Helpdesk

Attachments

Currently:

• Users are not allowed to attach confidential files in their reply to ticket by email
• Alternatives:
  • They can attach the file when they reply from the ticket's page
  • We have to send link to drop area (hassle)
  • Users create new tickets to send attachments (hassle)
    • ex. tickets 1191, 1192, 1193, 1194

Solutions?

TT

Strange things...

• It seems using the helpdesk is not intuitive for many users
  • ​Sometimes, a lot of back and forth betwen the user and the PM in parallel with the discussion in the ticket itself, to inform the PM about the discussion in the ticket..

PM

(about how to use the helpdesk)

Mini-training

Clearly specify:

• where the problem is:
  • ​Project / file
  • Segment number(s)
• what you would expect to see
• what do you see instead

Files

• Provide the path to the project package in the server or attach it to the ticket.

(about how to use the helpdesk)

Mini-training

Not strictly necessary, but nice:

• Sign your messages (at least the first one, when you create the ticket) with your name.
• Please say thanks, and confirm when the problem is solved.

(about how to use the helpdesk)

Mini-training

You cannot create a ticket by email

• You must log in to the Helpdesk and do so there. 

However, you can reply to tickets:

• Either by email, replying to the notification in your email client,
• Or in the Helpdesk, accessing the ticket and clicking the Send message button

PMs should not helpdesk

• The PM might think that she knows what the best solution to the problem or the best answer to the question is, and that might be the case but might not.
• The Hespdesk is a KB: when one support agent handles an issue and documents the solution in the ticket, the information is there for the others to find and use.
• The tech team must be aware of what issues users are having, so that we can: 
  • report issues to OmegaT dev team
  • update customization files
  • update training materials and UG
  • keep track of users' helpdesk history

PMs should not helpdesk

UNLESS:

• the PM is 200% sure that they know the answer, and
• the PM is 100% sure that they can be 200% sure
• they want the TT to start managing projects :D

To be in the loop, we can add the PM as a follower to the ticket, if we know who the PM is.

in a nutshell

Users should create a ticket if they have an OmegaT-related problem or question

Our Helpdesks:

• OmegaT for PISA
• OmegaT for PIAAC

• Helpdesk for OmegaT users

  • catch-all helpdek for all projects other than PISA/PIAAC)

• Helpdesk - internal ??

  • for any technical matters (OmegaT, CAT tools, cApps, file prepping, etc.)

• Odoo customization requests