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: 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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