settings a Templates Ay Languages Pea Memes AS System Admin name stat user e Bloggs 3 Custom Fiekis 9 Username palomar 3 Uve Support A username for the staff user This wil be used to login to the control panets a A Mal Parser Password a If you wish to change the password enter a new one here 3 Tickets Re enter Y SLA For confemabon re enter the password E Escalatons E madl ksharp nrao edu The stat user s e mai address Al alerts sent to this user wil be sent to this address E Teamwork gt Group Administrator ia Logs Specty the group to which thus staff user wil be assigned Al permissions for the chosen group wil be nherted A FE Scheduled Task BL Omnbase i It this staff user amp to receve SMS alerts enter thes mobie phone number Note Enter oriy the telephone number without _ Dignostes spaces dashes or other symbols Example 18005551217 tine Stafi Signature Enter the staff user s signature The signature wil be appended to al outgoing e mad messages sent by this user LJ System Admin IS Use Group Departments If enabled the department permasiora of the selected group wil be mherted by ths staff user ves O no Assigned Departments Specty ndnidual department permission
6. to triage 16 Page Logged in System Admin Support Cantar Admin CP Logout System Configuration Tasks reserved for system administrator The following tasks can potentially have global impact on the workflow of the ALMA helpdesk and are reserved for the helpdesk system administrator If changes in any of the following categories are needed please contact the helpdesk system administrator at the NAASC Alternatively Triage staff members of any ARC may submit a ticket to the Helpdesk Issues department a category not visible to the general public Add department Department visibility Change the public ticket views Security settings System Date and Time Template configuration management for template customizations please send specifications to the helpdesk system administrator User Authentication modules for CAS staff accounts are local e Language modules currently NAOJ centric e SLA escalation management 17 Page Table of Illustrations FICUS SO Ware COM ponen E ww ee ae ee ee 4 CUT ZA o 6 Heure s Deletesstal r Membe ereere UNA eE Soi 7 Figure 4 Reassign staff to other group departmentS ooocccccnccncnnccnnnnocnnonacononacononarononarononarononarananarinananos 8 Heure S RESEU Stall PassWord serrent a a a 9 Figure 6 Modify staff member s group permissiONS ccoocccconccncnnccnnnnacnnonaccnonacononarononarononarnnonaranananananos 10 Figure 7 View tickets atanotnherAREasicaniaaa aaa 11
7. Atacama Large Millimeter submillimeter Array In search of our Cosmic Origins ALMA Helpdesk Administrator Guide Version 1 0 March 2 2011 1 Page Table of Contents HVE OCU CUIOIN AAA ita 3 Stall User Intence teehee bebe ebeb lebih ba bebih beh O 3 Admin Usera sas csi iene tea reve lee teal ele oe lee alee elle oe lee ale REETTA 3 Software MORE liii iaaa EAEE AEO EONO 4 ROUtIne Matet A N 6 Add stat acc UN 6 Remove stalt did 7 Rea eMe a CO OLIVE Ol ar T OA AAA 8 Reset stall DaSSWOTOUS siseasi eree eee N 9 Elevate USS or Triage staff account to Admin privileges sssssessesessessessrsrrsrrrerrrsrrserrerresrrserseene 10 VIEW TICKETS TOM Other ARCS AAA 11 Show Hide Proposal Submission Emergency departMent occcccncccncnoccnonacononacanonanononacononaninananos 12 A a a a a a a a a a en ne ee 13 NS A PO OO 17 Tasks reserved for system adMinistratorF ooccocccocncncnnoncncnnacnncccncncncnnononononrnoncnncnnnrnnanoncnnaconananss 17 Table oF MUSICOS NENA 18 2 Page Introduction This document describes a few common tasks that need to be performed on the ALMA Helpdesk which require administrative privilege It is intended to be a supplement to material found in the Kayako SupportSuite User Manual Administrator control panel user manual It is not intended to replace or cover all material from the Kayako documentation The ALMA helpdesk is currently implemented on Kayako SupportSuite v3 70 01 Customization of th
8. Figure 8 Show hide Emergency Proposal Submission department ccecccessececeseceeeeesceceseeeneseeenes 12 Figure 95 Manage alerts CM AAA A OE EE EEE 14 Figure 10 User SUpport SHeCIaIISE TICKET ASSION OC A EE R 14 Heure Ti TA e Of 21 10 A ee ee moe ee eee eee eee 15 Figure 12 Trage response OVer Unidad 15 Fiche 13 Tage Tetum TOTAL AAA 16 18 Page
