dm_ppt_np_v01 using the earthdata service desk december 8, 2015 kathleen l carr

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Using the Earthdata Service DeskDecember 8, 2015Kathleen L Carr

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When should I use the Service Desk?• For requests that will be fulfilled by ESDIS

project teams (EED, EMS, COMET, …)• DAAC User Support, DAAC Systems

Engineering, ESDIS product support teams, etc. are encouraged to use the Service Desk

• ‘End users’ will continue to use – Feedback Module / Kayako– support@earthdata.nasa.gov

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What are the advantages of using the Service Desk?• Better ticket management• Better communication with the

reporter• Increased transparency into tickets• Support for metrics on ticket

response

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How do I access the Service Desk?

• servicedesk.earthdata.nasa.gov• Link from wiki.earthdata.nasa.gov

• Requires Earthdata Login account

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What products are supported by the Service Desk?• ECC• Earthdata website (earthdata.nasa.gov)• Earthdata Search Client (search.earthdata.nasa.gov)• ECHO / Reverb / PUMP• CMR• MMT (coming soon)• EMS• COMET• UST / Kayako• Earthdata Login• Productivity Tools (JIRA, Jama, Bamboo, Stash, Wiki)

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What can I do with the Service Desk?• Report an outage• Request access to projects, tools, and

products• Request network support• Request issue with or request change to

Earthdata Productivity Tool• Report a bug with an Earthdata product• Request a feature for an Earthdata product• Request integration of an Earthdata tool with

my application

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What happens to my Service Desk request?• User enters request through the Service Desk• Request is assigned a ticket number of ESD-nnn

in the Earthdata Service Desk project• Request is reviewed by proper Operations team

and assigned for work– Request may be worked as an ESD ticket– If resource to fulfill ticket needs to be managed out of

another JIRA project (e.g., SA project or development project), request may be Cloned to a ticket in that other project

• Ticket goes through normal PRB and ERB processes• Statuses are synched back to the ESD ticket

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clone

ESD project (primarily Operations) Other JIRA projects(e.g., UST, ED, URS, CMR, ECHO, EDSC, MMT, EI, …)

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How do I track my Service Desk requests?

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How do I track my Service Desk requests?• Reporter gets emails

– each time the issue changes state

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How do I allow others to track my Service Desk requests?

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Questions?

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This work was supported by NASA/GSFC under Raytheon Co. contract number NNG15HZ39C