The departments are organized by telescope (VLA, GBT, VLBA), and we
currently only have 4 departments that users will select for their GBT
submitted tickets. There is an additional department related to the
TAC proposal process for which only Toney would address.
Questions about GBT capabilities and the proposal process are
typically submited to this department.
VLA/GBT/VLBA Proposal Review - Questions from NRAO SRP and
TAC members, Proposal Handling Tool (PHT)
Locally, only Toney
and Jim Jackson would address these questions which are related to the
proposal review process (TAC/SRP questions).
GBT Observing - Observing support, script preparation,
ASTRID, CLEO, GFM. Project status and scheduling information at
dss.gb.nrao.edu.
Many types of questions are submitted here.
Questions associated to a specific GBT project number may be assign to
the project friend. The department description includes a direct link
to the DSS to address project status and scheduling information.
GBT Data Reduction and Data Access - GBT data processing,
pipeline, gbtidl, PRESTO and GBT data access and archive
questions.
GBT data questions are submitted here. Note that
the NRAO Archive Data Retrieval Department no longer includes the GBT.
We have a FAQ for GBT archive access and will update the FAQ as the
archive progresses.
GBT and GBO General Queries - Webpages, documentation, all
other queries/issues. Reservations for Green Bank visitors:
GBORS. Instructions for requesting new Green Bank computer accounts:
GBO Computer Accounts.
We include direct links to GBORS and the
web-page for requesting new computer accounts in the department
description.
GBT HelpDesk Practices
All science staff will receive notifications for all incoming new
GBT/GBO tickets.
New tickets will be assign to staff, typically by the DAs or
Toney based on staff expertise and availability. Tickets should be
assign to the project friend for tickets connected to specific GBT
projects.
Tickets can be re-assigned to other staff as needed, and tickets
can be moved to other departments as appropriate.
When assigned a ticket, the assigned staff is expected to respond
to the ticket.
If the questions are simple and can be answered fully, the agent
can reply with a ticket status of resolved. The default status
after an agent response is Awaiting User.
The user or agent can close off a ticket by marking it as
resolved. A user can re-open a resolved ticket for up to one year,
after which the ticket will be archived.
If the ticket cannot be solved quickly, e.g., depends on new
software/hardware, the ticket can be put in the pending/on-hold
status. Pending tickets will be left in this state indefinitely
until their status is changed.
Agents can individully update their notification rules. The GBO
HelpDesk admin could remove this access if this is decided.
Agents can setup their interface view, make personal filters,
and snippets (template responses).
Postdocs are not assigned HelpDesk agent responsibilties. Only
science staff are assigned as HelpDesk agents.
Tickets related to software need to be assigned to a scientist
who would work with software. The scientist would handle the user
ticket and the software person would track the issue in their JIRA
system as needed.
Only reply to GBT/GBO related tickets. Some VLA/VLBA tickets
will be visible given our overlapping departments (e.g.,
VLA/GBT/VLBA Proposing department).
How-To for Agents
To update your profile information, click on the user icon with
the drop down menu at the upper right and select preferences. You
can update your Name, email, phone number,time zoon, and password
and other items.
Within your profile box, click on Ticket Notifications to set up
how you want the system to notify you. You should select next to My
tickets: New Ticket, Assignment, User Message, as well as Agent
Message, Agent Note, and property change. If you want to follow
other tickets that are not assign to you, select notifications next
to Tickets | Follow. If you want to see all new Tickets for any
department you have permissions for, select "All Tickets" under New
Ticket column. There are lots of possibilities here including using
the ticket filters with your notifications.
Click on "My Tickets" to see your tickets currently awaiting
agent. After you respond and the ticket is awaiting user or
resolved, or in the pending state, this will go way from your active
list.
To see other tickets click on one of the Filter options, e.g.,
Awaitng Agent, Awaiting User, Resolved, and Archived. The GBT/GBO
all tickets filter was setup to see all GBT/GBO tickets including
the pending tickets.
It may be helpful to set up a personal filter to show all of your
tickets (regardless of status). This can be done by clicking the "gear"
icon next to FILTERS under the Tickets column. This will open a new
window, and click on "Create Filter" (upper right of window). A new
filter window will pop up. Make a title and click "+ Add criteria".
Select Assigned Agent with your name (select "me"), and I also
recommend select Followers by adding another criteria
to show the tickets you want to follow as well. After you click
save, the system will leave the window open for awhile and then
automatically re-load the interface showing your newly created
filter at the top of the filter listings.
If you are answering tickets with the same information over and
over again, you can make a "snippet". This is done under the
REPLY/NOTE/FORWARD bar in the ticket response, by clicking the
"Snippets" icon. You can pick from existing snippets or make a new
one by clicking the +Snippet at the top. To the left you can filter
on your Snippets by clicking SHOW My Snippets. You can short-hand
your snippet to automatically fill in the ticket, e.g., %GBT_CIS%
will automatically fill in a ticket reply pointing the user to the
e-mail needed for CIS when requesting a new computer account.
It is helpful to provide Knowledgebase/FAQ articles for users.
This can be done by clicking on the A| (Publish) icon on the far
left column. Then click on the big white + sign in a blue box on
the top action bar. Make a new Title and select the GBT under
Category to go under the GBT knowledgebase.
To get to the ticket view, click the letter icon at the far left.
Contact the GBO HelpDesk Admin (David) if you need your password
reset.
Listing of GBT Knowledgebase Articles
GBT Data Archive
GBT Computing Accounts
GBT Dynamic Scheduling System
Adding an investigator to a GBT project in the DSS
GBT Computing Issues
VEGAS Configurations
GBT Observer's Web Documentation
HelpDesk Assignments
The initial "triage" is assigned to the DAs, but all staff can take and assign
tickets as they see fit.
Tickets associated to a project should be handled by their
project friend.
Toney should handle policy questions, DSS, or scheduling questions.
Brenne, Ellie, David will handle the archive data requests and questions.
Pulsar and VEGAS questions should go to Ryan.
RFI questions should go to Karen.
Gridder questions should go Jay.
Questions can be assigned to the on-call scientist, especially if
the issue requires an immediate response.
The DAs have the authority to assign tickets as they see fit and
are encouraged to distribute the tickets among the science staff.
How-To for Admin
Login and click admin icon at the top, or if in the agent
profile, click on the gear icon at the left to get to the admin
interface.
Reset an agent's password: Select on Agents and pick agent.
Click on the gear icon to the upper right and select the reset
password under the pull down menu.
Change department descriptions: Select Telescopee Settings at
bottom left. Click on the Dept Descriptions upper right tab. Edit
the text boxe(s) and click update button on the bottom of the page.
Select departments to be shown under the GBT tab: Click on one
and then hold mac-key and select other departments. Click update
when done.
To make new department: From the Admin interface, click
tickets and select Departments from pull down menu. Click + New
Department at the bottom of the department listing.
Set department sessions: From the Admin interface, click tickets
and select Departments from pull down menu. Select department and
click permissions tab at the top. Select based on groups and select
full access for GBO general depts (only other GBT catagory is
VLA/VLBA/GBT proposing and review), which will then give permissions
to staff full access associated to these departments.
Set department access to agent: From the admin interface, select
an agent and under Permission Groups select "GBO general depts"
which is all GBT/GBO departments except for the proposal review.
Set permission groups: From admin interface, select agents and
then select Permission Groups and select the group from the Agent
Permission Groups listing in the middle column. This will allow one
to edit which departments are associated with this group and which
staff are given permissions for this set of departments.
