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 
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.