ACS+WFPC2 Group Schedules
Help Desk Schedule
Please see the AWT Help Desk Discussion wiki page--which no longer exists-- for the AWT Help Desk schedule.
ACS and WFPC2 Helpdesks are combined. The DA is responsible for both helpdesks.
The help desk changes over to the next person at 1pm on Friday of each week.
The person assigned to the following week is the immediate backup for the current week. Please email them directly with a CC to Ray.
Helpdesk Procedure
Expertise List
Please see the Expertise List on the AWT Help Desk wiki page.
Using Aruser
STARTING ARUSER: in your home directory there should be a directory called arHome/ in arHome there should be a directory called arcmds/ this is where your macros will be. There is one for the ACS+ WFPC2 group called Redirect_ACS.arq This redirects the "ACS" Helpdesk account to the next DA. Directions for using this macro are below
You should not have to be in your home directory to start aruser.
OPEN ARUSER BY TYPING:
- > aruser &
- Click on "File" in the main Toolbar
- Click on "recent new Form"
- Click on "Prototype Launch Pad"
- Click on "SISD"
- Click on "ACS" or "WFPC2"
use the "edit" button on the right to type a response. When you send the question, the GO's email address is the default, change it if you are assigning the call the an IS. for an IS make sure the "all text contained in log" is toggled.
When you have finished answering a question set the call to "Resolved"
The ACS account should be set up to reopen any resolved questions if the GO decides to reply again.
Using Citrix
There is a way to run arUser in the Citrix environment. Open citrix: >citrix & use your citrix password to log in. double click the Remedy User icon. use your aruser username and password to open aruser.
Using the Web Interface
aruser has a web interface at http://ars.stsci.edu use your aruser username and password to log in. click on process requests
you should get a page that looks a lot like the old helpdesk interface.
half way down the page you can type in your username and click search all of your calls will come up in the box at the top of the page. you can click on one to highlight it then in the box at the bottom of the page you can click on the book icon next to request log to get the actual text and edit from there.
Or view help calls on the web with the /institute/itsd/ARSystem/RemedySearchbyPlatform -- obsolete Remedy platform search .
Macro to redirect ACS calls
At the end of your helpdesk rotation, you should change the ACS user preferences's email address from yourself to the next DA in the rotation. New calls assigned to the ACS platform will then be redirected to their email address.
Use this macro to easily make this change without having to search for the user profile by hand. Save the macro in your ~/arHome/arcmds directory to Redirect_ACS.arq.
Then go to Tools/Run Macro in Remedy, choose the macro, click OK, and you will then be prompted for the username to redirect any new ACS or WFPC2 helpcalls.