Coherent Web Earthdata User Support Tool User ’ s Guide

1. Coherent Web EarthdataUser Support Tool User’s Guide

2. Overview • User Support Tool Users • Customizations • Trouble Ticket Workflows (Ticket Scenario Diagrams) • Earthdata User Support Tool • What’s Required • Getting Started • Resolve Menu • Ticket Overview • Dashboard Menu • Ticket Menu • Knowledgebase Menu • Users Menu • Reports Menu

3. User Support Tool Users Staff – Individual user support representative. E.g. – LANCE support representative Department – EOSDIS project to which user support requests are associated. E.g. – LANCE, ECHO, Sensing our Planet, etc. Team – Grouping of Staff user accounts granted permissions to view and respond to requests in one or more Departments. E.g. – ECHO Operations Team, Earthdata Support Team, USWG

4. Customizations • Workflow States • Tickets are transferred (workflow of events) from the “Open”to “Closed”. • Tickets can move between any state as needed. • Important: A request status should be updated to accurately reflect it’s current response state. • Auto Close Configuration • Tickets may be automatically closed after matching configured criteria for a period of time. • Support Requests will be automatically closed when a ticket remains in the “Waiting for User” state for 48 hours without a response. • Tickets are re-opened automatically if the user does respond.

5. Customizations (cont’d) • Ticket Types • General – A general question or request for information and/or assistance. • Issue – A system or content problem. • Feedback – General feedback about a website or product. • Data/Science – A specific data or science application related question.. • Ticket Priorities • Low – minimum to no impact • Normal – routine occurrence of issue • High – needing more than normal response • Critical – issue impact critical it system requirements • Custom Fields • User • NASA Agency ID (Optional) • EOSDIS URS ID (Optional) • Ticket • Referral Webpage (Optional)

6. Customizations (cont’d) • Service Level Agreements • Support Requests are assigned a service level agreement (SLA) to monitor response time and ensure that requests do not go unnoticed. • An “SLA Schedule” defines the days and times within which support representatives are expected to respond. • Configured SLA Schedules • 9 X 5 Workday – Mon–Fri; 8:00AM–5:00PM • 11X5 Extended Workday – Mon–Fri; 8:00AM–7:00PM • 24X7 Attended Operations – Sun–Sat; 12:00AM–12:00AM • An “SLA Plan” determines how much time may pass before a response is “overdue” or before the ticket has taken too long to be resolved. • <ADD SCREENSHOT LIKE THE SAMPLE SHOWN TO THE RIGHT> • Time “passes” only within the hours specified by the associated SLA Schedule.

7. Customizations (cont’d) • Service Level Agreements (Cont’d) • Configured SLA Plans (Thresholds) • General Support • Overdue – 24 hours • Resolution Due – 72 hours (not used) • Time-Sensitive Support • Overdue – 4 hours • Resolution Due – 24 hours (not used) • Tickets that reach their configured SLA Plan thresholds may trigger escalations to trigger further action, including automated notifications, assignments priority changes, etc. • Configured Escalations • Overdue Ticket • Notification sent to entire department.

8. Customizations (cont’d) • Automatic Notifications • Notifications may be configured to notify specific individuals when a ticket is modified or changed. Currently only Kayako administrators have permissions to create and/or modify notifications. • Configured Notifications • Ticket Assigned – The user to whom a ticket has been assigned receives an email with the details of the assigned ticket. • Ticket Created – All members of the ticket’s department are notified when a ticket is manually or automatically created. • Ticket Transferred – All members of the ticket’s new department are notified when a ticket’s department is changed. • Ticket Updated – If a user replies, or a note is added, to a ticket that is assigned to a support representative, an email is sent to the assignee. • Views • Customized ticket “views” may be created to determine which columns are displayed when viewing a ticket list. • Currently, a default view is provided and only Kayako administrators have permissions to create and/or modify views.

9. Customizations (cont’d) • Filters • Customized ticket “filters” may be created to display a filtered listing of tickets matching configured criteria. • Currently, default filters are provided and only Kayako administrators have permissions to create and/or modify filters. • Email Templates • Emails sent to end users are generated based on configurable templates within the administrator interface. • Emails sent to staff as a part of automated notifications are _not_ configurable via templates. Modifications can be made in the source. • An enhancement request for Kayako exists to allow this. • Customized Email Templates • Autoresponder – Messages sent to end users immediately upon receipt of a support request. • Staff User Reply – Sent to a user when a user support representative replies. • Staff User Forward – Sent to target recipients when a user support representative forwards an email.

