These pages describe standard operating procedures used and how to assist with the OpenMRS Community Help Desk
Types of Cases:
Wanting to Contribute
Travel Grant
OpenMRS Guides
Events
Social: Non Resolved - Twitter or Facebook
Onboarding
Partnerships
Community Management
Atlas Support
Unassigned
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 Management | Maurya |
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? 1-3Is 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)
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
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