dm_ppt_np_v01 using the earthdata service desk december 8, 2015 kathleen l carr
DESCRIPTION
DM_PPT_NP_v01 3 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 responseTRANSCRIPT
DM_PPT_NP_v01
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– [email protected]
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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