9. Iha user l System Admin Use Group Departments Ores No i enabled the depanmer permosoos of de pelecied group wil be nhaied by Gus sini user Done Figure 6 Modify staff member s group permissions 10 Page View tickets from other ARCs Administrators have the privilege level to allow them to change the group associations of staff members including their own Under normal operations administrators should be assigned to use the default Assigned Departments setting of Use Group Departments Yes This will prevent the administrator from being assigned tickets by other staff members However if an administrator wishes to view or track tickets assigned to another ARC he or she can temporarily change their assigned departments by selecting Use Group Departments No This will allow them to specify the department s they wish to view along with all tickets assigned to those departments 1 Log on to the Admin Control Panel and navigate to Staff tab at this URL https alma help nrao edu admin index php _m core amp _a managestaff 2 Find the intended staff member in the list and click the Edit icon at the far right of the page 3 Change the Assigned Departments setting to Use Group Departments No 4 Select the desired departments to be viewed 5 Click Update Staff mm Atacama Large Millimeter submillimeter Array Qu Observer Support as ALMA Logged inc System Admin Support Center Staff
10. Page Reset staff passwords 1 Log on to the Admin Control Panel and navigate to Staff tab at this URL https alma help nrao edu admin index php _ m coreg 8_a managestaff 2 Find the intended staff member in the list and click the Edit icon at the far right of the page 3 Enter and re enter a new temporary password 4 Click the Update Staff button 5 Ask the staff member to change the password to something known only to them The Staff page for changing the password can be found at this URL 6 https alma help nrao edu staff index php m core amp a changepassword hy ALMA Y Atacama Large Millimeter submillimeter Array Observer Support Logged In System Admin Support Center Staff CP Logout Y Mal Parser Bey Tickets g SLA Sg Escolations Tearsiork w Dashboard Stati Andy Biggs Full Name Username A username for the staff user Tha wil be used to login to the control paneka Password it you wish to change the password enter a new one here E mail The sind user s e mail address Al alerts sent do thes ier will be semi io his address Group Specity the group lo which this staf uses will be assigned Al permissions for the chosen group wi be nherted Mobile Phone Number if Ghis sia uaar e bo peeks SMS alerta enter hes mote phone number Note Enter only thee jslephone member wingi spaces dashes ot other symbols 18005551317 Signature Enter the siah user
11. ay wish to only be alerted via SMS for the Critical prior ty Figure 10 User Support Specialist ticket assigned 14 Page All Ticket Statuses lt All Ticket Priorities j di Maria Diaz Trigo Tony Remian Logged in System Admin Support Center Admin CP Logout 835333333337533335535 7 F eee Observer Support Manage Tickets Search s Alert Options TS Delete Rute Fiber Tickets T3 Vew AS lt q Pers FJ Labets e E3 Hepdesk Issues e E3 Proposal Submission Emergency Quek Jura H Manage Alerts MI insert Alert Onine Staf D System Adnin Copa z New Ticket Atacama Large Millimeter submillimeter Array Predetined Rep es Tickets Manage Alerts Alerts Fmersy Abert Title Enter a ttie for the alert Abert Type Select the type for the alert E mail The alert w be sent to staff users via e mai SMS The alert wil be sera to staff users via Short Message Service on ther mob e phone For more information on SMS please refer to the SMS gateway section of the user manual Alert Scope Select the scope of the alert If the alert amp Pubic wil be sent 10 al staff users If t is Private wil only be sent to the Staff user who created t Alen Events Select the events that wil cause this alert to be sent Ales Opaons Assign to Statt Set the alert for this staf member Run Only For Assigned Tic
12. e Kayako software has been kept to a minimum to facilitate future upgrades and maintenance while still supporting the needs outlined in the ALMA Helpdesk System Requirements document Two of the primary needs of the ALMA Helpdesk outlined in that document were the Triage workflow paradigm and the distribution of responsibility into three separate ARC staff and user groups The built in functionality of the Kayako software was sufficient to provide that separation with some minimal software modifications While the Kayako SupportSuite manual describes the basic tasks that need to be performed in maintaining Helpdesk operations it is essential that administrators are aware of some of the conventions used to implement the ALMA workflow when performing administrative tasks It is the purpose of this document to provide guidance in performing those tasks which are part of routine maintenance but which can potentially impact the workflow and multi ARC organization of the support teams Helpdesk administrators at each ARC have the ability to perform system wide modifications of the helpdesk configuration so tasks not detailed in this document should only be proposed in consultation with helpdesk administrators at the other ARCs and implemented by the primary helpdesk system administrator Installation and global configuration of the system will be covered in another document It should be noted that the administrative functions discussed in this doc
