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. 

Responding to Tickets

Service Level Expectations

CDAIS will use the following guidelines when prioritizing tickets and strives to begin working on them within the stated response time. The actual response time may vary depending on the volume of reported tickets, the availability of resources, and the thoroughness of the information provided. If a ticket cannot be resolved in the expected timeframe, the customer will be notified and provided with a revised estimated time of completion. Escalation requests are considered on a case‐by‐case basis.

Commenting on Tickets

When adding comments to a Service Desk ticket, only use the public comment option if you are addressing the customer directly. Note that people can be added as watchers or as request participants to issues. When adding comments, the default should be "Share with Customer" as shown below.

If there is a valid reason for an internal-only comment shared with another agent, do so using the internal comment option.

Ticket Status 

Resolving Tickets

When resolving a ticket per requirements above, the status is moved to Resolved, a resolution status is selected and a comment indicating the resolution summary  is added. (See the section below on Non-Support Questions Entered in Service Desk).

Resolutions statuses can be one of the following:

• Done: The support ticket has been addressed, a fix put in place, and no further action is needed
• Duplicate: Duplicate tickets can be created by a variety of reasons and the ticket with the most information is usually the item that is kept. (See Addressing Duplicate Tickets below)
• Bug Entered: The support ticket has been addressed but a software update is needed to fully resolve the issue. A bug has been created that describes the fix needed and assigned to the development team. The PopMedNet version number and release date for the associated bug fix  can be viewed in the new Jira issue and the original support ticket reported by the customer. See Copying Bugs from PMNSUPPORT to PMNDEV below.
• Enhancement Entered: The support ticket has been addressed and it represents an improvement to an existing feature or completely new functionality. A development item been created that describes the change desired and assigned to the development team. The PopMedNet version number and release date of the feature request can be viewed in the new Jira issue created and may be available in reports or wiki pages*. 
• Customer Timed Out: If after 2 weeks (10 business days) of no response from the customer, the Service Desk team may close the ticket as resolved with the status of Customer Timed Out. 
• Cannot Reproduce:  The Service Desk team is unable to reproduce the reported error.
• Declined: In the case of tickets for new features or services, the Service Desk team may decline the request.  An explanation will be provided to the customer.

Example Resolution Summary Comments

When resolving a Service Desk ticket, an agent must always include a resolution summary as a final comment. This should always be in the format of:

• Resolution: (type a sentence or two summary of the resolution here)

This can be accompanied by a final comment addressing customer if appropriate. For example, a final comment could look something like:

Hi Jane Doe,

Thank you for working with us while we troubleshoot this issue. I am resolving this ticket to reflect your confirmation that this issue is no longer occurring. If you run into any issues again, please do not hesitate to enter another ticket with us.

Resolution: Modified Jane's user security groups to allow her to properly review and approve responses for Organization A.

Thank you,

Kyle

OR

Dear John Doe,

It's been 10 business days since our last attempt to contact you and we haven't heard back. We assume the issue is resolved. If that is incorrect, please add a comment and we will respond accordingly.

If you resolved the issue yourself please take a moment to share your solution for future reference.

Resolution: No response from customer within 2 weeks

Kind Regards,

The PMN Service Desk Team

Tickets Requesting New User Accounts in a PMN Instance

If a Service Desk ticket requests the creation of an account for a new user, follow the appropriate steps specified here: /wiki/spaces/DPM/pages/11534362.

Misc. Tasks

Copying Bugs from PMNSUPPORT to PMNDEV

If a ticket has been determined to be a bug:

1. Clone the Service Desk ticket.
2. Move the cloned ticket to the PMNDEV project, add the relevant metadata (affects version, fix version, assignee, funder, approval, etc), and modify the description to fit the 'current behavior, expected behavior, steps to reproduce' bug template.
3. Move the original Service Desk ticket to the "Bug Entered" status and give it the "Bug Entered" resolution
4. Reply to the customer stating that the bug was entered in our development backlog and share the PMNDEV link if they have permission to see the PMNDEV project. If you know when the bug will be addressed, provide the appropriate timeline to the customer.

