Improve helpdesk system docs

docs/competition/team-support/ticket-system.md → docs/competition/team-support/helpdesk-system.md

@@ -1,34 +1,37 @@
-# Ticket System
+# Helpdesk System
 
-Certain aspects of helpdesk use a ticketing system to track team progress and issues. The source for the system can be found on [GitHub](https://github.com/srobo/helpdesk-system).
+The Helpdesk System helps track certain aspects of the [Helpdesk](./helpdesk-system.md). The source for the system can be found on [GitHub](https://github.com/srobo/helpdesk-system).
 
-A view of the current problems that teams are having and how many teams are in a queue can be found on the ticketing system.
+## Accessing the system
 
-!!! tip
-    Please try and keep tickets updated with comments and updates.
+The ticket system can be accessed on your laptop, tablet or phone:
 
-    Information on the system is often used by commentators to give "behind the scenes" updates.
+[https://studentrobotics.org/helpdesk/](https://studentrobotics.org/helpdesk/){ .md-button }
 
-    It is also critical to handing issues over between volunteer shifts and identifying patterns of issues between teams.
+If you have one, you can log in with your Student Robotics Google Workspace account. If you don't, you can sign up with a username and password. You may need the sign up code, which can be found at helpdesk.
 
-## Accessing the system
+The easiest way to get to a team page is to search for the TLA in the search bar.
 
-The ticket system on your laptop, tablet or phone - Go to https://studentrobotics.org/helpdesk/.
+## Tickets
 
-If you have one, you can log in with your Student Robotics Google Workspace account. If you don't, you can sign up with a username and password. You may need the sign up code, which can be found at the helpdesk.
+The primary feature is a ticket system, which records issues teams are having with the kit. A view of the current problems that teams are having and how many teams are in a queue can be found on the ticketing system.
 
-The easiest way to get to a team page is to search for the TLA in the search bar.
+!!! success
+    Please try and keep tickets updated with comments and updates.
 
-## Ticket Queues
+    Information on the system is often used by commentators to give "behind the scenes" updates.
+
+    It is also critical to handing issues over between volunteer shifts and identifying patterns of issues between teams. This information is used to steer changes to the kit in future competitions.
+
+### Ticket Queues
 
 The Ticketing System uses several different "queues" of tickets to track different team requests:
 
 - Helpdesk Queue - General support tickets that require a volunteer visit to a pit.
 - Kit Expert Queue - A complex issue that has been escalated and needs a volunteer who understands the kit well.
 - SRComp - A queue of requests for a team name changes or other SRComp related requests, to be checked by a volunteer that can use SRComp.
-- Overnight Battery Loan - See [overnight battery loan](./overnight-battery-loan.md).
 
-## Attending a team pit
+### Attending a team pit
 
 1. Get the ticket for the issue assigned to you
     1. If a ticket does not exist, but there is an issue, make sure you create a ticket so that the issue is recorded. It is important that we record all non-trivial issues so that we can track patterns of problems across teams.
@@ -39,3 +42,10 @@ The Ticketing System uses several different "queues" of tickets to track differe
     1. Make sure you update the ticket with a comment and mark it as resolved.
 
 4. If you are unable to resolve the issue, you can escalate the issue to a kit expert by pressing the “Escalate” button on the ticket.
+
+## Links
+
+Alongside the native features of the helpdesk, it also links off to other documents and resources, which may be useful to those on helpdesk. Links to useful year-specific documents, templates and other resources can be found there.
+
+!!! tip
+    If you don't have access to the linked Google Docs files, ask Head of Helpdesk.

docs/competition/team-support/helpdesk.md

@@ -11,7 +11,6 @@ Helpdesk is the teams' primary source of support. Volunteers are expected to adv
 
