The purpose of this document is to describe the SOP for providing support as an agent on the PMNSUPPORT project. An agent is the name created by Atlassian for a person providing support in a Service Desk project. This will almost always be a member of the Center for Distributed Analytics & Informatics Systems (CDAIS), in our case. In 2017 we transitioned from using a Google-powered email for the PMN Help Desk to Jira Service Desk within the popmednet.atlassian.net instance.
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| Item | Response Time and Assignment |
|---|---|
| New Service Desk ticket received | Acknowledged as quickly as possibly; normally no more than two (2) business days of being entered in Service Desk Caveats: PCORnet: For PCORnet-specific MDQ/Modular Program tickets, they should be responded to and addressed in the order of the earliest request due date first Sentinel: Sentinel tickets automatically assigned in the following way:
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| Open tickets | Anytime an agent touches a ticket, an external comment should be made All tickets should be commented on or updated at least weekly |
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| Ticket Status | Description |
|---|---|
OPE | The initial status when ticket is created. |
| The ticket is being actively worked on by the assignee. The Service desk (SD) team moves an item to in progress when initially viewing ticket. Each time a SD team member reviews a SD ticket assigned to them, they will enter a comment to inform the customer of current status even if no additional progress has been made. |
| Additional information is needed from the reporter. The status will be changed to Waiting for Customer if no significant troubleshooting can be done without more information from a customer. |
| A customer has indicated that the item is waiting on the SD team. The item is automatically moved to waiting for support when a customer responds to / comments on ticket. |
| An issue moved to resolved in the following scenarios, see the "Resolving tickets" section below for more details:
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| The ticket is not valid, not PMN-related, or will not be addressed for a variety of reasons. See the "Non-support Questions Entered in Service Desk" section below |
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Sometimes a customer may say an issue affects more than one PMN network through the use of the Networks Affected field. In this case, notify the relevant liaison(s) for the additional affected project. For example, if Kimberly Barrett sees in a PCORnet HDC ticket also notes that the issue also affects Sentinel, she should bring the ticket to Adam Paczuski (Unlicensed) and Zac Wyner (Unlicensed) 's attention.Sentinel is experiencing issues then everyone ont he team shoudl be informed.
Addressing Duplicate Tickets
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