.. highlight:: bash

User Support
============

At Allegro we offer various kinds of user support. That happens on a low level
for proposal preparation or help with CASA. But two big points should be
highlighted here, since they require a bit of extra attention: *PI projects* and
*face-to-face visits*.

Types of User Support
---------------------

PI Projects
^^^^^^^^^^^^^^^^

PI projects are a dedicated category in our project management classification.
Such a project generally starts after the approval of the ALMA project with the
preparation of the scheduling blocks (SB).

Generating a PI project with the :ref:`lab-pm-wizard` results in the creation
of two extra directories in the project root directory:

* ``sb``: In this directory, the different versions of the scheduling blocks can
  be saved.

* ``proposal``: Here you can store the proposal. A PDF version of the proposal
  can be extracted from the SB ``.aot``-file by calling ::

  $ proposal_from_aot.sh aot-file

After data acquisition, the PI can ask you to support them with data calibration
and imaging. This can then lead to a face-to-face visit.


Face-to-face Visits
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

A face-to-face visit can be when a user visits Allegro to get support for
ALMA data. That can be either a PI with some recently obtained data, a
scientist who wants to work on some archival data, or simply somebody
who wants to know more about interferometry.

The project category for face-to-face visits would generally be the
*open project* (unless it is a PI, which is already handled by us through the
*PI project*).

If the user brings along data, he/she can grant you access to the dataset, which
should be copied and extracted into the ``archive`` directory. Make sure to
set the permissions properly.

.. warning:: Data in the archive should never be modified! Set the permissions
   properly by calling ::

    $ allegro_permissions.sh archive
   
   in the ``archive`` directory. This calls ``chmod -R go=u,go-w *``, which
   recursively sets the same permission for all users, but removing write
   permission for all but the owner (which is user ``alma``).

When the user is not a member of the Sterrewacht, we can give him/her a
temporary user account. We have 5 accounts called ``allegro*`` available.
Visitor accounts can be activated by using the ``visitor`` tab of the project
manager wizard.

After the face-to-face visit ends, the visitor and the contact person should
fill out questionnaires:

* `End-of-mission Report <http://www.eso.org/extra/surveys/index.php?sid=13213&lang=en>`_
  for the Allegro contact
* `Face-to-face visit feedback form <http://www.eso.org/extra/surveys/index.php?sid=94723&lang=en>`_
  for the visitor


Communication with the User
------------------------------------------

Generally, communication with the user happens through the
`ALMA helpdesk system <https://help.almascience.org/staff>`_. In case of
PI projects, a ticket is opened by ESO and assigned to the Contact Scientist.
For face-to-face visits, a ticket is opened by the visitor and assigned to
the general Allegro account ``allegronode``.

Ticket Status
^^^^^^^^^^^^^

================ ======================================
 Status           Action         
================ ======================================
 open             user awaits reaction from you
 pending          you wait for an answer from the user
 on hold          waiting for input from other side
 resolved         problem solved
================ ======================================

A typical sequence for a **PI project** might be:

* The ticket is opened by ESO and assigned to you (Status: **open**)
* Set the status to **pending**, since ESO already has provided an intro message
* Once you have the SB-file (``*.aot``) from the JIRA ticket,
  check it, and send it to the user (Status: still **pending**)
* The user replies - either he/she approves or has questions (Status:
  switches to **open**)
* After a few rounds, the PI accepts the SB. Inform the P2G through the JIRA
  ticket about the approval. Set the status to **on hold**.

  .. note:: Note that the PI has to write the acceptance (include also the
     SB Version that is accepted) into the ticket.

* Wait for the observations to be taken. After delivery of the data, set the
  status to **resolved**.


A typical sequence for a **face-to-face visit** might be:

* The ticket is opened by the user and assigned to the Allegro account.
  (Status: **open**)
* Decide with the user the details of the visit. After you've agreed on a date
  you can set the status to **on hold**.
* After the visit, set the status to **resolved**.