13. enmidied abeg Display Order 999 Y Custom Feth The order in which departmente are laser in the staf control panel and chent support area They are sored iing the de play 3 Live Si onder ascending specified here Type dy Mad Parser Private deparimente are not visible lo users within the cheni support miertace Putte Private pa 3 Tickets Module Tickets el T SLA A depariment can ex efter as a icke depariment of a ive chad department E Templale Group E Escalabons Seleti the tempale group s to which the department ls bound The department wi only be visible within the spec ed templale detan E eg Teammate Poe g eu g nA A Logs R Scheduled Task adc ou Ed Diagnosties de Back Compi 2001 2011 Regalos Infotec hi Ltd Figure 8 Show hide Emergency Proposal Submission department 12 Page Configure staff alerts In order to maintain the workflow outline in the System Requirements document the staff roles for Triage and User Support Specialists each have a distinct set of alerts that respond to events within the system When setting up a new staff account it is important that the administrator assign an appropriate set of alerts for the staff member Administrators have the unique ability to login as a staff member and view and manage the alerts for all other staff members e To view existing alerts the administrator can log on to the Staff Control Panel and navigate to the Manage Alerts tab at this URL
14. epartment permissions for a staff group are set from the edit staff group page Thus from the diagram it can be inferred that the first step in defining the workflow in a new installation is to identify the user groups For ALMA three user groups were defined representing the users of the three ARCs 4 Page The relationships above determine among other things the visibility of various parts of the helpdesk system for both end users and helpdesk staff members For example a ticket category will be visible to an end user only if there is an association between that department category and the Template Group to which that user s User Group is associated Likewise a staff member will only be able to see tickets associated with departments categories with which that staff member s Staff Group is associated In order to facilitate the workflow specified in the System Requirements document there is an overlap in associations between Triage and User Support Specialists group relationships The associations available to Triage personnel are a superset of the USS relationships All Triage personnel have relationships to the ticket transfer departments of the other ARCs while USS staff do not This prevents USS staff from assigning tickets to other ARCs staff members directly Although Triage personnel at a particular ARC can view the transfer categories for other ARCs they do not have relationships to their internal departments This prevents
15. imeter Array i Qe Observer Support w ALMA Logged in System Admin Support Center Salt CP Logout Manage Stalf Manage Groups insert Stat insert Group Mass Mal Options Dashboard Staff insert Full Name The h name of the staff user e g Joe Bloggs Username doe 3 Live Support Ausemame for the stali user This wil be used to login to the control panels i A Wal Parser Password COTE A password for the staff user account z S Tickets Re enter Password gy Y SLA For confirmation reenter the password SQ Escatations E mail doe nrac ed The staff user s e mad address Al alerts sert to tis user wil be sent to this address E Teamwork Group NA Staf le Logs Specify the group to which thes staff user wil be assigned Al permessiona for the chosen group wil be nherted Fd Scheduled Tasks Optanal Fields a Database Mobile Phone Number if this staff user is to receive SMS alerts enter ther mobile phone number Note Enter only the telephone number without L E Oignostes spaces dashes or other symbols Example 18005551217 Enter the staff users signature The signature wil be appended to al outgoing e mad messages sent by ths user LJ System Admn Onine Staff Signature Asaignod Depaixnents Use Group Departments Ovens No if enabled the department permessions of the selected group wil be inherited by this staff user Assigned Departments General Queries NA Tickets
