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BLC HelpDesk Guidelines

last modified 11-02-2011 12:56

Information for Blissers on how to use the BLC HelpDesk

When you are called directly on an URGENT issue: 

 Definition of  Urgent: see the Beamline Support Page

  • Please create a ticket in the Project Beamline Helpdesk or ask the Help Desk responsible (Holger or Staffan) to create it for you.

    If you create it yourself:
  1. Create a ticket via the Helpdesk Form (fill in the user's e-mail and identity) or create it in Jira, set the creator to the user, who got in touch with you.
  2. Log into JIRA
  3. Locate the ticket - HelpDesk Project - Open (last created)
  4. Select it to finish up the creation of the Issue:
  • Select beamline(s) and Direct Contact as Component/s (Ctrl+Click to select several components).
  • Click on Assign to Me

   Once you have solved the problem:
  1. Click on More Actions -> Log work. Enter time spent and a small description on what you did and how you solved it. Click on log.
  2. Click on the issue again and select Close (No further message is needed)

 

When you are Given a HelpDesk call by the Help Desk:

  • Log into JIRA
  • You should see the call on your right in the box Assigned to Me
  • Once you have solved the problem: 
  1. Click on the Issue (Summary or Key both work). The Issue will open
  2. Click on More Actions -> Log work. Enter time spent and a small description on what you did and how you solved it. Click on log.
  3. Click on the issue again and select Close (No further message is needed)

 

Reference Links that might help you

 
 
European Synchrotron Radiation Facility