Searching and the HelpDesk

Written by zhangyuan January 23, 2008 11:47

Lost in the maze of information? There are three routes to finding help:

	Use our search engine to search the Gemini web pages. (There must be a local copy of the search engine to use this feature at one of the mirror sites. Alternatively you can use the search engine at Gemini Observatory).
	Contact Gemini Observatory and National Gemini Office support staff (see below) by submitting your request for information as a first-time HelpDesk user or as a registered HelpDesk user (opened in a new browser window). For more information on what happens next (the workflow), how to update request details and how to re-open a 'resolved' request, please see HelpDesk follow-up.
	There is a streamlined interface to the HelpDesk for Phase II science program queries. This is keyed to your Gemini Program ID (e.g GS-2002B-Q-5); access instructions are distributed along with the Phase II skeleton science programs. Log in and submit a Phase II query.
	Some previous HelpDesk questions have been added to a knowledgebase. (HelpDesk queries are also used to improve the static web pages and so not all questions are put in the knowledgebase). You can search the knowledgebase for solutions to previous queries (opened in a new browser window).
	The contents of the knowledgebase will vary from time to time as they are used to update and improve the static web pages. After major web page updates, the knowledgebase will be pruned of obsolete entries.

The Gemini HelpDesk is the primary means by which individuals can make requests for information to the support staff. The support staff are distributed throughout the Gemini partnership: at the Gemini Observatory, within National Gemini Offices and elsewhere. The HelpDesk system takes care of routing, tracking, escalation and aids in the resolution of requests. You can track the status of your query via the HelpDesk and will be e-mailed when work is done on your request.

In broad terms, the division of responsibilities between Gemini staff and the National Offices is:

• National Offices
  • Pre-observation (Phase I proposal and Phase II observation definition) and post-observation (data processing) off-site support.
  • First point of contact for user requests, which can be distributed to a wider support network and/or escalated to other National Offices or Gemini staff if necessary (see HelpDesk structure for more details).
• Gemini
  • Observation execution and on-site support (e.g. via Contact Scientists).
  • Expert support for user requests.

The handover of responsibility, from the National Offices to Gemini, for direct communication with queue and classical applicants occurs upon acceptance of their detailed Phase II programme into the Active Observing Database (see a description of the Phase II process for more details). 

See the contents list for further information about how the HelpDesk is structured, who is responsible for responding to your request and to learn more about the HelpDesk system itself.

There is also a copy of the paper (240kB; Gemini preprint #56; Chan & Puxley 2000, SPIE, 4010, 72) and powerpoint presentation (360kB) from SPIE ( Munich 2000) describing the HelpDesk.