16. kets M enabled the alert wil only be sent for tickets assigned to you Fitter By Department Ma department is selected here the alert wil only be sent for tickets within that department Otherwise al departments wil be used Fitter By Ticket Status Ma tcket status amp selected here the alert wil only be sent for Sckets with that status Otherwse al statuses w be used Fitter By Ticket Priority Ma tcket priorty amp selected here the alert wil only be sent for Gckets with that priorty Otherwise al prories wil be used For example you may wish to only be alerted vin SMS for the Critical priority Figure 11 Triage new ticket Qe Observer Support x ALMA Atacama Large Millimeter submillimeter Array Logged In System Adim Support Center Admin CP Logout ALMA New Ticket Pubic private Y new Ticket New Cient Repiy New Stant Reply Ticket Move Ticket Flagged New Note Status Change Ticket Edited Priorty Change Ticket Assigned Ticket Merged Post Deleted Yes O no All Ticket Priorities Logged in System Adran Support Center Admin CP Logout Manage Tickets Search NewTkcket PredefinedRepies Aleris Filters Reports Alert Options O Delete Rule o Fiber Tickets z gA Vew A 7 Fers Pij Labels Tickets Manage Alerts Alert Title Enter a title for the alert Alert Type Select the type for the alert E mai The alert wil be sent to
17. p nrao edu staff index ohp m tickets amp _a insertalert 13 Page Observer Support ALMA Atacama Large Millimeter submillimeter Array Logged in System Admin Support Center Admin CP Logout Manage Tickets Seachy NewTkket PredutmedReples Akts Faos Reports Fer Tickets CA Vien M gt ers FP Labets e A Helpdesk issues 4 Proposal Subenissi n Emergency Quek Jump BT Manage Alerts M insert Aen Onine Stati J System Admin or Observer Support Tickets Manage Aerts A Changes Prvase By ALMA New Chert Reply Private 7 E ALMA New Chert Reply Private E ALMA New Note Private E ALMA New Note Private BT ALMA New Ticket Private El ALMA New Ticket E ALMA New Ticket C TE ALMA New Ticket E ALMA New Ticket E ALMA New Ticket O Ti ALMA New Ticket O E ALMA Response Overdue ALMA Response Overdue E ALMA Response Overdue ALMA Response Overdue C E ALMA Response Overdue E ALMA Response Overdue E ALMA Response Overdue E ALMA Return to Triage E ALMA Return to Triage E ALMA Return to Triage T a 044 Nanan a Ti SEERA AEG i Figure 9 Manage alerts screen Atacama Large Millimeter submillimeter Array Tekets Search NewTeket Predefined Repies Alens Fl ers Reports Alert Options ES Delete Rute gt gt Fier Tickets E FA Vew A T Fiers JFJ Labets E Hepdesk issues is E Proposal Submission Emergency
18. rver Support Logged Inc System Amin Support Center Staff CP Logout vw Dashboard Staff Andy Baggs Edit staf Stat Geins Full Name The full mame ol the stadt user e g Joe Binge Usermannee A username fot the staff user This wi be uted to login 16 the control panets Password ii you wah bo change he password enter A mew one heng Re enter Password Fat confirm lion enie Be pa sword E mail The stati users e mai address Al alerts sent to this user will be sent ho thes address Group Speciy the group to which this staff user wi be assigned All permissions for the chosen group willbe inherited Spoom Aslds Mobile Phone Number It this staff users do receive SMS alerts enter her mobie phone number Note Enter on the telephone number without spaces deshes or other symbols Example 18005551217 mona Entes the staf user s signature The signature wil be appended to all cuigolng e mai messages Sent by the user Assaned Deparment Use Group Departments B ves No enabled ihe department permasora of the seleciod group wil be inhetied by this sal uses Assagned Departments General Queries NA Tickets Specky individual department permeson if he group access option above is not enabied General eo IEA Tickets General Queries EU Tickets Project Manning EU Tickets Project Planning NA Tickets Update Stat Figure 4 Reassign staff to other group departments 8
