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(U//FOUO) The Transition of HIGHTIDE/SKYWRITER and SIGINT on
Demand Help Functions to the ITSC: How's It Going?
FROM:
Chief, Reporting Tools Branch (S1221)
Run Date: 10/29/2004
Transition of "help desk" support from S1221 to the IT Support Center goes pretty smoothly;
tips on how best to get the help you need (U//FOUO)
(U//FOUO) The SKYWRITER/HIGHTIDE and SIGINT On Demand (SOD) first-tier "Help Desk"
transferred its functions from the Customer Response Reporting Tools Branch to ITSC
('Remedy') on 24 May 2004 -- with virtually no degradation or interruption of services and little
outward indication of turmoil! Well, almost....
(U//FOUO) Notwithstanding the detailed planning and training that preceded the transfer, there
was the usual outbreak of frayed nerves and user anxiety that seems to accompany
organizational change of any kind. For the most part, however, analysts and reporters continued
to receive rapid, effective solutions to their problems during the transition period. Actually,
service has improved steadily over the past six months as our ITI* first-responders have gained
experience in handling and routing requests for help. Nevertheless, the Reporting Tools Branch
and ITSC continue to monitor the process and have a few suggestions we hope will greatly
improve your customer service experience.
(U//FOUO) ITSC continues to receive a high volume of help requests dealing with
SKYWRITER/HIGHTIDE and SOD user accounts and group permissions. One way that analysts
can help reduce the number of these requests is to take advantage of the many
experienced users who abound throughout the analytical groups. Often, just by asking a
colleague, an analyst can get the answer to questions without initiating a formal ticket and the
tracking activity that often ensues.
(U//FOUO) Almost as important as the expert users who can help in a pinch are the numerous
working aids and references that are available. For help using SKYWRITER/HIGHTIDE,
there are links to numerous aids on the SKYWRITER/HIGHTIDE homepage ("go skywriter" or "go
hightide"); these include the system users manual and the SKYWRITER/HIGHTIDE/SKYCAST
working aid. For SOD, the homepage ("go sigint on demand" or "go sod") also has links to an
excellent on-line users guide and new workings aids for the autosource and multimedia
functions. In addition to these formal documents, there are "home grown" working aids available
in most of the analytical offices. Get to know who has or maintains them and what they can do
for you.
(U//FOUO) Lastly, getting requests to the right office will often expedite resolution of most
problems. The most common help requests not related to SKYWRITER/HIGHTIDE and SOD,
involve metrics, policy, or storage and retrieval. The following offices are well equipped to
respond to requests for information on these topics:
Metrics:
Reporting Policy:
Storage/Retrieval of Product Reports:
(U//FOUO) But remember, SERVICE is the mission of ITSC and the Reporting Tools Branch. If
you can't get local help in solving your problem quickly, if the available references and working
aids don't seem to help, or if you simply don't have the time to bother with these and need help
fast, by all means,
, or submit a trouble ticket via the
Information Technology Support Center web site ("go itsc"). The ITSC will either provide a
response or route your request to an office or person who can.
(U) Notes:
*ITI = Information Technology Infrastructure
"(U//FOUO) SIDtoday articles may not be republished or reposted outside NSANet
without the consent of S0121 (DL sid_comms)."
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DERIVED FROM: NSA/CSSM 1-52, DATED 08 JAN 2007 DECLASSIFY ON: 20320108