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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 ]
==GO Helpdesk==
All queries are directed to the [https://github.com/geneontology/helpdesk/issues GitHub GO Help Desk tracker ]


==Guidelines for person responsible for overseeing the Helpdesk tracker==


Recommended actions for tracker:
# '''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.


* Triage queries.
= Review Status =
** 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.
Last reviewed: February 25, 2019


*  If needed, improve FAQ documentation on website, or assign task to others (contact Seth or Suzi if you need help with the website).
* 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.
=Help with queries=
* There is a [[gohelp people list]] of the best people to assign the different queries to.
The following resources are likely to be completely out of date:
<s>
* The archive from the go-ontology mailman system is available for searching pre-2013: [https://mailman.stanford.edu/pipermail/go-helpdesk/].
* The EBI gohelp JIRA set up is also still available for searching if you have access: [https://www.ebi.ac.uk/panda/jira/browse/GOHELP]</s>


[[Category:Outreach]]
[[Category: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