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Q - How Does My Request Flow Through the System and How Do I Get Notified of Results?
A - 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 your partner country. If they are unable to resolve it, it will be escalated to Gemini staff. You should receive a response acknowledging your request or escalation at each tier within three working days.
In the case of data reduction requests, the NGO staff member will, if the source of the problem is not easily ascertained from the information you provided, attempt to reproduce the problem with the same data set and current DR package release. If this does not produce a solution, the NGO will then refer the request to Gemini staff.
Q - How Do I Update a HelpDesk Request?
A - 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 bottom 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?
A - 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. Resolved requests automatically close after 14 days.
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 bottom 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.