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Support section updates #88

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Feb 18, 2025
Merged

Support section updates #88

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1fae3ec
Merge pull request #82 from cmu-sei/main
sei-rreeder Feb 14, 2025
f08b654
revised the practice area
sei-rreeder Feb 14, 2025
4f9a2ed
revised participant support section
sei-rreeder Feb 18, 2025
758973c
Support section updates
sei-rreeder Feb 18, 2025
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57 changes: 28 additions & 29 deletions docs/gameboard/practice-area.md
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# Practice Area

The **Practice Area** is where Gameboard players can go to rehearse challenges (labs) to become proficient in certain skills. Practice Area is a lightweight version of a formal competition. After logging into Gameboard, click **Practice** in the main navigation.
The **Practice Area** is where Gameboard players can go to rehearse challenges and labs to become proficient in certain skills. Practice Area is a lightweight version of a formal competition.

After logging into Gameboard, click **Practice** in the main navigation.

The Practice Area contains a greeting configured by a Gameboard admin for your organization or environment and a list of challenges designated for practice.

Expand All @@ -10,55 +12,52 @@ You can **search** for a challenge to practice on.

You can copy a link to your search by selecting the **clipboard icon** next to the search field. In the example above, you may want to share the list of challenges/labs that have "firewall" content with another Gameboard user.

Under *Need a place to start?* the Gameboard admin may have configured some suggested searches for participants. Players can select one of these tags to be directed to a set of available practice challenges. Gameboard admins should refer to "Suggested searches" in the [Admin Practice Area](admin-practice-area.md).
Under *Need a place to start?* the Gameboard admin may have configured some suggested searches for participants. Players can select one of these tags to be directed to a set of available practice challenges. Gameboard admins should refer to "Suggested searches" in the [Admin Practice Area](admin-practice-area.md).

## Starting a practice session

To start a practice session, select a challenge, then click **Start Practice Session**, and **Confirm**. You can only launch *one* practice challenge at a time.

In your **Active Practice Challenge** you can:

### Extend or end your practice challenge
To start a practice session:

Need more time on a practice challenge? Click on **Extend Session**, and **Confirm** to extend the amount of time remaining. Want to close this practice challenge and try a different one? Click on **End Session**, and **Confirm** to end the practice challenge.
1. Select a challenge, then click **Start Practice Session**, and **Confirm**. You can only launch *one* practice challenge at a time.
2. Read the challenge guide. The challenge guide provides details and instructions for completing the practice challenge.
3. Read the solution guide (optional). Solution guide URLs must be configured by Gameboard administrators; not every challenge or lab has a solution guide.
4. Launch the challenge consoles. Clicking a challenge console opens it in a new web browser tab. Challenge consoles allow players to directly interact with the virtual machines as they complete the practice challenge. Click [here](../topomojo/copy-paste.md) for instructions on using copy and paste in the challenge consoles.
5. Answer the challenge questions. Enter your answers for each question and click **Submit My Answers**, and **Confirm** to submit your answer.

### Turn the sticky challenge panel on or off
## Extending time or ending the session

Challenge consoles and challenge questions are located at the bottom of the **Active Practice Challenge** screen by default. Clicking **Turn on the Sticky Challenge Panel** at the top of the screen or **Use Sticky Challenge Panel** at the bottom of the screen will create a panel to the side of the challenge guide. This panel contains the challenge consoles and challenge questions.
To add more time to your session, click **Extend Session**, and **Confirm** to extend the amount of time remaining.

![Enabled Sticky Challenge Panel](img/enabled-sticky-challenge-panel.png)

The sticky challenge panel is useful to reduce scrolling to enter answers when a practice challenge has a long challenge guide. The sticky challenge panel can be turned off by clicking on **Click here to deactivate the sticky challenge panel**.
To close this practice challenge and try a different one, click **End Session**, and **Confirm** to end the practice challenge session.

![Disable Sticky Challenge Panel](img/disable-sticky-challenge-panel.png)
## Using the Sticky Challenge Panel

### Read the challenge guide
Challenge consoles and challenge questions are located at the bottom of the **Active Practice Challenge** screen by default. Players using devices with large screens can take advantage of the Sticky Challenge Panel.

The challenge guide provides details and instructions for completing the practice challenge. It may also include links to solution guides which can be helpful if you get stuck.
Click **Turn on the Sticky Challenge Panel** at the top of the screen or click **Use Sticky Challenge Panel** at the bottom of the screen to attach a panel to the side of the challenge guide. This panel contains the challenge consoles and challenge questions.

### Launch the challenge consoles

Clicking on a challenge console will open it in a new web browser tab. Challenge consoles allow you to directly interact with the virtual machines as you complete the practice challenge. [Click here for instructions on using copy and paste with the challenge consoles.](../topomojo/copy-paste.md)

### Answer the challenge questions
![Enabled Sticky Challenge Panel](img/enabled-sticky-challenge-panel.png)

Enter your answers for each question and click on **Submit My Answers**, and **Confirm** to submit your answer.
The Sticky Challenge Panel is used to reduce scrolling when entering answers when a practice challenge has a lengthy challenge guide.

Select **Click here to deactivate the sticky challenge panel** to turn off the Sticky Challenge Panel.

### Create a support ticket
![Disable Sticky Challenge Panel](img/disable-sticky-challenge-panel.png)

If you are experiencing a technical difficulty, the **Create Ticket** button can be used to create a support ticket.
## Creating a practice challenge support ticket

## Certificates of completion
Click **Create Ticket** to create a support ticket if you are experiencing a technical difficulty.