Tickets Requesting Data Destruction

A customer may contact the PMN Service Desk asking to delete files that were uploaded to a PopMedNet network. When this happens, the following must be verified:

1. The person requesting the deletion has the authority to request a file deletion. This must be:
   1. For deleting Request Files:
      1. The person who sent the request(s) in question
      2. A supervisor of the person who sent the request(s) in question
      3. Someone with equivalent permissions as the person who sent the request(s) in question (e.g. if one member of PCORnet Query Fulfullment sent a request, but another member of PCORnet Query Fulfillment requested for its request file to be deleted)
      4. A member of the same coordinating center team who sent the request(s) in question requested the destruction (e.g. if a member of the PCORnet Data Curation team at DCRI requested the deletion of files sent by the PCORnet Query Fulfillment team at HPHCI, we could not authorize that deletion without approval of the Query Fulfillment team)
   2. For deleting Response Files, all of the above apply, plus:
      1. If the person is a DataMart Administrator, Organization Administrator, Principle Investigator, or Project Manager at the DataMart requesting the deletion and the files being deleted are only their own and not responses that belong to other organizations

After proper verification, an MSRT Support ticket can be created and assigned to our hosting manager (John Arkins, as of 1/9/18) to perform the data destruction. When passing the ticket off, be certain to list the following information for all relevant files that need to be deleted:

1. PopMedNet instance URL (e.g. querytool.healthdatacollaboration.net)
2. Request ID or System ID
3. Exact DataMart name
4. File name
5. Response time (if it is a response file)
6. Request time (if it is a request file)
7. GUID (in request URL):

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.

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

A customer will sometimes accidentally upload an incorrect response to a PMN request and contact Service Desk to ask if they can re-upload a new response. When this happens:

1. Add the person who sent the request to the Service Desk ticket as a Request Participant. This information can be found in the PopMedNet instance URL (e.g. querytool.pcornet.org)
2. Comment asking for the person you added in step 1 to resubmit the routing for the DataMart that the customer belongs to; details on how to resubmit a request can be found here
3. Resolve the ticket with a comment once the customer confirms they are able to upload the new results

Tickets Affecting More Than One PMN Network

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 a HDC ticket also notes that Sentinel is experiencing issues then everyone on the team should be informed. 

Addressing Duplicate Tickets

Ticket duplication can happen in Service Desk in a few different ways, and should be addressed as follows:

Duplication caused by Jira email

There are some bugs in the Jira Service Desk software itself which will cause a customer's response to a Service Desk ticket via email to be entered as a completely new ticket instead of a comment on the ticket they are responding to. These are logged with Atlassian (examples: https://jira.atlassian.com/browse/JSDCLOUD-2373 and https://jira.atlassian.com/browse/JSDCLOUD-4413, note there may be additional causes to this issue). When this happens:

1. Link the new Service Desk ticket to the old ticket and select the "split from" option to indicate it is a continuation of the old ticket and not a true duplicate.
2. Resolve the new ticket as a duplicate.
3. Copy the description from the new ticket into a comment on the old Service Desk ticket. Be sure to indicate that the text was copied from the customer as a response to the previous comment.
4. Proceed responding to the customer's response on the old Service Desk ticket as you would if the duplication never occurred.

Duplication by a single user

Occasionally a single user may enter the same issue twice in service desk at the same time. The text they include may be exactly the same or different, but the issue they are reporting is exactly the same. When this happens:

1. 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 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)
2. 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.
3. 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.
4. Process the active Service Desk ticket as normal.

Duplication by multiple users

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 Hospital A and the other is at Hospital System B), do not perform the following actions and address the tickets separately:

1. 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.
2. 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.
3. Copy the description from the least informative ticket (if it still contains useful information) into a comment on the more informative ticket as a comment. Be sure to indicate that the information was copied from the duplicate ticket.
4. Add any customers/request participants from the duplicate issue to the original issue as request participants. If this is already the case, this step can be skipped.
5. Process the active Service Desk ticket as normal.

Non-support Questions Entered in Service Desk

Sometimes, someone may enter a question that is not relevant for Service Desk into Service Desk (e.g. a Data Partner asking for clarification on the details of a Modular Program workplan). In these cases:

1. Reply to the customer stating:
   1. The service desk is only used for technical PMN-specific questions and issues
   2. The appropriate venue to go to for the type of question they're asking
   3. That you are Declining the Service Desk ticket and will forward their question to the appropriate person/team
2. Move the Service Desk ticket to the Declined status
3. Reach out to the appropriate person/team, copying the customer, and copy & paste the customer's original question for them