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===GO help desk===
==GO Helpdesk==
All GO help queries go to the [https://github.com/geneontology/helpdesk/issues GitHub GO Helpdesk tracker ]
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==
 
===Actions for person responsible for overseeing tracker===


# '''Triage queries'''  
# '''Triage queries'''  
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#* Annotation: https://github.com/geneontology/go-annotation/issues
#* Annotation: https://github.com/geneontology/go-annotation/issues
#* AmiGO: https://github.com/geneontology/amigo/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
#* Metadata: https://github.com/geneontology/go-site/issues
#* Pipeline: https://github.com/geneontology/pipeline/issues
#* Pipeline: https://github.com/geneontology/pipeline/issues
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#* Noctua: https://github.com/geneontology/noctua/issues
#* Noctua: https://github.com/geneontology/noctua/issues
#* Evidence codes: https://github.com/evidenceontology/evidenceontology/issues
#* Evidence codes: https://github.com/evidenceontology/evidenceontology/issues
# '''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.
# '''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 =
= Review Status =

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