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All queries to GO are now directed to one email list: '''go-helpdesk@ebi.ac.uk'''. Mails that come in to this list automatically create a JIRA issue:


[http://www.ebi.ac.uk/panda/jira/browse/GOHELP http://www.ebi.ac.uk/panda/jira/browse/GOHELP]
==GO Helpdesk==
All queries are directed to the [https://github.com/geneontology/helpdesk/issues GitHub GO Help Desk tracker ]


If you don't have a login, email es-request@ebi.ac.uk to request one.
==Guidelines for person responsible for overseeing the Helpdesk tracker==


'''Starting July 1, 2013'''
# '''Triage queries'''
#* Mark as "accepted" immediately, add additional flags as appropriate
#* Assign queries to the person with appropriate expertise.
#** This page list GOC's members expertise [https://github.com/geneontology/go-site/blob/master/metadata/group-contacts.csv] to help identify the best people to assign the different queries to.
# '''Check the [http://geneontology.org/faq-page FAQ].'''  Answers might already be there.
#* If needed, improve FAQ documentation on website.
# '''Create tickets in other trackers as appropriate.''' Helpdesk ticket remains open until the query has been addressed.
#* Ontology, taxon constraints: https://github.com/geneontology/go-ontology/issues
#* Annotation: https://github.com/geneontology/go-annotation/issues
#* AmiGO: https://github.com/geneontology/amigo/issues
#* GO Homepage: https://github.com/geneontology/geneontology.github.io/issues
#* Metadata: https://github.com/geneontology/go-site/issues
#* Pipeline: https://github.com/geneontology/pipeline/issues
#* Rules: https://github.com/geneontology/go-site/issues
#* Noctua: https://github.com/geneontology/noctua/issues
#* Evidence codes: https://github.com/evidenceontology/evidenceontology/issues
# '''Mark tickets as "stale" after ~ 1 month of no response from the user who opened the ticket or after a solution has been proposed.''' Prompt user for any further related questions; tickets can be closed due to inactivity after a further appropriate amount of time.


All queries to the GO helpdesk (via the webform or by email) to the address '''go-helpdesk@geneontology.org''' will be routed to the new GOJIRA system:
= Review Status =


[http://jira.geneontology.org http://jira.geneontology.org]
Last reviewed: February 25, 2019


If you don't have a login, email tberardi(at)acoma(dot)stanford(dot)edu to request one.


=Process (to be modified on July 1 for new GOJIRA)=
[[Category:Outreach]]
To divide up the work of answering gohelp queries, we use a <b>[[gohelp rota]]</b> where each person is 'on duty' for 1 week at a time.  It is responsibility of the person on duty to make sure that all queries are answered, either by answering it themselves, or by assigning the issue to someone else to answer.
 
When a new issue comes in, you will receive an email. Decide, can you answer this email yourself?
 
*IF YES: reply to the email, cc-ing the user. Your reply will automatically be threaded in to the JIRA issue. In JIRA, assign the issue to yourself and change the summary to something descriptive.
 
*IF NO: reply to the email, cc-ing the user and the group or person who should answer the question. Say something like "Thanks for contacting GO. I'm passing your question on to…". In JIRA, assign the issue to the appropriate person and change the summary to something descriptive.
 
At the end of the week, close any items assigned to yourself that require no further action. You may want to ping people who you've assigned issues to if they haven't responded yet.
 
Note that when users reply to a message you've sent them, it won't automatically be added to the issue because they don't have the requisite permission. To add their comments to the issue, you can forward (?), reply and cc go-helpdesk or just paste into the issue.
 
'''Starting July 1, 2013'''
 
To divide up the work of answering gohelp queries, we use a <b>[[gohelp rota]]</b> where each person is 'on duty' for 1 week at a time.  It is responsibility of the person on duty to make sure that all queries are answered, either by answering it themselves, or by assigning the issue to someone else to answer.
 
All helpdesk questions will be handled through GOJIRA http://jira.geneontology.org
 
When a new issue comes in, you will receive an email from GOJIRA.
 
*Log in to your account.
 
*Work your way through the open and unassigned issues.
 
'''For each one:'''
 
*Change the Summary to something descriptive.
 
*Select an Issue Type (Bug Report, New Feature Request, Question)
 
*Add one or more Components (annotations, internal discussion, ontology, out of scope for GO, software, third party tools, website)
 
*Decide, can you answer this issue yourself? 
**IF YES: Assign the issue to yourself.  Answer the question using the comment section of the webpage.  Your reply will be sent to the user (the reporter), yourself (if you've set your profile preferences that way), and all go-helpers.
**IF NO: Assign the issue to someone else (if software related, assign to GO Software) who should answer the question. In your comment, say something like "Thanks for contacting GO. I'm passing your question on to…". If the person you want to assign the issue to is not on the list of JIRA users (doesn't show up when you start typing their name in the box), please let me (Tanya) know and I'll add them.
 
At the end of the week, close any items assigned to yourself that require no further action. You may want to ping people who you've assigned issues to if they haven't responded yet.
 
=Setting GOJIRA preferences=
 
'''JIRA's default setting is to not notify users of their own changes. This can be changed on a per user basis via their Profile Preferences.'''
 
Each user can set this if he or she wants to get email notifications for "Current User". It's off by default.  'Off' means that if you comment on an issue, you WILL NOT receive a copy of the comment by email.  Some of you may want to change that behavior.
 
Go to your User display by clicking on your username in any page. Click on "Profile". Go to the Preferences section. Click on the little pencil button off to the right to edit preferences. Set "My Changes" to "Notify me".  The Profile section is also where you can set the email prefs for HTML vs. Text.  I know that some of you prefer to receive the emails as Text.
 
=Help with queries=
 
*There is a [[gohelp people list]] of the best people to assign the different queries to.
 
*The archive from the old mailman system is still available for searching: [https://mailman.stanford.edu/pipermail/go-helpdesk/].
 
*The EBI gohelp JIRA set up is also still available for searching: [https://www.ebi.ac.uk/panda/jira/browse/GOHELP]
 
[[Category:Advocacy and Outreach]]

Latest revision as of 13:10, 27 February 2019

GO Helpdesk

All queries are directed to the GitHub GO Help Desk tracker

Guidelines for person responsible for overseeing the Helpdesk tracker

  1. Triage queries
    • Mark as "accepted" immediately, add additional flags as appropriate
    • Assign queries to the person with appropriate expertise.
      • This page list GOC's members expertise [1] to help identify the best people to assign the different queries to.
  2. Check the FAQ. Answers might already be there.
    • If needed, improve FAQ documentation on website.
  3. Create tickets in other trackers as appropriate. Helpdesk ticket remains open until the query has been addressed.
  4. Mark tickets as "stale" after ~ 1 month of no response from the user who opened the ticket or after a solution has been proposed. Prompt user 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