Date: 2017-02-09
Notes: http://notes.openmrs.org/2017-02-09_Helpdesk_Manager_Meeting
Attendees
Jeff
Larry
Hillary
Discussion
Thanks to the Mgr team
Handling very old tickets (1yr) and beyond
- Old tickets need to be closed with a response - Larry
- Develop message for these tickets
Assigning tickets to yourself, which opens the possibility to lose track and misprioritize
- suggests to assign to another member to help alleviate burden
- Develop recruitment message to post on Talk
- Use this content to post on 'Get Involved' sections
Response time for tickets is still too long
- lack of support - need to motivate and encourage others to support
- Make additions to "Get Involved" to include helpdesk support
- Proposed idea of reducing workload, improving platform, or improving strategies
- general consensus that more volunteers would solve the issue
- Don't have a documented way of responding to more unique responses - Larry
- Existing documentation needs to be improved
- Documentation needs to be created for more specialized cases
- Hillary has a resource which he will share
- Needs to be more direct access to the Infrastructure team
- There is confusion sometimes as to which medium to use and discuss
- Use telegram group - per Burke
Develop a badge for Talk - Larry
- Develop criteria for badge levels
- tickets closed, response times, etc.
Requested a feedback form for improvements
Getting started section
- develop helpdesk pages similar to the wiki space
To Do:
Develop message for 1yr tickets and send to close out - Ivange/Hillary
Develop recruitment message to post on Talk - Ivange/Hillary
- Use this content to post on 'Get Involved' sections
Improve documentation for replying to cases to improve training of new volunteers - Jeff
Improve communication channels between helpdesk and Infrastructure team - Jeff
Develop a badge for Talk - Larry
- Develop criteria for badge levels - Larry/Hillary
Requested a feedback form for improvements - Jeff
Create wiki space for helpdesk mgr - Jeff
Import 'getting started' sections from the wiki to Helpdesk - Hillary