United States Department of Agriculture
Research, Education and Economics

ARS * CSREES * ERS * NASS

Bulletin

Agricultural Research Information System

Helpdesk Support

March 2002

Prepared by:

USDA Agricultural Research Service

Office of the Chief Information Officer

Beltsville, MD 20705-5143

A. Overview

The Agricultural Research Information System (ARIS) is a new system that replaces the former Research Management Information System (RMIS). ARIS has been designed to incorporate the latest technology to allow users to continue to input and retrieve research project information. This Bulletin provides procedures to assist employees/users to resolve problems with accessing and using ARIS, points of contact, and the roles and responsibilities of various groups supporting ARIS.

B. System Description and Requirements

ARIS is the central repository that holds project research information.

Authorized ARS employees have the ability to add, query, and report various project research information.

• System Hardware and Software Requirements
  • ARIS Users
    1. Microsoft Internet Explorer 5.5 (Service Pack 2) or higher
    2. Adobe Acrobat version 5 or higher
    3. Oracle's JInitator 1.1.8.14
    4. Access to the Oracle database with appropriate privileges
  • ARIS Developers and Contractor Support (in addition to the above):
    1. A connection to AFM's Checkpoint Firewall
    2. Oracle's SQL*Plus, Forms & Reports Developer
  • ARIS Database Administrator (in addition to the above):
    1. Quest's Spotlight on Oracle System Monitor software
    2. Oracle Enterprise Management Software
    3. Access to ITD's computer room

C. ARIS Issues and Problems and Initial Points of Contact

This section provides guidance on who should be contacted initially for general issues and/or problems with ARIS.

1. Issues with installation of ARIS, such as:

• What software is needed to run ARIS
• How to install and establish SSL connection

  Connectivity issues such as:

• Unable to connect
• Slow connection

Note: Due to the high volume of users & applications using the Internet, ARIS may be slow.

 

Field Users: Please contact your Local or Area Computer Specialist

Headquarters: Please contact the ARIS Support Staff via e-mail:aris@ars.usda.gov (details below).

2. To request an account on ARIS

Registration form is available at arsnet.usda.gov

Field Users: Contact your Area Program Analyst

Headquarters: Please contact aris@ars.usda.gov

3. Error encountered in data entry, retrieval or reports / prints

Field Users: Contact your Area Program Analyst

Headquarters: Please contact aris@ars.usda.gov

4. Issues that could not be resolved by the above contacts:

Field Users: Contact the ARIS Support Staff via e-mail at aris@ars.usda.gov

Headquarters: Contact the ARIS Support Staff via e-mail at aris@ars.usda.gov

5. Invalid UserID or Password

All Users: Contact the ARIS support staff via e-mail: aris@ars.usda.gov

D. HelpDesk Operations

a. Hours of Operation

The ARIS Support Staff is staffed between the hours of 7:00 a.m. and 4:30 p.m. ET Monday - Friday.

The ARS ITD Helpdesk is staffed between the hours of 7:00 a.m. and 4:30 p.m. ET Monday - Friday.

b. Process

In order to process your ARIS trouble calls we have set up an automated system. This system will take your e-mail requests and automatically process a help desk request to the ARIS support staff.

In order for this process to work, the following conditions must be met:

1. Please send all ARIS help requests to: aris@ars.usda.gov or select ARIS from the GroupWise address book.
2. The "Message" area of the e-mail must contain some text so do not put all of your request information in the SUBJECT line. In the SUBJECT, put a brief problem description, i.e., password reset or form problem or cannot access form. This will help us assign the call to the appropriate support person.
3. In the body of the message, please include requestor's name, ARIS UserID, e-mail address, and phone number, along with a more detailed description of the problem.
4. Attach a screen shot of the error, if appropriate, to the e-mail in WORD format.

For emergency contact, the ARS ITD Helpdesk can also be reached via telephone at (301) 504-1074.

If members of the Help Desk are not available to answer phone calls, you may leave a voice-mail message. An acknowledgment of receipt of inquiry for voice-mail messages and e-mail messages will be given usually within four hours of receipt. Inquiries will be entered into the HEAT System processed on a first come first serve basis with recognition of prioritization for critical system problems.

Upon review and resolution of inquiries, ARIS Project staff will notify the user of the resolution or status within 48 hours. The resolution will be documented in HEAT. Under certain circumstances, telephone inquiries may be answered immediately.

ARIS Project staff will be the focal point for tracking the problem and reporting on its status.

E. Dissemination of solutions to common problems

If the problem appears to be global, the ARIS Project staff will send a message to

Area Program Analysts for dissemination to the field users.

If you have any questions concerning this guidance, please contact the ARIS Project Manager, Karen Kinney on 301-504-5600.

Karen K. Kinney
Technical Project Manager
Office of the Chief Information Officer
Agricultural Research Service

Common Errors and their Solutions

Error:

There could be 2 reasons for this message:

Database name missing: Enter ARIS

Password missing

Incorrect UserID or password entered. If user is unsure of their password, enter problem into HEAT. ARIS project staff must reset password to generic name, then user will be prompted to immediately change it.

There is an automatic disconnect from the database after 30 minutes of inactivity with the database