Attendees:
Discuss results from RP Forum/Support meeting in Boston (see below the agenda)
Discuss Item 8 - Ticketing System
Outcomes from ACCESS Support meeting in Boston:
Invite RPs to the next quarterly meeting (September 25 and 26, 2024) and future meetings.
Link to agenda with Zoom coodinates shared in RP-ACCESS Communications Slack as well as via rp-forum mailing list.
Future meetings will be shared with details TBD
Communication continuance between the RPs and ACCESS
Awareness for the RPs of upcoming tools being developed or services being provided by ACCESS
Awareness of trainings, offerings, pain points, etc. by the RPs
Next step 1: Make sure agenda for the RP Forum/Coordination meetings are put out at least two days in advance and populated with topic items.
Next step 2: RPs are encouraged to join Slack to make contributions to the Forum agendas
Next step 3: ACCESS should have a dedicated attendee(s) at these meetings.
System alerts for RPs on changes/planned outages
A conceptual plan will be developed by Operations and brought to an upcoming RP Forum meeting
Better integration of ACCESS IDs, training, calendar & registration
Put the registration process behind an ACCESS login
Filter training based on what’s successful
Next step: Allocations and Support can have a conceptual conversation, then show to RPs, likely at an upcoming RP Forum meeting
ACCESS Support asked for RPs to populate trainings on the ACCESS website page
**This is an RP action item**
Webpage: https://support.access-ci.org/events
In-person meetings 2X/year
coinciding with community in-person events (such as PEARC)
It was desired to have a meeting this spring and another at PEARC. A suggestion was brought up to coincide with in-person Maximize allocation events, although it was pointed out this may not be feasible
Next step: Support will take the lead to organize a spring RP Workshop. Will report out plans to RPs.
Metrics/XDMoD
People were unsure how to harness the data
Next step: We’ll have the Metrics team talk about ways to condense the information and relay it to the RPs.
Ticketing system
This was a contentious topic:
Issues noted:
Too many places to enter the ticket system (Support, Allocations, Operations) – different options for each!
Too many options to click through (~15 different Ops buckets)
Users could be confused by the terms/jargon
Tickets living in multiple buckets
Ops ticket options don’t make sense, they refer to integration which is not always the case
Can’t move tickets to another queue as an RP
No notifications if a ticket is submitted somewhere, then moved into a new queue
No longer immediate updates to status due to the JSM limits
Not enough ticket agents due to JSM limits
Not enough eyeballs on the queues
Next step: Support and Operations will need to connect on this issue. As you can imagine this one is a bit more intricate. You will receive a report out on next steps after the quarterly.