This is the second of a series of weekly updates that is published for Global Combat Support System-Army (GCSS-Army) users. It addresses key topics that will help transition our Army to GCSS-Army. This week it will address the Help Desk and Configuration Control Board Process.

Help Desk and Configuration Control Board Process

With GCSS-Army Wave 1 fielding ready to begin in February, units are learning the new terms and procedures and are getting their data ready for conversion. Users will receive 40 hours of New Equipment Training, 14-30 days of Over the Shoulder Training, and will use the GCSS-Army End User Manual-Plus as a main reference. The GCSS-Army End User Manual is found on the GCSS-Army website (https://www.gcss-army.army.mil/GCSS-ARMY/Garmy_jump.HTM). So what happens when Soldiers and managers need further assistance? The CASCOM Enterprise Systems Directorate, with the input from a lot of other players, has developed a thorough process to help users with GCSS-Army questions and problems. Recently the process was briefed to the Army G-4 and all agree that the Help Desk Ticket Process is the “face to the customer” and is a critical part of sustaining our Army as GCSS-Army moves forward.

What Has Been Done? CASCOM has developed an overall, top to bottom process to respond to questions and issues. They have developed a detailed SOP that addresses the step by step process for handling the process. The SOP is on the GCSS-Army web site (http://gcss.army.mil) under “Library” tab. Here are some of the highlights:

• 1. The Sustainment Automation Support Management Office (SASMO)(or Field Service Representative (FSR) serves as the “first line of defense” for providing immediate assistance to field users. The SASMO or FSR provides triage services in an attempt to remedy the user’s problem. If resolved at that level, no further action is required.


• 2. If the issue cannot be resolved at the SASMO/FSR level then users (or the SASMO/FSR in support of the user) submit requests for assistance through a formal sustainment help desk system. GCSS-Army uses a three-tiered approach for help requests: Tier 1, 2 and 3. Tier 1 support is the first line of support in the formal request process. On 3 December 2012, the Software Engineering Center Lee (SEC Lee) assumed the role as the GCSS-Army Tier 1 Help Desk. The good news is that this team consists of veteran logisticians and financial managers that have been in the field and will help you get your issue resolved.


• 3. Tracking your help desk tickets will be easier. Like legacy tracking, it uses the Sustainment Support System for the Single Interface to the Field (S4IF), a help desk sustainment portal where users can initiate requests for support and sustainment personnel can manage these requests until resolution is achieved. The portal can be reached at: https://s4if.lee.army.mil/.


• 4. Not all Help Desk tickets will be solved by the Tier 1 Help Desk. If additional support is needed they are raised to Tiers 2 or 3 for more analysis.


• 5. It is expected that new capabilities will be requested as a result of the trouble tickets. Since there is limited resources to meet all the expected new work, new requirements will need to be prioritized and coordinated with the ACOMs, ASCCs, DRUs and will be vetted through a Council of Colonels Configuration Control Board and finally through the senior level requirements group (the Business Process Council).

Way Ahead:The process is being used in support of the Lead Site Verification Test (LSVT). The Draft SOP is on the GCSS-Army web site and is being coordinated for final publication. The process will be briefed at the Worldwide GCSS-Army VTC on 1 February and the next G-4 Global VTC on 7 March 2013.