SCS Computing Facilities

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SCS Computing Facilities

• Help Desk Requests
• 11 November 2003

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(No Transcript)
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How requests are made

• Email
• help_at_cs.cmu.edu
• Walk-ins
• 3613 Wean Hall
• Telephone
• 268-4231

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How we resolve a request

• We have three tiers (or levels) of support
• that we use in resolving tickets
• I. The Help Center
• II. The Specialized Groups
• III. The Programmers

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The Help Desk Role

• Routine Administrative tasks
• User accounts
• Problem classification and reassignment

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Help Desk continued

• Tickets move from Tier I to II when the Help
  Center is unable to resolve it by themselves (or
  time expires or whatever else...).
• Tickets move from Tier II to III when Tier II is
  unable to resolve it e.g., when the source code
  needs to be looked at, or when the interaction of
  some systems is very unusual, or ...something
  else....

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What happens to a request

• The Help Desk receives the request via email,
  telephone or walk-in.
• We try to resolve the ticket. If we can then we
  notify the user that the ticket is resolved.
• We can not resolve the ticket, we check for
  machine support status (if applicable) and assign
  the ticket to the appropriate group.
• The group will work with the user to resolve the
  ticket.

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More happenings

• Often there are handoffs betweens groups after
  some initial investigating or due to workload.
• Tiers II and III often tell the Help Desk what to
  look for in the future so the problems can be
  solved quicker.

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Purchasing

• The Purchasing Group is one Tier II, but the Help
  Desk does very little in the way of purchasing.
• The Purchasing Group handles technical
  procurement and software licensing.

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Remedy Demo

• Sit back and enjoy the wonderful Remedy Action
  request System