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Travel Grant

Paul, (Events Coordinator TBD)

OpenMRS Guides

Daniel, Harsha, Joseph, Lukas, Nyah, Sandeep, Maurya, Suranga, Terry

Events

Pascal, Terry, Suranga

Escalation

Paul, Burke

Social: Non Resolved - Twitter or Facebook

Harsha, Pascal, Terry, Suranga

Onboarding

Nicole Banister

Partnerships

Jan Flowers, Terry Cullen, (Joaquin), Paul

Community Management

Nicole, Pascal, Terry, Suranga

Atlas Support

Burke Mamlin,

IRC Moderation (Rare and if it does)

Daniel

Unassigned

Burke Mamlin

Release ManagementMaurya


Release Management Cases:
The only contraint of this category is to be available at the time of releases (January, March, September)
Knowledge required to volunteer: Email proficient, Knowldege of Wordpress, bamboo is an advantage
Requestor: Release Managers
Type of Requests: Tag a Release in Bamboo, Update download Links in OpenMRS.org
Frequency: 3 cases/Year (at the time of Release)
Response Time: 1 day at most
Time taken per case: 5 - 15 Mins

Community Management:

What is this? Any Requests to manage communities

Why is this required? To help local communities  and serve as an initial point of contact

 How important are these cases (on a scale of 1-10)? 5

How many days are acceptable for a response in this? 1-3 Automated

Is there anyway we can automate it?  Partially

How long does it take to resolve this? 5 mins - 1 hour

How long is a maximum unacceptable resolve time? 1 - 2 Week

How long does everyone in it spend time on it per week?  Based on requests and 5-6 hours a week

 

Talk Post Moderation:

What is this? Fixing offensive/ Spam, Correct category, Broken Links. 

Why is this required? To maintain community interaction

How important are these cases (on a scale of 1-10)? 5-10

How many days are acceptable for a response in this? 1

Is there anyway we can automate it?  Anything talk supports

How long does it take to resolve this? 5 mins - 15 mins

How long is a maximum unacceptable resolve time? 1 day

How long does everyone in it spend time on it per week?  1 hour at most

 

Social:

What is this?  Any tagging and requests in facebook and Twitter

Why is this required?  Social Media Presence

How important are these cases (on a scale of 1-10)?

How many days are acceptable for a response in this? 1-3

Is there anyway we can automate it?  Automated initial response

How long does it take to resolve this? 5 - 15 mins

How long is a maximum unacceptable resolve time? 3 days

How long does everyone in it spend time on it per week?  Periodic  (2-3 hours a week)


Events:
 What is this? Any Event Coordinated or involving OpenMRS

Why is this required?  Manage, Also Overlap with Travel Grants and any other Requirements

How important are these cases (on a scale of 1-10)? 5-10 

How many days are acceptable for a response in this?  1-3 days

Is there anyway we can automate it?  Partially - Travel / Any Other Query

How long does it take to resolve this? Weeks - Months

How long is a maximum unacceptable resolve time?  Can't say but should have continued dialog 

How long does everyone in it spend time on it per week?   Periodic and seasonally important


Atlas Support:

What is this? Any questions regarding atlas. Issues/owning the Marker.

Why is this required?  Only Burke can help with this

Can this be removed in future?  With Atlas 3.0

How important are these cases (on a scale of 1-10)? 3-4

How many days are acceptable for a response in this? 1-2 Business Day

Is there anyway we can automate it?  Partially - To mention how long a case may take

How long does it take to resolve this? 5 Mins

How long is a maximum unacceptable resolve time? 1 Week 

How long does everyone in it spend time on it per week?  0 - 5 Mins


Guides:

What is this? Needs help with development, setting up environment

Can this be automated? Yes but needs to create documentation

How important are these cases? Depends

How many cases per week? 6-10 earlier, now none because no one is assigning

How many days are acceptable for a response in this? as soon as possible

How long does it take to resolve this? Depends on the person but on an average 4-5 days

How long does everyone in it spend time on it per week? 2-3 hours a week earlier


Partnerships:

What is this? Partnerships from contact form

How important are these cases? Depends on contact

How many cases per week? 1 a week

How many days are acceptable for a response in this? 1 - 2 days a response a canned response if you don’t hear from the team within 3-4 days you can contact them directly at

Is there anyway we can automate it?  Automated canned response

How long does it take to resolve this? Variable - Continuous discussion

What is the acceptable time for direct contact? Within 1 week a direct contact and a resolution in 2 weeks

How long does everyone in it spend time on it per week? 1 hour or less