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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The original ticket assignee must work with the hosting manager to schedule an appropriate off-hours time to perform the data destruction. After the destruction is performed, the hosting manager will comment on the MSRT Support ticket, and the original ticket assignee must log into the relevant Query Tool Web Portal and verify that the files have been deleted, but only the files requested by the customer. Once this has been completed successfully, the original ticket assignee confirms the data destruction as a comment and resolves the PMN Support ticket. A standard notice of data destruction that includes the date and time of destruction (template: Data Destruction Confirmation.docx) will be attached to ticket. Members of the institution whose data was destroyed will then be added as participants to the PMN Support ticket.as participants to the PMN Support ticket.
Note that data are deleted from the PMN web portal database servers on a routine basis as described here
Tickets Asking for PMN Requests to be Resubmitted
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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 on the team should be informed.
Addressing Duplicate Tickets
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- Link the least informative Service Desk ticket that has had the least progress made on it to the other ticket and select the "duplicates" option to indicate it is a true duplicate. Review the tickets for any confidential information that should not be shared; if there is somethign something in question, create a new ticket that describes the issue without any confidential or private information. (e.g. a customer includes their password to a system in the ticket)
- Resolve the least informative ticket as a Duplicate and comment externally stating it is being closed as a duplicate and that their issue will be addressed in the ticket that was duplicated.
- Copy the description from the least informative ticket (if it still contains useful information and nothing confidential) into a comment on the more informative ticket as a comment. Be sure to indicate that the information was copied from the duplicate ticket.
- Process the active Service Desk ticket as normal.
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Occasionally a user will report an issue to multiple avenues (e.g. entering a Service Desk ticket and reporting the same problem to Query Fulfillment, who then enter a Service Desk ticket on their behalf); Multiple people within a Coordinating Center or multiple people at a single organization will report the same issue to Service Desk (e.g. a DataMart Administrator and their supervisor). Only perform the following actions for the two cases above. If two different users report the same problem but they reside at different organizations (e.g. one is at Hosptial Hospital A and the other is at Hosptial Hospital System B), do not perform the following actions and address the tickets separately:
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