Upon successfully solving the practice challenge, you can view a printable certificate commemorating your achievement...and you are returned to the Practice Area where you can select a new practice challenge.
For a full treatment of Gameboard's Support feature, please see the [Using the Integrated Support Feature](support.md) section of the docs.

!!! tip
## Obtaining a completion certificate

You can view and print any certificate you earned in competition or in practice at any time from your profile screen. In the main navigation, click **Profile**. Then, select the **Certificates** link.
You can view and print any certificate you earned in competition or in practice at any time from your Profile screen. In the main navigation, click **Profile**. Then, select the **Certificates** link.

If your attempt to solve the practice challenge is *unsuccessful* (you've run out of time or used your allotted submissions), you can try the challenge again or return to the Practice Area to find another challenge. No certificates are awarded for partially completing a practice challenge.

For additional information on obtaining completion certificates, please see the [Profile screen](profile.md) section of the docs.

## Administering the Practice Area

Gameboard administrators configure global Practice Area settings including: a practice page greeting, certificate template, and session limits in the Gameboard Administration settings. For help on configuring these settings, see the [Admin Practice Area](./admin-practice-area.md) documentation.
Gameboard administrators configure global Practice Area settings including: a practice page greeting, certificate template, and session limits in the Gameboard Administration settings. For help on configuring these settings, see the [Admin Practice Area](./admin-practice-area.md) documentation.
40 changes: 25 additions & 15 deletions docs/gameboard/support.md
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# Getting in-game support

The Gameboard platform comes with a built-in customer support interface so that competition hosts and administrators can assist competitors and players. This way, Gameboard is a "one-stop shop" and no outside apps or systems are required to track and measure issues reported by participants.

You must have either the `Support` role or `Admin` role to use the support feature and manage tickets. Assuming you have been granted the appropriate role in Gameboard, select **Support**.
The Gameboard platform comes with a built-in customer support interface so that competition hosts and administrators can assist players and teams. Gameboard is a "one-stop shop" and no outside apps or systems are required to track and measure issues reported by participants. Users who have been granted a role with the appropriate permissions can use the support feature to manage tickets.

## Support from participant point-of-view

### Creating new support ticket

You can create tickets from two places: the *Support* page or a challenge screen. In both cases you click the blue **Create Ticket** button to get started. If you are coming from the challenge screen, then the Support Code, player id, and challenge id are automatically generated; if you are not, then this information can be added later.
You can create tickets from two places: the Support screen and the challenge screen. If you are coming from the challenge screen, then the Support Code, player id, and challenge id are automatically generated; if you are not, then this information can be added later.

From the Support screen:

In the **Summary**, enter a brief statement of the problem.
1. In the top navigation, click **Support**.
2. Click **Create Ticket**.
3. In the **Summary**, enter a brief statement of the problem.
4. In the **Description**, enter a more detailed statement of your problem. Include error messages and other pertinent details.
5. Under **Attachments**, attach files (especially screen shots) here.
6. Click **Submit**.

In the **Description**, enter a more detailed statement of your problem. Include error messages and other pertinent details.
After submitting the ticket, you can always **add a comment** and attach another file. Updates to a ticket are tracked under Activity. View a status change or an assignment change here too.

Under **Attachments**, attach files--especially screen shots--here.
From a challenge screen:

Click **Submit**.
These instructions assume you have enrolled in a game, started a session, and started a challenge.

After submitting the ticket, you can always **add a comment** and attach another file. Updates to a ticket are tracked under Activity. View a status change or an assignment change here.
1. In the *started* challenge, scroll to the bottom of the challenge instructions.
2. Click **Create Ticket**. Notice that the challenge is automatically populated in the **Challenge** field.
3. In the **Summary**, enter a brief statement of the problem.
4. In the **Description**, enter a more detailed statement of your problem. Include error messages and other pertinent details.
5. Under **Attachments**, attach files (especially screen shots) here.
6. Click **Submit**. Because you are coming from the challenge screen, a link to the game lobby is generated and Support Code is provided.

### Finding an existing ticket

From the Support page, use the dropdowns and the **Search** field to locate existing tickets. Filter tickets by status:
From the Support page, use the dropdowns and the **Search** field to locate specific tickets from *all* of the tickets you have submitted.

Filter tickets by status:

- Any Status
- Open
- In progress
- In Progress
- Not Closed (*Open* plus *In Progress*)
- Closed

Filter by *Assigned to me*, *Unassigned*, and *Any Assignment*. Finally, you can also *Filter by labels*. Filtering by labels returns tickets with only a specific label attached.

Search by entering terms. Search covers ticket description, label, user, challenge title, and player.

## Support from the Support role point-of-view

Click the links in the ticket header to instantly jump to the player's *Game* and *Challenge* details.

### Creating new support ticket
### Creating new support ticket (support staff)

The procedure for support staff (i.e., users given the `Support` role) to create a tickets is very similar to procedure for participants to create a ticket (see above). However, after a ticket has been created users with the `Support` role have more options to manage the tickets.

Expand Down Expand Up @@ -68,4 +78,4 @@ The **Copy to markdown** icon allows you to copy support ticket content to Markd

## Support-related Reporting

Support-related reporting provides you with a way to manage workloads and track trends during your competition. In the main menu, select **Reports**. Then click **Support** in the Reports screen.
Support-related reporting provides you with a way to manage workloads and track trends during your competition. In the main menu, select **Reports**. Then click **Support** in the Reports screen.