10. Trouble Ticket Workflow(Ticket Scenario Diagram) Contact User Support Project-Specific Follow-Up Rule(s) User Request solved? Respond in 1 day? yes USWG Workflow 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

11. Trouble Ticket Workflows (con’t.) (Ticket Scenario Diagram) Earthdata – Request Transfer Workflow

12. Trouble Ticket Workflows (con’t.) (Ticket Scenario Diagram) Earthdata - Trouble Ticket Workflow

13. Trouble Ticket Workflows (con’t.) (Ticket Scenario Diagram) Earthdata - Knowledgebase Workflow

14. Earthdata User Support Tool • What’s Required: System Elements: • Internet Explorer 8.0+ or Firefox 3.6+ standard software to access web interface • Username and Password (NASA NAMS authentication currently not enabled, but will be soon.) • UAT URL: https://support.earthdata-uat.nasa.gov/ • Production URL: https://support.earthdata.nasa.gov/

15. Getting Started • Logging In: Users are to create a username and password . • Launch recommended Internet Browser and Enable Pop-ups • Enter URL: http://support.earthdata.nasa.gov/staff The resolve login dialog box appears… • Enter Username and Password, thenclick Login • The resolve Support Tool begins to load, then appears. • NOTE: Click Options button to set: Remember Me and Language (English default). Remember Me will remember username/password after closing browser.

16. Home (Dashboard) Menu • The defect Home Dashboard (window default) provides access to the Trouble Ticket records. The window’s display is controlled by the User. Navigation Menu Bar (tabs) and their Submenu Options Logout (Active User identifier) Active User’s Ticket Counter Defect Search Current Date/Calendar User Login Details Departments and Ticket Tree: Tickets State Options and Grouping Communications or News Articles can be published Quick Reference Menu (Status Alerts) Overview of Ticket Status for Active User Active Online User Status List T he “Defect List Window” or Browse Window list all defect for a given project You can predefine filters (either private or global) to control the display of defect in window.

17. Tickets Menu Defect Search • The Ticket menus support the major components of the system – ticketed help support. The User can submit trouble tickets through the client support interface. Navigation Menu Bar (tabs) and their Submenu Options Logout (Active User identifier) Ticket Options Header fields for email notification of Ticket Overview of Ticket Status for Active User Ticket Message/ Content (this area) Quick & Advanced Ticket Search Department Indicator and Customizations Active Online User Status List T he “Defect List Window” or Browse Window list all defect for a given project You can predefine filters (either private or global) to control the display of defect in window.

18. Knowledgebase Menu Defect Search • The knowledgebase menus provides the user with an information repository database (e.g., Frequently Asked Questions, How To’s, Technical Notes, etc.). Navigation Menu Bar (tabs) and their Submenu Options Logout (Active User identifier) Topic tabor view Quick Filter List Manage Information Listing Select to Insert Category (Inherit, Global, Public, Private) T he “Defect List Window” or Browse Window list all defect for a given project You can predefine filters (either private or global) to control the display of defect in window.

19. Users Menu • The Users menu supports two sections – Users and Organization. This User section of the staff control panel allow management of users and organization for the support desk. This section is accessible to a client’s complete profile. Listing of current Users Insert User Panel T he “Defect List Window” or Browse Window list all defect for a given project You can predefine filters (either private or global) to control the display of defect in window.

20. Reports Menu • The Reports menu allows management of users defined reports of selective data from the repository. Navigation Menu Bar (tabs) and their Submenu Options Click to create new Report New Report Dialog Box Category Views T he “Defect List Window” or Browse Window list all defect for a given project You can predefine filters (either private or global) to control the display of defect in window. Only Kayako Administrators can create, update, or delete Reports.

21. Entering a New Ticket • Tickets: Users can manage, create, filter and search on trouble tickets. To create a new trouble ticket, perform the following: • Click Tickets tab, then select New Ticket optionThe New Ticket dialog box appears… • Select ticket Type: Send Mail option • Send Mail – generates email of ticket request • As User/Phone – generates phone call on a User’s behalf of ticket request • Select Department from list. • Click NextThe resolve email input screen appears… • Input Subject that describes problem. • Select To – who should receive the ticket request also CC, if additional recipients. • Select Type of issue from the list box. • Select Status which indicates the State of the Ticket. • Select the Priority from the list box. • Click Send to generate new ticket for recipients.

22. Manage and View Existing Ticket(s) • Tickets: Users can manage, create, filter and search on trouble tickets. To create a Manage (view) an existing trouble ticket, perform the following: • Click Tickets tab, then select Manage Tickets option from submenu:The ticket list will appear onscreen. Click the ticket column heading to sort list. • Double-click the ticket title • The Ticket displays in view interface.: • Tab Options – click tabs to manage ticket(General, Reply, Forward, History, Update,Add Note, Print…) • Information – specifies details of ticket, e.g., TID, User, Group. • Workflow – click to move ticket throughthe workflow cycles. • Quick Filter – allow User to filter own, group, or type-specific tickets

23. Insert New Article (in Knowledgebase Repository) • Knowledgebase Articles: Users can create, review, and store categorized articles that is used for information sharing by performing the following steps in a three part sections: • General • Attachments • Options • Input the General information of the Article: • Click the General tab and enter title of articlein the Title input box and. • Accept the Categories default • Click in the article’s content area just belowthe formatting toolbars and add text. • Add any Attachments for the Article: • Click the Attachments tab, then click Browse…to choose file to Upload. • Click Open in the File Upload dialog boxto attach file. • Select the Options for the Article: • Click the Options tab to select appropriate settings for the Article. • Click Publish to publish article. • * Save as Draft for future release.

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