BLC HelpDesk Operator Help

General Rules

• Calls should be resolved as soon as possible. Only exceptionally should a call be open for more than a day. Usually, only URGENT calls come in here. If the solution takes more than a day, it might be appropriate to move it to the beam line support project.
• Please log all calls, even short ones.
• Always log Component (beamline) and Reporter (if you took it on the phone)
  
• If you're busy, get the on-callers involved. If short on man power, just get everybody involved. Our aim is to solve problems fast, on a best effort basis.
• Calls concerning system administration can be forwarded immediately to the SC/TID Hotline, but you can give it a try, if you wish.
• We are in collaboration with ESL (Electronics Support Laboratory, see reference link below for telephone numbers of its members), so they may call you to log a call (getting less and less frequent) and we forward calls to them, e.g. ICEPAP.
  

Telephone (40-04) handling

The phone should be answered 08:00-17:00 workdays (you are, however, allowed to go for a pee, the phone takes messages). Outside these hours the users should call 25-25 and you can leave the users to talk to the answering machine.

The code for the answering machine is the same as the On-call phone.

Just grab the HelpDesk phone (It is usually on  Holger's desk).  Make sure the forwarding to the answering machine is on (a bent arrow should be visible). Otherwise, put on the answering machine: 417680. 

• Note that you can forward your own calls to the HelpDesk phone to not carry two phones:
  

1. On your own phone do : 434004.
2. Cancel forwarding by dialling 44.
   

Please do not forward the HelpDesk phone to your own phone. You won't know if someone called the HelpDesk phone, while you were on the phone.

JIRA handling

Log in as yourself and have JIRA open with the correct filter and check it regularly. Issues entered over the web form, don't have any components set.

• Put Filter Results on your dashboard. In Popular you have Urgent HelpDesk calls not assigned. Set refresh interval to Every 15 minutes.
• Any new call, try to get back to the user to qualify it and then find a qualified person to take it. That person will do a "Assign to me". You should make sure it is worked on and closed within the day.
• Everybody at the ESRF is known to JIRA and may be assigned as reporter. Please use the callers name to set the reporter field.
  

BLC laptop

• You can bring it with you (see Holger or Staffan who keeps it).
• Log in as opblc (password - as specadm).
• You are linked to ESRF Staff network and should get signal nearly everywhere in EXPH.
• If you need more software on it, please talk to Holger or Staffan
  

Reference Links that might help you

• Official HelpDesk page
• DAU HelpDesk persons (for help)
• ESL HelpDesk guidelines (for beamline correspondents)
• Detector Unit Qualifications (for help)