Gohelp: Difference between revisions

From GO Wiki
Jump to navigation Jump to search
No edit summary
No edit summary
Line 1: Line 1:
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:
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]
[http://www.ebi.ac.uk/panda/jira/browse/GOHELP http://www.ebi.ac.uk/panda/jira/browse/GOHELP]


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

Revision as of 20:31, 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:

http://www.ebi.ac.uk/panda/jira/browse/GOHELP

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

  • The archive from the old system is still available for searching: [1].