Q - How Does My Request Flow Through the System and How Do I Get Notified of Results?

Once your request has been successfully submitted into the system it is automatically assigned to a HelpDesk support staff member. Initially this will be someone from the National Office of the country you registered under. If they are unable to resolve it, it will be escalated to Gemini staff.

After the support staff member has looked at your request they may be able to resolve your request immediately.In other cases the response may require more thought and the staff member may work a little on it immediately and resolve it later.

If any support staff member works on your request this logged in the HelpDesk system and you will receive an e-mail from the system informing you that work has been done on your request. This e-mail includes the URL to log into the HelpDesk and search for your request so you can see the work done.

If a support staff member resolves your request then you will receive an e-mail giving the details of the solution to your request as well as a log of any work done on your request.

Q - How Do I Update a HelpDesk Request?

If you wish to add more information to a request that you have submitted, then please follow the link given in the last email you have received from the Helpdesk. This will take you to the "Update page" for your request; the address is of the form http://helpdesk.gemini.edu/cgi-bin/helpdesk/arshelpupdate.cgi?id=NNNNNNNNN where NNNNNNNNN is the ID number of your helpdesk request.

If you wish to comment on or modify the request then please enter your comments in the text box in this page labelled "Work Done". You can now append more information to the Details section of the request and then click on the "Update" button at the button of the page. The staff member assigned to your case will automatically be notified that you have updated your request.

Q - How Do I Re-open a Resolved Request?

After responding to your request, the assigned staff member will normally set its status to resolved. However, in some cases it may be that they have failed to answer your question. You have the opportunity to re-open the request and ask the HelpDesk support staff to provide more information.

Once a HelpDesk request has been resolved you have 14 days to either close the request if you are satisfied with the response or re-open it if you are unsatisfied with the answer. If you do not close the request or attempt to re-open it within 14 days we will assume that you are satisfied and the system will automatically close the request.

To re-open a resolved request please follow the link in the last email you have received from the Helpdesk. This will take you to the "Update page" for your request; the address is of the form http://helpdesk.gemini.edu/cgi-bin/helpdesk/arshelpupdate.cgi?id=NNNNNNNNN where NNNNNNNNN is the ID number of your helpdesk request.

You can enter your comments in the text box in this page labelled "Work Done" and then click on the "Update" button at the button of the page. The system will then automatically re-open the request, you will receive e-mail confirmation and the support staff will be notified.

Last update April 21st, 2008; A. Verma & R. Mason
In original form; Simon Chan