 * Physical copies of the rules
 * A physical copy of this document
-* Kit Swap Forms
 * Spare kit in the 'spare kit box'
 * Broken kit box
 * Red insulating tape (to mark broken kit)
@@ -20,25 +19,37 @@ Helpdesk is the teams' primary source of support. Volunteers are expected to adv
 * Radio
 * Spare robot flags for teams to borrow to try for size (must not leave helpdesk)
 * Spare robot flag pipe fittings to give to teams
-* Battery / charger loan form
+
+### Documents
+
+* Kit Swap Forms
+* Overnight Battery loan form
+* Safety inspection forms
+* Regulations inspection forms
+* Tinker time schedule
+* Kit return forms
+* Kit return list
+* Missing Kit forms
+
+Some of these may be physical documents, and others may be [linked to from the helpdesk system](./helpdesk-system.md#links).
 
 ## Volunteer Requirements
 
 At least one volunteer on Helpdesk must have prior experience of the use of the Student Robotics kit.
 
-It's recommended that all helpdesk volunteers have a laptop or tablet to access the [ticket system](./ticket-system.md), docs and other online resources. The system can be used from a smartphone.
+It's recommended that all helpdesk volunteers have a laptop or tablet to access the [helpdesk system](./helpdesk-system.md), docs and other online resources. The system can be used from a smartphone.
 
 ## Procedures
 
 Almost all of Helpdesk's operations are covered by the following procedures.
 
 ### Handling of all requests
 
-Whenever a team comes to Helpdesk with an issue that cannot be solved instantly, create a [ticket](./ticket-system.md). This ensures that no problems get dropped while they are being investigated. When the issue is resolved the ticket will be closed.
+Whenever a team comes to Helpdesk with an issue that cannot be solved instantly, create a [ticket](./helpdesk-system.md#tickets). This ensures that no problems get dropped while they are being investigated. When the issue is resolved the ticket will be closed.
 
 ### Robot safety checks
 
-The robots require safety checking before they are allowed to compete in the competition. Teams will not be given their hi-viz vest until their robot has passed the safety check procedure. Helpdesk volunteers should perform a safety check according to the [safety checklist](https://docs.google.com/document/d/1psLhgLw21m1u2BwGJHi6IEMYQTLhcjWmQdhJ_6tLQUE/edit) and record the result.
+The robots require safety checking before they are allowed to compete in the competition. Teams will not be given their hi-viz vest until their robot has passed the safety check procedure. Helpdesk volunteers should perform a safety check according to the safety checklist (linked in the helpdesk system) and record the result.
 
 Regulations checks will be done by other volunteers visiting a team in their pit. Helpdesk volunteers do not need to do regulations checks, but may need to answer questions.
 
@@ -62,7 +73,7 @@ If a team comes to Helpdesk with a suspicion of some of the Student Robotics kit
 
 #### Swapping out kit
 
-After determining that a piece of kit is most likely faulty it must be swapped with a working spare. Helpdesk has a supply of spare kit. To swap a piece of kit please fill in a [Kit Swap Form](https://docs.google.com/document/d/1X4ewwhkTFKfCzQjlIUS-90ZhcFHzashRhz_kXnUlxjE/edit?usp=sharing) and follow the instructions on there.
+After determining that a piece of kit is most likely faulty it must be swapped with a working spare. Helpdesk has a supply of spare kit. To swap a piece of kit please fill in a Kit Swap Form (linked in the helpdesk system) and follow the instructions on there.
 
 Since there is a limited quantity of spare kit, all attempts must be made to verify that the issue being observed is not caused by something else. However, since issues may prevent a team from testing or competing, we should avoid debugging our own kit where possible, instead replacing a component and debugging it later.
 
@@ -97,6 +108,10 @@ If a team wishes to leave early, they must [return their kit](./kit-return.md) t
 
 If a team wants to leave before the knockouts begin, contact the Event Coordinator.
 
+### Booking tinker time
+
+See [Tinker time](./tinker-time.md#booking-slots).
+
 ## Frequently Asked Questions
 
 Based on issues handled in previous years, the following may be helpful:

docs/competition/team-support/kit-return.md

@@ -10,7 +10,7 @@ The Kit Return List ([example][kit-return-list]) should be used to ensure all th
 !!! tip
     Some of the boards can be hard to distinguish. Use the [Kit Cheat Sheet][kit-cheat-sheet] to help.
 
