DOCS System Configuration Management Plan - U.S. Department of ...

Document Online Coordination System(DOCS)Help Desk ProceduresA. DOCS user calls respective program office AOSS Help Desk.B. Program office AOSS Help Desk creates and assigns incident.C. Program office AOSS support team visits user to assess problem.1. If problem is not related to DOCS, the program office AOSS support team resolves theproblem or refers it elsewhere.2. If problem is related to DOCS, the program office AOSS support team is responsible forfirst resolving the problem.D. Further assistance is required by the DOCS Technical Team1. The program office AOSS Help Desk contacts the DOCS Help Desk and transfers theincident to DOCS.a. If an incident was not created using APPLIX, the DOCS Technical Team willfirst assess the problem to ensure it is DOCS related before an incident is created.b. If the DOCS Technical Team finds the problem is not DOCS related, the teamrefers the problem back to the respective program office AOSS Help Desk forresolution.2. Workflow Process Related.a. The problem is first referred to the respective program office CorrespondenceProcess Analyst (CPA).b. If the CPA is unable to resolve the problem, the CPA refers the problem to theOffice of the Executive Secretariat Process Analysts for assistance.c. The CPA closes the incident.3. System-Related.a. The DOCS Technical Team resolves the problem.b. The DOCS Technical Team closes the APPLIX incident and informs the respectiveprogram office AOSS Help Desk the problem has been resolved.Docsscb5c.doc Page 69 of 93 2/23/2007