Gohelp: Difference between revisions

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'''Starting March 1, 2017'''


All GO help queries go to the [https://github.com/geneontology/helpdesk/issues Github GO Helpdesk tracker ]
All GO help queries go to the [https://github.com/geneontology/helpdesk/issues Github GO Helpdesk tracker ]




Recommended actions for tracker:


* Triage queries.
Actions for person responsible for overseeing tracker:
** Mark as "accepted" immediately, add additional flags as appropriate
** Assign queries to the person with appropriate expertise.


* Check the [http://geneontology.org/faq-page FAQ].  Answers might already be there.
# Triage queries.
 
#* Mark as "accepted" immediately, add additional flags as appropriate
* If needed, improve FAQ documentation on website, or assign task to others (contact Seth or Suzi if you need help with the website).
#* Assign queries to the person with appropriate expertise.
 
#** [[gohelp people list]] of the best people to assign the different queries to.
* Mark tickets as "stale" after ~ 1 month of no response from OP or after a solution has been proposed.  Prompt OP for any further related questions; tickets can be closed due to inactivity after a further appropriate amount of time.
# Check the [http://geneontology.org/faq-page FAQ].  Answers might already be there.
 
#* If needed, improve FAQ documentation on website, or assign task to others (contact Seth or Suzi if you need help with the website).
=Help with queries=
# Mark tickets as "stale" after ~ 1 month of no response from OP or after a solution has been proposed.  Prompt OP for any further related questions; tickets can be closed due to inactivity after a further appropriate amount of time.
 
* There is a [[gohelp people list]] of the best people to assign the different queries to.
 
* The archive from the go-ontology mailman system is available for searching [https://mailman.stanford.edu/pipermail/go-helpdesk/].





Revision as of 07:34, 25 February 2019

All GO help queries go to the Github GO Helpdesk tracker


Actions for person responsible for overseeing tracker:

  1. Triage queries.
    • Mark as "accepted" immediately, add additional flags as appropriate
    • Assign queries to the person with appropriate expertise.
  2. Check the FAQ. Answers might already be there.
    • If needed, improve FAQ documentation on website, or assign task to others (contact Seth or Suzi if you need help with the website).
  3. Mark tickets as "stale" after ~ 1 month of no response from OP or after a solution has been proposed. Prompt OP for any further related questions; tickets can be closed due to inactivity after a further appropriate amount of time.


Review Status

Last reviewed: February 25, 2019