Merge pull request #213 from srobo/sr2025/helpdesk

Update helpdesk docs for SR2025

docs/competition/team-support/helpdesk.md

@@ -9,28 +9,25 @@ Helpdesk is the teams' primary source of support. Volunteers are expected to adv
 
 ## Equipment
 
-* Two copies of the rules - one attached to a desk by some means
-* A copy of this document
-* Issue forms for both Helpdesk Volunteers and Roving Helpers
+* Physical copies of the rules
+* A physical copy of this document
 * Kit Swap Forms
 * Spare kit in the 'spare kit box'
-* List of spare kit
 * Broken kit box
-* Issue Form box
-* Laptop to view documentation and the IDE
-* Red insulating tape
+* Red insulating tape (to mark broken kit)
 * Permanent marker
 * Large post-it notes
 * Radio
-* Emergency contact number for the Health and Safety Coordinator
-* Spare robot flags/badges for teams to borrow to try for size (must be clearly marked and returned to helpdesk ASAP)
+* Spare robot flags for teams to borrow to try for size (must not leave helpdesk)
 * Spare robot flag pipe fittings to give to teams
-* Saturday evening battery/charger loans
+* Battery / charger loan form
 
 ## 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.
+
 ## Procedures
 
 Almost all of Helpdesk's operations are covered by the following procedures.
@@ -39,19 +36,21 @@ Almost all of Helpdesk's operations are covered by the following procedures.
 
 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.
 
-### Handling of requests for robot safety checks
+### 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 direct teams enquiring about safety checks to the Health & Safety Coordinator.
+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.
 
-### Handling of general robot development requests
+### General robot development queries
 
 Many teams will come to Helpdesk requesting help with the development of their robot or, more likely, help using the Student Robotics kit and associated software. As mentioned earlier, Helpdesk volunteers are not expected to tell teams what to do, but rather offer advice. Helpdesk volunteers should strive to answer questions about the use of the kit and software.
 
 Some queries may require a volunteer to visit the team in their pit to observe behaviour in situ. This must only be done by a Helpdesk volunteer if it will leave no fewer than two volunteers actively manning Helpdesk.
 
 In some rare situations it may be necessary to request the assistance of a person with more in-depth knowledge of the kit to help solve an issue. Escalate the issue to the head helpdesker.
 
-### Handling suspected damaged kit requests
+### Suspected damaged kit
 
 If a team comes to Helpdesk with a suspicion of some of the Student Robotics kit being damaged then the following procedure should be followed:
 
@@ -61,25 +60,29 @@ If a team comes to Helpdesk with a suspicion of some of the Student Robotics kit
  1. Request that the team tests the device in question with a very simple code project that only attempts to control that one device.
  1. If all previous steps indicate that the device is probably faulty then continue with the kit swap procedure.
 
-### Swapping out 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. 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.
+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.
+
+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.
 
 ### Swapping out batteries
 
 See [Battery charging](./battery-charging.md#swapping-a-teams-battery-helpdesk)
 
-### Handling requests for batteries/chargers/bags on Saturday evening
+### Requests for batteries / chargers / bags on Saturday evening
 
 See [Overnight battery loan](./overnight-battery-loan.md).
 
-### Handling requests for flag fittings
+### Flag fittings
 
 Teams may request a pipe connector to use on their robot for the purpose of attaching the robot flags. As we have a limited supply, make sure that you only let each team only take one, so that they can't keep coming back for more.
 
 Also, please show teams how to remove the fittings, as they are very strong and need to be released in the correct way (Press down on the center ring)
 
-### Handling of team name changes
+Also on helpdesk is an example flag teams can use to test their mounts. These example flags should not leave helpdesk.
+
+### Team name changes
 
 Teams are allowed to request that the name on the scoreboard is changed. This is an action that needs to be performed by a volunteer that is trained to use the SRComp software or GitHub repository.
 
@@ -88,7 +91,13 @@ Changes of name should be reviewed by the team supervisor before being actioned,
 !!! note
     The name is the name of their "team" not the name of their "robot".
 
