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Coherent Web User Support Advisory Group

This document details the agenda for the February 23, 2012, meeting of the Coherent Web User Support Advisory Group. Key topics include workflow responsibilities, customizations, status updates on various support accounts, and the review of email accounts and user information gathering. The agenda also outlines planned sprints for the deployment of user support tools and discusses metrics for response times. Team contacts and meeting details are provided for further engagement.

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Coherent Web User Support Advisory Group

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  1. Coherent Web User Support Advisory Group February 23rd, 2012

  2. Agenda • Workflow & Responsibilities • Customizations • Earthdata Right-Rail Module • Schedule Review

  3. Workflow and Responsibilities Need staff info • Workflow Review • Review the workflows provided separately. • Email Accounts • Status DAAC/USO Email list creation (Molly) • Status of USWG Member Info gathering (Molly) • Status of Earthdata support account creation (Matt) • Status of URS support account creation (Matt) • Discuss LANCE support account creation • Sensing Our Planet support account creation (Matt) • Departments/Teams/Staff • URS (Dept?. & Team) • LANCE (Dept. & Team) • Earthdata (Dept. & Team) • ECHO (Dept. & Team) • USWG (Team) • Outreach Team? • ESDIS Team?

  4. Customizations To log into our demo support tool: - earthdata.kayako.com/staff - username: lance_rep - password: lance_rep • Types • General • Issue • Feedback • Data/Science • Priorities • Low • Normal • High • Critical • Custom Fields • User • NASA Agency ID • EOSDOS URS ID • Ticket • Referral Source (e.g. Earthdata Webpage)

  5. Customizations • States • Open – All new new requests. • Transferred – Requests received by an Earthdata user support team, but needing a response for a different team. • In Progress – Request is actively being worked by a user support team member. • Waiting – Request is waiting for a reason other than user or DAAC. • Waiting for User – Request is waiting for a response from the original end user. • Waiting for DAAC – Request is waiting for information from the DAAC/USO team. • On Hold – Request has been responded to, but further action is needed at a future date. • Closed – Request has been responded to and no further action is needed.

  6. Customizations (cont) Need to discuss options here. • Configured Workflows • Transfer to Department X • Department is changed • Status changed to “Transferred” • Remove Assignment • Forward to DAAC/USO List • Email sent to DAAC/USO List • Status changed to “Waiting for DAAC” • Mark as waiting for response • Status changed to “Waiting for User” • SLA? Escalation? • Schedule for automatic closure • SLA? Esclation

  7. Earthdata Right-Rail Module • TBD

  8. Schedule Review • Sprint 2012-4 : 2/20 – 3/2 • Implement custom fields, types, states, priorities, & configured workflows. • Deploy UAT user support tool • Configure mail accounts • Identify staff members, teams & departments. • Design Earthdata right rail request submission module • Begin training material development • Sprint 2012-5 : 3/5 – 3/16 • User Acceptance Testing • Deploy Ops user support tool • Configure Ops user support tool • Configure support projects/teams/users • Complete training material • Train Earthdata User Support Team(s) • Metrics • Length of time from request receipt to response • Types, Departments

  9. Meeting Information • Contact Info • Coherent Web Team : esdis-cw@lists.nasa.gov • Advisory Group : eosdis-usersupport@lists.nasa.gov • Meeting Info • Thursdays 2:00pm – 3:00pm EDT • Dial In # - 877.973.2179 Passcode 770291 • Meeting Number: 992 789 096 • WebEx Link: https://nasa.webex.com/nasa/j.php?ED=187299772&UID=0&PW=NOWY5MzZlOTFi&RT=MiMxMQ%3D%3D

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