19. s Reports Tickets Manage Alerts Alen Title Enter a tile for the alert Alert Type Select the type for the alert E ma The alert wil be sent to staff users v a e mail SMS The alert wil be sent to staff users via Short Message Service on their mobile phone For more information on SMS please refer to the SMS gateway section of the user manual Alert Scope Select the scope of the alert if the alert is Pubic t wil be sent to al staff users Ml ss Private t wil only be sent to the Staff user who created R Alert Events Select the events that wi cause thes alert to be sent aci Suzanna tanda pl Set the alert for thus staff member Run Only For Assigned Tickets E enabled the alert wil only be sent for tickets assigned to you Fitter By Department Return to Triage EU af M a department amp selected here the alert wil only be sera for ockets web that department Otherwise al departments y an wil be used Fetter By Ticket Status All Ticket Statuses 7 M a bcket status is selected here the alert wil only be sent for bckets wath that status Otherwise al statuses wil be used Fiter By Ticket Priority All Ticket Priorities Ma ticket priorty amp selected here the alert wil only be sent for Gckets with that priorty Otherwise al priorities wil be i used For example you may wish to oniy be alerted v a SMS for the Critical priorty Dyes O no _Update Figure 12 Triage return
20. s the group access option above is not enabled 11 Page Figure 7 View tickets at another ARC Show Hide Proposal Submission Emergency department In the period of time immediately preceding the Proposal Submission deadline it is important that helpdesk staff be available around the clock to handle last minute difficulties that scientists may encounter For this reason we have defined a Proposal Submission Emergency department which can be made visible to all user groups and all Triage staff across ARCs as the deadline approaches lt is the joint responsibility of the ARCs to make sure that this task is performed each cycle 1 On the admin control panel go to Departments tab gt gt Mange Departments at this URL 2 httos alma help nrao edu admin index php m core amp a managedepartments 3 On the far right side of the page click the Edit icon for the Proposal Submission Emergency department 4 In the Department Details section select Type Public to show or Private to hide the Proposal Submission Emergency department 5 Click Update button gem Atacama Large Millimeter submillimeter Array Observer Support Logged i Sten Admin Support Center Saff CP Logout y Dashboard Depiments Proposal Submission Emergency a Opies Settings Department Details Templates Title Proposal Submission Emergency ig Mutipie departments wih the same ble are p
21. s signature The sirare wil be appended lo all cuigeang e mail messages sen by thes user PSR ER Departments Use Group Departments Ov Mo llenabisd the department permasions of the selected group wi be rherted by thes statt user Assigned Departments General Queries NA Tickets E Specty individual department permasi na d the group access option Above 6 mol enabled General Queries EA Tickets General Queries EU Tickets Project Manning EU Tickets Project Manning NA Tickets Update Staff Figure 5 Reset staff password 9 Page Elevate USS or Triage staff account to Admin privileges Note The recommended approach for assigning administrative access Is to create separate administrative accounts for each ARC so that administrative staff members can continue to participate in normal workflow 1 Log on to the Admin Control Panel and navigate to Staff tab at this URL 2 https alma help nrao edu admin index php m core amp _a managestaff 3 Find the intended staff member in the list and click the Edit icon at the far right of the page 4 Select Administrator in the Group dropdown Note that there is one Administrator group which is used by all ARCs 5 Click the Update Staff button File Edit View History Bookmarks Tools Help e EQ A ESTAN https alma help nrao edu admin index php _m core amp _a editstaffastaffid 142 Hrs a IGoogle Links News y NRAO Util
22. staff members at one ARC from gaining access into the internal workflow of the others This is another example of using the relationships to control workflow Note that administrators have the ability to set their own permissions to view all tickets in all ARCs Relationships 1 2 through 4 5 should NOT be changed except by agreement among all ARC administrators and the system administrator as these relationships can potentially have system wide effects Relationship 5 6 can be changed by individual ARC administrators based on their local staffing needs with courtesy given toward the other ARCs proprietary information 5 Page Routine maintenance The following sections cover some of the routine administrative tasks that will likely need to be performed by individual ARC administrators from time to time Add staff account Bear in mind that the terminology of the manual refers to Staff Teams rather than Groups 1 Log on to the Admin Control Panel and navigate to Staff tab Click the Insert Staff link to this URL https alma help nrao edu admin index php _m core amp _a insertstaff 2 Populate the required fields under Staff Details 3 In the Group dropdown field select the Staff Group to which this user should belong for example NA Staff 4 Inthe Assigned Departments area set Use Group Departments Yes 5 Click the Insert Staff button mm Atacama Large Millimeter submill
