Gohelp: Difference between revisions

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All queries to GO are now directed to one email list: '''gohelp@geneontology.org'''. This is to help us monitor the types of queries we receive, and to ensure that all queries are responded to.
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:


=Process=
[http://www.ebi.ac.uk/panda/jira/browse/GOHELP]
To divide up the work of answering gohelp queries, we are going to use a <b>[[gohelp rota]]</b> where each person will be '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 forwarding on to someone else to answer.


Mail sent to gohelp is moderated. This minimizes the amount of spam that is sent to the mailing list. The mail to be moderated using the mailman interface which can be access here:
If you don't have a login, email es-request@ebi.ac.uk to request one.


[https://mailman.stanford.edu/mailman/admindb/go-helpdesk https://mailman.stanford.edu/mailman/admindb/go-helpdesk]
=Process=
 
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.
To access the mailman interface, you will need a Stanford University SUNet ID. For details of how to obtain a SUNet ID, and how to activate your account when you have an ID, please email Rama.


When a new issue comes in, you will receive an email. Decide, can you answer this email yourself?


==Answering emails==
*IF YES: reply to the email, cc-ing go-helpdesk@ebi.ac.uk, the user and changing the subject line to something descriptive. Your reply will automatically be threaded in to the JIRA issue. In JIRA, assign the issue to yourself.
Log into the mailman moderation web page. There will be a list of emails that need attention.  


You should make sure that you've gotten back to the person submitting the request within 24 hours. Even if it's to say "we're looking into this" when you've forwarded it to the another person.
*IF NO: reply to the email, cc-ing go-helpdesk@ebi.ac.uk, the user and the group or person who should answer the question. Change the subject line to something descriptive. Say something like "Thanks for contacting GO. I'm passing your question on to…". In JIRA, assign the issue to the appropriate person.


===Valid email===
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.
* Select the "defer" radio button.
* Check the "forward" box and enter your email address.  Forward the emails to your own email account. You cannot answer emails from the mailman moderating page. 
* Once you get the email in your inbox, delete all the header information
* Change the subject line
* Keep the date stamp for when the email first came into gohelp
* Make sure to send the response to the email address of the person who submitted the question.
* CC gohelp on your response so all responses will be archived
* When the email is answered and you are ready to delete the email, select the "discard" radio button on the message.


===Spam===
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.
* Select the "discard" radio button
* When you submit the requests, the spam will be deleted.


=Help with Emails=
=Help with queries=


*We have put together a [[gohelp people list]] of the best people to send the different queries to.
*We have put together a [[gohelp people list]] of the best people to assign the different queries to.


*[https://mailman.stanford.edu/pipermail/go-helpdesk/ Searchable archive] of gohelp emails.
*The archive from the old system is still available for searching: [https://mailman.stanford.edu/pipermail/go-helpdesk/].


[[Category:Advocacy and Outreach]]
[[Category:Advocacy and Outreach]]

Revision as of 20:30, 7 October 2012

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:

[1]

If you don't have a login, email es-request@ebi.ac.uk to request one.

Process

To divide up the work of answering gohelp queries, we use a gohelp rota 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 go-helpdesk@ebi.ac.uk, the user and changing the subject line to something descriptive. Your reply will automatically be threaded in to the JIRA issue. In JIRA, assign the issue to yourself.
  • IF NO: reply to the email, cc-ing go-helpdesk@ebi.ac.uk, the user and the group or person who should answer the question. Change the subject line to something descriptive. Say something like "Thanks for contacting GO. I'm passing your question on to…". In JIRA, assign the issue to the appropriate person.

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.

Help with queries

  • We have put together a gohelp people list of the best people to assign the different queries to.
  • The archive from the old system is still available for searching: [2].
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