-### Frequently Asked Questions
+### Teams leaving early
+
+If a team wishes to leave early, they must [return their kit](./kit-return.md) to helpdesk.
+
+If a team wants to leave before the knockouts begin, contact the Event Coordinator.
+
+## Frequently Asked Questions
 
 Based on issues handled in previous years, the following may be helpful:
 

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

@@ -1,11 +1,15 @@
 # Kit Return
 
-## At the competition
+At the end of the competition (or before if the team wishes to leave early), teams are asked to return their kits to reception. [The docs](https://studentrobotics.org/docs/kit/) notes the list of items issued in the kit, most of which we expect back. A list was also included with kits when they were shipped. At reception, the contents of the RUB should be checked to ensure it contains at least all the items on the Kit Return list. Ensure there is nothing else left in the RUB the team may want back.
 
-At the end of the competition (or before if the team wishes to leave early), teams are asked to return their kits to reception. [The docs](https://studentrobotics.org/docs/kit/) notes the list of items issued in the kit, most of which we expect back. At reception, the contents of the RUB should be checked to ensure it contains at least all the items on the Kit Return list. Ensure there is nothing else left in the RUB the team may want back.
+!!! note
+    Teams wishing to leave the event early (before the closing ceremony) should return their kit to helpdesk instead.
 
 The Kit Return List ([example][kit-return-list]) should be used to ensure all the items are present and correct. One form should be used per team, and this form should be kept to prove the kit was returned correctly. Once completed, keep the form with its respective kit.
 
+!!! 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.
 
 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.
@@ -14,11 +18,17 @@ The workflow is shown in the diagram below.
 
 ![Kit return flow](./diagrams/kit-return-desk-flow.svg)
 
-### Batteries
+## International teams
+
+Shipping kits to some international teams can be complex and expensive. If a team is fully intending to compete in the next competition, they may keep their kit, excluding batteries.
+
+This is only allowed for veteran international teams, and must be approved by a Kit Committee member.
+
+## Batteries
 
-As we handle charging during the competition, teams will have 1 Battery. We don't want to keep those in the kits as we want to discharge them and place them with all other batteries. Please remove the battery from the kits, check it off the checklist, and place them in a container to be taken back down to the battery charging area to be storage charged.
+As we handle charging during the competition, teams will have 1 Battery. We don't want to keep those in the kits as we want to discharge them and place them with all other batteries. Please remove the battery from the kits, check it off the checklist, and place them in a container to be taken back to helpdesk to be storage charged.
 
-### Missing Items
+## 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.
 
@@ -33,3 +43,4 @@ If the team cannot find the item of kit, a like-for-like replacement (or as clos
 
 [kit-return-list]: https://docs.google.com/document/d/11W2pB2FzoIncv22DgOUHnk_hH0bLkGInXoIL7pCbwOA/edit?usp=sharing
 [kit-return-form]: https://docs.google.com/document/d/1eegZOBdhhDcwjxq9rwLbtxBbY3gxckNpkNXDLWMA8Yo/edit?usp=sharing
+[kit-cheat-sheet]: https://docs.google.com/document/d/1FnMTGaeSnH9Q2ZTSHW3QgiSVpV4Iv32oJCpvGKDADLs/edit?usp=sharing

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

@@ -6,12 +6,14 @@ 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/document/d/15zaiGbdbxJrYfghv3s3jhYgCXu8Th_W43FbUj6R4gzU/edit?usp=sharing) form.
+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.
 
 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.
 
 ## Returning batteries
 
 Batteries should be returned to reception on Sunday when teams enter the venue. The list of teams who took batteries overnight should be used to confirm which teams bring them back.
 
+Returned batteries should be put on charge as soon as possible.
+
 On Sunday Morning, the Head Helpdesker is responsible for checking that all loaned batteries and chargers were handed in by teams.

docs/competition/teams/role-descriptions/reception.md

@@ -56,7 +56,7 @@ We handle battery charging and robot safety at the competition. This means we sh
 
 **On Saturday**: When a team leaves, ask them to ensure they've taken all their personal belongings with them (we can't take responsibility for damage or loss), and that they've taken advantage of [overnight battery loan](../../team-support/overnight-battery-loan.md) if they'd like it.
 
-**On Sunday**: Teams may leave early on the Sunday, either due to being knocked out or other commitments. If this happens, you'll need to follow the [kit return](../../team-support/kit-return.md) process to make sure they've returned all of their kit.
+**On Sunday**: Teams may leave early on the Sunday, either due to being knocked out or other commitments. If this happens, you'll need to follow the [kit return](../../team-support/kit-return.md) process to make sure they've returned all of their kit. If they leave before the closing ceremony, kit return must happen at helpdesk.
 
 ## Handling Volunteer Arrivals