-When fully checked, the supervisor should fill out the [Kit Return Form][kit-return-form] to confirm everything is complete.
+When fully checked, the supervisor should fill out the Kit Return Form ([example][kit-return-form]) to confirm everything is complete.
 
 If a team has received a replacement part throughout the year, they may have an additional item. Teams with additional kit should be known in advance.
 
@@ -30,7 +30,7 @@ As we handle charging during the competition, teams will have 1 Battery. We don'
 
 ## Missing Items
 
-If a kit is not complete, the [Missing Kit Form](https://docs.google.com/document/d/1G9Rv0hWHamecVhk1saslqfMxlYuAg5miJwzOg4GCpVo/edit?usp=sharing) should be completed noting which items of kit have not been returned.
+If a kit is not complete, the Missing Kit Form ([example](https://docs.google.com/document/d/1G9Rv0hWHamecVhk1saslqfMxlYuAg5miJwzOg4GCpVo/edit?usp=sharing)) should be completed noting which items of kit have not been returned.
 
 !!! tip
     Ask the team to search their pits again to confirm they haven't missed the forgotten  item

docs/competition/team-support/overnight-battery-loan.md

@@ -6,7 +6,7 @@ Teams often request a battery and charger for use overnight to test their robots
 
 Batteries and chargers should be collected from helpdesk by teams. Teams should be given a charger, a battery bag, and 2 batteries (including the battery they already have).
 
-The teams TLA, and the part codes of the batteries and changer should be recorded on the [Overnight battery loan](https://docs.google.com/spreadsheets/d/1wQukrQhz_PfmeER4zwOrhuU6yOa_PHUDe4_0Db4Sbrw/edit) form.
+The teams TLA, and the part codes of the batteries and changer should be recorded on the Overnight battery loan form (linked in the helpdesk system).
 
 At the end of the day on Saturday, Roving Helpers should search all pits for batteries. All batteries will be stored securely in LiPo bags overnight.
 

docs/competition/team-support/tinker-time.md

@@ -4,14 +4,18 @@ Tinker Time is time allocated in the schedule to allow teams to test their robot
 
 Each 'slot' is usually 10 minutes, depending on how much time is scheduled and how many teams are expected. For each slot, a team may book a single corner (without preference). Teams should be considerate of other teams and robots in the arena, using the space around the arena to watch rather than all trying to be in the arena at once. Shepherds will not be used to fetch teams for tinker time slot - they will need to remember.
 
-After their slot has elapsed, the team should vacate the arena (even if there isn't another team to replace them). Depending on the number of available slots, teams may be prevented from booking multiple slots.
-
-Tinker time can be booked at either [Helpdesk](./helpdesk.md) or Staging. Teams are free to cancel or postpone their slots as necessary, however they may risk losing their chance to test.
+After their slot has elapsed, the team should vacate the arena (even if there isn't another team to replace them).
 
 Robots must be Safety checked (denoted by a high-vis) before they can enter the arena for Tinker Time, however do not necessarily need to pass the Regulations check. Teams which have not had a Safety check yet should be sent to helpdesk.
 
 Unless otherwise authorised by the Event Director, Tinker Time will not run during Lunch.
 
+## Booking slots
+
+Tinker time can be booked at either [Helpdesk](./helpdesk.md) or Staging. Teams are free to cancel or postpone their slots as necessary, however they may risk losing their chance to test.
+
+Depending on the number of available slots in the schedule, teams may be prevented from booking multiple slots.
+
 ## Test Arena
 
 The Test Arena is an arena which is open throughout the event for testing, rather than during scheduled times.

mkdocs.yml

@@ -66,6 +66,7 @@ markdown_extensions:
   - pymdownx.tilde
   - mdx_include:
       base_path: docs
+  - attr_list
 
 
 plugins: