Earthdata User Support

1. Earthdata User Support April 30, 2012

2. Earthdata User Support Tool • Refine & prioritize user support tool requirements  • Perform & review a trade study of existing tools • Provide a recommendation regarding which user support tool should be used. • Identify and recommend tool-specific customizations to meet Earthdata needs. • Identify and recommend Earthdata user support response workflows. • Perform user acceptance testing prior to Operational release.

3. User Support Tool Selection Process • Identified users of the Earthdata User Support Tool: • URS (Dept. & Team) • LANCE (Dept. & Team) • Earthdata (Dept. & Team) • ECHO (Dept. & Team) • USWG Team • Outreach Team • ESDIS Team • Solicited requirements from each group, including DAAC representation from LPDAAC, NSIDC, and ORNL. • Trade study comparison and demos of a number of products. • DAAC participation in trade study and demos. • Selected Kayako Resolve.

4. Earthdata – USWG Scenario

5. Evolving Issues and Next Steps Functionality released on 4/26/12, and already received approximately fifteen inquiries that span discipline expertise across EOSDIS. Procedural and communication concerns on how these requests are addressed in the most efficient manner throughout EOSDIS assets. Structured approach to identify and resolve these issues with input from DAAC User Services and personnel to provide the best support for our end users. Nate James, Matt Cechini, and Steve Kreisler convening group to create approach to working with EOSDIS assets to effectively support end-user assistance workflows.

6. BACKUP BACKUP

7. Customizations • Types • General – A general question or request for information and/or assistance. • Issue – A problem with the system or content. • Feedback – General feedback about a website or product. • Data/Science – A specific question relating to data or science application. • Priorities • Low • Normal • High • Critical • Custom Fields • User • NASA Agency ID • EOSDIS URS ID • Ticket • Referral Source (e.g. Earthdata Webpage)

8. Customizations (cont…) • States • Open – All new new requests. • Transferred – Requests received by an Earthdata user support team, but needing a response for a different team. • In Progress – Request is actively being worked by a user support team member. • Waiting – Request is waiting for a reason other than user or DAAC. • Waiting for DAAC – Request is waiting for information from the DAAC/USO team. • Waiting for User* – Request is waiting for a response from the original end user. • On Hold* – Request has been responded to, but further action is needed at a future date. • Closed* – Request has been responded to and no further action is needed. * - A resolved state. Resolved states indicate that immediate action by a user support representative is not expected.

9. Customizations (cont…) • Configured Workflows • Transfer to Department X (ECHO/LANCE/Earthdata) • Department is changed • Status changed to “Transferred” • Remove Assignment • Transfer to URS • Department is changed to URS • Status changed to “Transferred” • SLA Plan changed to “Time-Sensitive Support” • Remove Assignment • Mark as time sensitive • Change SLA plan to “Time-Sensitive Support” • Un-mark as time sensitive • Change SLA plan to “General Support” • Auto Close Configuration • Close when there is no user response • Criteria: Status = ‘Waiting for User’ • Inactive: – 24 Hours • Closure: – 48 Hours

10. Customizations (cont…) Overdue: Amount of time before a new ticket must be responded to. Resolution Due: Amount of time before a ticket must be moved to a “resolved state”. Resolved States: Waiting for User, On Hold, Closed. • SLA Schedules (Support Day/Time Windows) • 9x5 Work Day – Mon-Fri 8am  5pm • 11x5 Extended Work Day – Mon-Fri 8am  7pm • 24x7 Attended Operations – Sun-Sat 12am  12am • SLA Plans (Thresholds) • General Support • Overdue – 24 Hours • Resolution Due - 72Hours (Not Used) • Time-Sensitive Support • Overdue – 4 Hours • Resolution Due – 24 Hours (Not Used) • Escalations • Overdue Ticket • Sends notification to entire staff team.

11. Customizations (cont…) • Notifications • Ticket Created – Sent when a new ticket is received. • Recipients – Department (this will typically be Earthdata) • Ticket Transferred– Sent when a ticket is transferred to a new department. • Recipients – The newly assigned department • Ticket Assigned – Sent when a ticket is assigned. • Recipients– Assigned user support staff. • Ticket Updated– Sent when an end user replies. • Recipients – Assigned user support staff. • DAAC USO – Sent when a ticket is moved to the “Waiting for DAAC” state • Recipients – daac-uso@lists.nasa.gov • Views • All Tickets – All tickets in the selected folder. • Auto-Refresh – Off • Sort By – Last Activity(Stalest First) • Filters • Urgent Tickets – Unresolved tickets with the ‘Time-Sensitive Support’ SLA Plan

12. EarthdataLook and Feel • Required Fields through REST API • Subject (Auto) • Automatically generated: “Earthdata Website Request” • User’s Name (User) • Email Address (User) • Contents (User) • Department (Auto) • Ideally, this is automatically set to LANCE/URS/ECHO/… based on content area in the site. • Default user support department = Earthdata • Ticket Status (Auto) • Always starts as ‘Open’ • Ticket Priority (Auto) • Always starts as ‘Normal’ • Ticket Type (User) • Defaults to “General” • Present user drop down list where they can pick from the existing types. • It’s possible for a department to have their own type… those custom types would not be included in the drop-down. • Autouserid = 1 (Creates user account if one does not exist) • Custom Field – Referral Source (Auto) • Include the current Earthdata page.