23. staff users via e mail SMS The alert wil be sent to staff users via Short Message Service on thes moble phone For more information on SMS please refer to the SMS gateway section of the user manual Alert Scope Select the scope of the alert If the alert ss Pubic wil be sent to al staff users I is Private wil only be sent to the Staff user who created t Alert Events Select the events that wil cause this alert to be sent Art Options Assign to Statt Set the alert for ths staf member Run Onty For Assagned Tickets If enabled the alert wil only be sent for tickets assigned to you Fitter By Department If a department is selected here the alert wil orily be sent for tickets win that department Otherwise al departments wil be used Fitter By Ticket Status if a ticket status is selected here the alert wil oniy be sent for tickets wah that status Otherwise al statuses wi be used Fitter By Ticket Priority if a ticket priority 5 selected here the alert wil only be sent for tickets wth that priority Otherwise al priorties wil be used For example you may wish to only be alerted vie SMS for the Critical priority Suzanna Randall Yes O no All Departments i All Ticket Priorities pane E Figure 11 Triage response overdue 15 Page Atacama Large Millimeter submillimeter Array Mar ever Support ALMA Search NewTckete Predefined Reples Alens Fier
24. taff Hen D Dere soria Daniel Espada despida EA Sia Dee C petete James Di Francesco d rancescoj NA Sinit iea D Dekt Doug Johnstone dobraione NA Sanit Ea E palets Dirk Petry dpetry EU Stat Hei D Delete Esico wan Kampen evicampen EU Staff EA C Delete Fete Soet Isipetu EU Sal Bee Deet Gerald Moriarty Schieven perald NA Stall Fee C Dette German node permarnode BU Stali Hee C pete Masaaki Hiramatsu hiramaliu EA Staf Fecr Dete Harvey Liszt hari NA Stali Hea Dete IRAM node ramnode EU Stalf Feat E Delete naan node tadannade EU Sta Sem 7 pete Jim Beasts brantr NA Triage ier O Dete John Hinbaed Fubar NA Stall ica pete Karura Saigo kniga EA Triage 2 edt O Delete Kely Sharp shag NA Triage Sco Dete harta Sheth ksheth NA Stat Ef cae Dee Figure 3 Delete staff member 7 Page Re assign staff to other role 1 Log on to the Admin Control Panel and navigate to Staff tab at this URL https alma help nrao edu admin index php _ m coreg 8_a managestaff 2 Find the intended staff member in the list and click the Edit icon at the far right of the page 3 Change the Group to which the staff member is assigned Staff or Triage Be sure to assign the staff member to the appropriate ARC 4 Click the Update Staff button hoo ALMA 3 Optons Staff Manage Sint Manage Groups insert Sta insertGroup Mass Mad 4 Atacama Large Millimeter submillimeter Array _ Obse
25. ument require an understanding of both the admin and staff user interfaces available via the URLs shown below Staff User Interface htips alma help nrao edu staff Admin User Interface htips alma help nrao edu admin 3 Page Software Model Conceptually the helodesk system is composed of a set of related software entities each of which has a configuration page within either the staff or admin web interface The following diagram illustrates the relationships between the various components of the helpdesk system The creation of users and the association of users to user groups are performed automatically by the system when a user registers in the ALMA Science Portal Staff should NOT add users manually Figure 1 Software component relationships 1 Observers Users 2 User Groups 3 Template Groups 4 Depariments Ticket Categories 5 Staff Groups 6 Staff Members USS Triage Admin When a template group is created a collection of templates is generated automatically and associated with that group Customization of templates in one group does not affect templates in other groups T Templates web page elements Tickets The directions of the arrows indicate from which component a relationship is defined For example the association of a staff member to a particular group is determined in the web interface from the edit staff member page Likewise d
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