1. SCS Computing Facilities Help Desk Requests 11 November 2003

2. SCS Computing Facilities2

3. 3 How requests are made Email –help@cs.cmu.edu Walk-ins –3613 Wean Hall Telephone –268-4231

4. SCS Computing Facilities4 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

5. SCS Computing Facilities5 The Help Desk Role Routine Administrative tasks User accounts Problem classification and reassignment

6. SCS Computing Facilities6 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....

7. SCS Computing Facilities7 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.

8. SCS Computing Facilities8 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.

9. SCS Computing Facilities9 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.

10. SCS Computing Facilities10 Remedy Demo Sit back and enjoy the wonderful Remedy Action request System