13. Earthdata Look and Feel (cont…) User Name Email Address Question/Comment Will send page tag event to EMS. Thank you, your request has been received. Type General Ok Submit • Proposed Look and Feel

14. Earthdata – USWG Scenario Contact User Support Project-Specific Follow-Up Rule(s) User Request solved? Respond in 1 day? yes no Web Form Email yes no auto message Close request Request stored in DB User Support System Send email to user Create request Append to request Is Question for DAAC/USWG? Earthdata User Support Team(s) (UST) Respond to user no yes Forward to DAAC USO USWG / DAAC USO Respond to Earthdata UST

15. Earthdata – Request Transfer Scenario Contact User Support Project-Specific Follow-Up Rule(s) User Request solved? Respond in 1 day? yes no Web Form Email yes no auto message Close request Request stored in DB User Support System Send email to user Create request Append to request Relevant question for initial UST? Respond to user Earthdata User Support Team(s) (UST) yes Requires outside UST? no no Transfer w/i tool yes Forward Email Update Request Outside User Support Team(s) Does outside UST respond to user? Respond to user & Earthdata UST Provide information to Earthdata UST yes no

16. Earthdata – Trouble Ticket Scenario Contact User Support Project-Specific Follow-Up Rule(s) User Request solved? Respond in 1 day? yes no Web Form Email yes no auto message Close request Request stored in DB User Support System Create request Append to request Send email to user Earthdata User Support Team(s) (UST) Requires Earthdata Ticket Respond to user no Send initial response Assign to Earthdata UST Assign to Original UST w/ Addl Information yes Earthdata Team Create Ticket Fix Ticket

17. Earthdata – SOP Scenario Contact User Support Project-Specific Follow-Up Rule(s) User Request solved? Respond in 1 day? yes no Web Form Email yes no auto message Close request Request stored in DB User Support System Send email to user Create request Append to request Is Sensing Our Planet question? Earthdata User Support Team(s) (UST) Respond to user no yes Forward to DAAC USO USWG / DAAC USO Respond to Earthdata UST

18. Earthdata – Knowledgebase Scenario Contact User Support Project-Specific Follow-Up Rule(s) User Request solved? Respond in 1 day? yes no Web Form Email yes no auto message Close request Request stored in DB User Support System Create request Append to request Send email to user Covered by existing knowledgebase article? Respond to user yes Include knowledgebase content. Earthdata User Support Team(s) (UST) Should response be added to knowledgebase? no no yes Add to Knowledgebase

19. Metrics • Resolved Ticket Event Information • Department • Creation Time • Last Activity Time • Creation Mode • Support Center Client • Staff Control Panel • Email • REST API • Type • Feedback • Issue • Data/Science • Priority • Referral Source (Custom Field) • Email Address

20. Metrics (cont…) • Core Metrics Questions • How many tickets are submitted per project each day? • What "Types" of tickets are being submitted? • How are tickets being submitted? • How many tickets are being resolved each day? • What is the average resolution time? • Future Metrics Questions • How many items are being escalated, meaning not addressed fast enough? • How many "Time-Sensitive Support" tickets are being worked? • How many replies are being sent? • Website Metrics • Which pages are users submitting questions on?

21. Metrics Questions • USWG Workflow • How many tickets are submitted per project each day? • Reply to Name • How many items are being escalated, meaning not addressed fast enough? • How many "Time-Sensitive Support" tickets are being worked? • Website Metrics • Which pages are users submitting questions on?

22. Mail Templates • Autoresponder Template • Sent every time that a new request is received. • Subject: [#<TICKET ID>]: Re: <ORIGINAL SUBJECT> <FULL USER NAME>, Thank you for contacting Earthdata Support. This is an automated response confirming the receipt of your request. One of our support representatives will get back to you as soon as possible. For your records, your request has been assigned the following ticket ID: <TICKET ID> . When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately. Sincerely, Earthdata Support • Questions/Comments • At this point, ticket metadata (dept, priority, type, etc) are likely not correct, so I don’t think we can include that info.

23. Mail Templates (cont…) • Support Response Template • Sent when a support representative replies. • Subject: [#<TICKET ID>]: <ORIGINAL SUBJECT> <RESPONSE> • Questions/Comments • Should we include the original question or any of the history? • At this point, ticket metadata (dept, priority, type, etc) are likely correct, so we could include this information if we wanted to.

24. Mail Templates (cont…) • Support Response Template • Sent when an automated notification is sent • Subject: [#<TICKET ID>]: <ORIGINAL SUBJECT> <SUPPORT STAFF NAME> updated <TICKET ID> ----------------------------------- Status: Open (was: Waiting for DAAC) <SUBJECT> ------------------ Ticket ID: VDC-150-12216 URL: https://support.earthdata-uat.nasa.gov/staff/index.php?/Tickets/Ticket/View/179 Full Name: Matt Cechini Email: matt.cechini@gmail.com Creator: User Department: LANCE Staff (Owner): Matt Lance Type: General Status: Open Priority: Low SLA: General Support Template Group: Default Created: 25 April 2012 11:18 AM Updated: 25 April 2012 12:46 PM Due: 30 April 2012 09:46 AM (4d 21h 0m) Resolution Due: 07 May 2012 12:46 PM (12d 0h 0m) • Questions/Comments • What information should be included for the ticket details?