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'''Starting July 1, 2013'''


All queries to the GO helpdesk (via the webform or by email) to the address '''go-helpdesk(-at-)geneontology[-dot-]org''' will be routed to the new GOJIRA system:
==GO Helpdesk==
All queries are directed to the [https://github.com/geneontology/helpdesk/issues GitHub GO Help Desk tracker ]


[http://jira.geneontology.org http://jira.geneontology.org]
==Guidelines for person responsible for overseeing the Helpdesk tracker==


If you don't have a login, email tberardini(at)arabidopsis(dot)org to request one.
# '''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.


There's a section on 'Help with queries' at the bottom of this wiki.
= Review Status =


'''Summary of duties of a GO helper (see below for details)'''
Last reviewed: February 25, 2019


- Triage queries. Assign queries to others or to yourself. Resolve queries assigned to you if any.


- At the end of your weekly shift, wrap up pending queries, following up with assignees if necessary, or otherwise make sure that queries can be closed. Then send a reminder to the next person on the rota.
[[Category:Outreach]]
 
=Process=
'''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:'''
 
*Click on the Summary field and change the Summary to something descriptive.  (no email generated)
 
*Click on the Edit button and
**(1) Select an Issue Type (Bug Report, New Feature Request, Question, Spam/Delete)  (no email generated)
**(2) Add one or more Components (annotations, internal discussion, ontology, out of scope for GO, software, third party tools, website)  (no email generated)  Leave Labels alone, we don't use these.
**(3) '''Do not''' add your response to the user in the comment box on this popped-out window.  The comment '''will not be sent''' to the user if you do this.
 
*Decide, can you answer this issue yourself? 
**IF YES: Assign the issue to yourself.  Click on the 'Comment' button at the bottom left hand corner of the page and answer the question using the comment section of the webpage.  Your comment '''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.
 
*Want to make an 'internal' comment that is not seen by the issue reporter?
**At the bottom of the Comment window, there is a little padlock that is unlocked and says 'Viewable by All Users' by default.  From the padlock's drop-down menu, select 'go-curators' and the comment will be seen by all people on the go rota as well as Judy, Suzi, Mike, Seth, Chris, and Heiko.  The padlock will appear locked after you choose this option.
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.  (Spam/Delete issues will be deleted by either Bob or Tanya.)
Also, please make sure you check your issues on the JIRA website for any additional correspondence from the submitter, in addition to monitoring your email inboxes.
 
=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.
 
Go to your Dashboard (what you see when you log in).  In the 'Favorite Filters' section, click on Manage Filters.  Select both
'Open Issues' and 'Unassigned Open Issues' from the choices.  This will then show you by default the number of issues in each category when you log in and you can then click to each list individually.
 
=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