Changes between Version 15 and Version 16 of CmsHelpdesk

Timestamp:

24/11/15 15:38:56 (19 months ago)

Author:

annette

Comment:

—

CmsHelpdesk

@@ -10 +10 @@
 }}}
 
-In order to raise a new query you need to be an authorised NCAS user or a UK academic user.[[BR]]
+In order to raise a new query you need to be an authorised user.[[BR]]
 
 Login with your Helpdesk username/password (which you will have received when you registered for PUMA) and then select "New Ticket" from the menu bar above.[[BR]]
 
-If you don't have an account then please contact ncas-umsupport (at) lists.reading.ac.uk 
+If you don't have an account then please [wiki:ContactUs email us] to request one. 
 
-[BeginnersGuideToUmHelpdesk User guide for the UM helpdesk] 
+== User guide for the UM helpdesk == 
 
-[AdministratorGuideToTickets Administrator's guide to editing tickets]
+=== Before raising a query === 
+
+First search the helpdesk to see if this issue has been raised before. If you have access to the Met Office collaboration Twiki check their guide for [http://collab.metoffice.gov.uk/twiki/bin/view/Support/UnifiedModelErrors resolving common UM error messages]. 
+
+If your query relates to Archer, make sure that your {{{/home}}} and {{{/work}}} spaces are visible to the CMS team. To do so run the following commands: 
+{{{
+chmod -R g+rX /home/n02/n02/<your-username>
+chmod -R g+rX /work/n02/n02/<your-username>
+}}}
+
+=== Raising a query ===
+
+To create a new ticket (ticket is the equivalent of a query/issue), you need to login to Trac.  Trac has a menu bar at the top; Click on login.  Enter the login name you have been supplied with and your password.  
+
+Note: Your trac username is the same as the username you use to log in to puma, but the password is different. You will have been supplied with a password when you were given a puma account.
+
+Once logged in, you should see the menu bar change slightly: A message 'logged in as...' will have appeared as well as a menu bar option to create a New Ticket.
+
+Click on the 'New Ticket' option and a form entitled '''Create New Ticket''' should appear.  You should now fill in the following items:
+
+    * Summary - A brief description summarizing the problem or issue.
+    * Description - The body of the ticket. A good description of the problem - should be specific, descriptive and to the point.
+    * Type - The nature of the ticket (for example, defect or enhancement request) 
+    * Component - The project module or subsystem this ticket concerns.
+    * Cc - A list of other associated people who want to be kept informed of the progress of the ticket. 
+    * UM Version - Version that this ticket pertains to.
+    * Priority - The importance of this issue, ranging from trivial to blocker.
+    * Keywords - These can be any words that might help other users when searching the helpdesk.
+    * Platform - The machine where the issue occurs, for example puma or Archer.
+
+[[span(style=color: #FF0000, Do not edit the reporter or owner fields. Having your username as the reporter ensure you will be emailed with any updates to your issue. If you edit the owner then the CMS team will not be alerted to the creating of your ticket and therefore may not respond.)]]
+
+Use the '''Preview''' button to see what the results of your formatting look like.  Once you are happy click '''Submit changes'''.
+
+The ticket will be entered into the system and the relevant members of the helpdesk will be emailed.   
+
+=== Changing and commenting tickets ===
+
+Once a ticket has been entered into Trac, you can at any time change the information by annotating the ticket. This means changes and comments to the ticket are logged as a part of the ticket itself.
+
+When viewing a ticket, the history of changes will appear below the main ticket area.
+
+We use ticket comments to reply to the issues and to inform of progress. Updates to the tickets are then notified to the reporter, owner and anyone listed in the Cc list.
+
+Note: An important feature is being able to use TracLinks and WikiFormatting in ticket descriptions and comments. Use TracLinks to refer to other issues, changesets or files to make your ticket more specific and easier to understand. 
+
+=== Information to include in a ticket === 
+
+Include as much information as is relevant, but especially: 
+
+* Be sure to include the id of the UM job (eg xbcde). 
+
+* Cut and paste any error messages you have. 
+
+* Provide the full path to the {{{.leave}}} or other log file containing the error. 
+
+== Administrator's guide to editing tickets == 
+
+Information for CMS staff answering queries: AdministratorGuideToTickets