Help desk schedule

The Help Desk officer is responsible for:

• Ensuring that emails to wormbase-help are responded to in a timely manner
• Preparing the agenda for the conference call
• Acting as moderator during the call.

User requests should be:

• Replied to within 48 hours of a business day by a staff member with expertise in that area.

• if not, the Help Desk officer should:
  • Send a reminder email to the Help Desk, cc:ing the user, if it's not a web dev issue.
  • or Write a bitbucket ticket for web dev issues and reply to the user. (The url to the ticket can be provided as it's an open resource)

Bitbucket

When submitting a bitbucket ticket, be sure to choose "Help Desk" from the "Component" drop down list on the bitbucket issue entry form. See Using bitbucket for instructions.

Enter bitbucket tickets in this repo.

To view the Help Desk Archives click here (requires login and password): Help Desk Archives

Handover

When handing duties to the next officer, a summary of unanswered issues should be passed on in an email.

Queue

Help Desk is a rotation, everyone serves once, then it loops again keeping the same order. Any new people get inserted between the current officer and the end of the queue. If anyone needs to be inserted somewhere in the middle of the existing schedule, please keep the dates matching with the rotation order (email Juancarlos if you don't want to line up all the dates yourself). The current queue is : Xiaodong Wang, Arun Rangarajan, Tamberlyn Bieri, Michael Paulini, Gary Williams, Daniel Wang, Norie de la Cruz, Gary Schindelman, Todd Harris, Ranjana Kishore, Paul Davis, Abigail Cabunoc, Shi Xiaoqi, Bill Nash, Ruihua Fang, Chris Grove, Phil Ozersky, Kevin Howe, Daniela Raciti, Yuling Li, Karen Yook, Raymond Lee, Kimberly Van Auken, Wen Chen, Juancarlos Chan, Cecilia Nakamura, Mary Ann Tuli. PIs are not on the roster, and Michael Mueller is handling all textpresso-help emails instead.

Date refers to first day.

2012 Officers

2012-01-09 Tamberlyn Bieri

2012-01-23 Michael Paulini

2012-02-06 Gary Williams

2012-02-20 Daniel Wang

2012-03-05 Norie de la Cruz

2012-03-19 Gary Schindelman

2012-04-02 Todd Harris

2012-04-16 Ranjana Kishore

2012-04-30 Paul Davis

2012-05-14 Abigail Cabunoc

2012-05-28 Shi Xiaoqi

2012-06-11 Bill Nash

2012-06-25 Ruihua Fang

2012-07-09 Chris Grove

2012-07-23 Phil Ozersky

2012-08-06 Kevin Howe

2012-08-20 Daniela Raciti

2012-09-03 Yuling Li

2012-09-17 Karen Yook

2012-10-01 Raymond Lee

2012-10-15 Kimberly Van Auken

2012-10-29 Wen Chen

2012-11-12 Juancarlos Chan

2012-11-26 Cecilia Nakamura

2012-12-10 Mary Ann Tuli

2012-12-24 Xiaodong Wang

2011 Officers

2011-01-10 Michael Paulini

2011-01-24 Gary Williams

2011-02-07 Daniel Wang

2011-02-21 Norie de la Cruz

2011-03-07 Gary Schindelman

2011-03-21 Todd Harris

2011-04-04 Ranjana Kishore

2011-04-18 Paul Davis

2011-05-02 Abigail Cabunoc

2011-05-16 Shi Xiaoqi

2011-05-30 Bill Nash

2011-06-13 Ruihua Fang

2011-06-27 Chris Grove

2011-07-11 Phil Ozersky

2011-07-25 Kevin Howe

2011-08-08 Daniela Raciti

2011-08-22 Yuling Li

2011-09-05 Karen Yook

2011-09-19 Raymond Lee

2011-10-03 Kimberly Van Auken

2011-10-17 Wen Chen

2011-10-31 Juancarlos Chan

2011-11-14 Cecilia Nakamura

2011-11-28 Mary Ann Tuli

2011-12-12 Xiaodong Wang

2011-12-26 Arun Rangarajan

2010 Officers

2010-01-04 Xiaodong Wang

2010-01-18 Tamberlyn Bieri

2010-02-01 Michael Paulini

2010-02-15 Gary Williams

2010-03-01 Daniel Wang

2010-03-15 Norie de la Cruz

2010-03-29 Gary Schindelman

2010-04-12 Todd Harris

2010-04-26 Ranjana Kishore

2010-05-10 Abigail Cabunoc

2010-05-24 Paul Davis (Split shift)

2010-05-31 Xiaoqi Shi

2010-06-14 Paul Davis (Split shift)

2010-06-21 Bill Nash

2010-07-05 Ruihua Fang

2010-07-19 Chris Grove

2010-08-02 Phil Ozersky

2010-08-16 Karen Yook

2010-08-30 Raymond Lee

2010-09-13 Kimberly Van Auken

2010-09-27 Wen Chen

2010-10-11 Juancarlos Chan

2010-10-25 Cecilia Nakamura

2010-11-08 Mary Ann Tuli

2010-11-22 Xiaodong Wang

2010-12-13 Arun Rangarajan

2010-12-27 Tamberlyn Bieri

2009 Officers

2009-01-05 Juancarlos Chan

2009-01-19 Cecilia Nakamura

2009-02-02 Karen Yook

2009-02-16 Jolene Fernandes

2009-03-02 Hans-Michael Mueller

2009-03-16 Xiaodong Wang

2009-03-30 Tamberlyn Bieri

2009-04-13 Michael Han

2009-04-27 Gary Williams

2009-05-11 Daniel Wang

2009-05-25 Norie de la Cruz

2009-06-08 Gary Schindelman

2009-06-22 Todd Harris

2009-07-06 Ranjana Kishore

2009-07-20 Anthony Rogers

2009-08-03 Paul Davis

2009-08-17 Phil Ozersky

2009-08-31 Karen Yook

2009-09-14 Erich Schwarz

2009-09-28 Raymond Lee

2009-10-12 Kimberly Van Auken

2009-10-26 Wen Chen

2009-11-09 Juancarlos Chan

2009-11-23 Cecilia Nakamura

2009-12-07 Mary Ann Tuli

2009-12-21 Jolene Fernandes

2008 Officers

As of 2008 01 31 conference calls will be monthly, but Help Desk duties will split into 2-week cycles.

2008-01-31 Cecilia Nakamura

2008-02-14 Hans-Michael Mueller

2008-02-?? Xiaodong Wang

2008-03-?? Tamberlyn Bieri

2008-03-31 Michael Han

2008-04-14 Gary Williams

2008-04-28 Sheldon

2008-05-12 Daniel Wang

2008-05-26 Norie de la Cruz

2008-06-09 Gary Schindelman

2008-06-23 Will Spooner

2008-07-07 Darin Blasiar

2008-07-21 Mary Ann Tuli

2008-08-04 Todd Harris

2008-08-18 Ranjana Kishore

2008-09-01 Anthony Rogers

2008-09-15 Paul Davis

2008-09-29 Phil Ozersky

2008-10-13 Erich Schwarz

2008-10-27 Raymond Lee

2008-11-10 Kimberly Van Auken

2008-11-24 Andrei Petcherski

2008-12-08 Igor Antoshechkin

2008-12-22 Wen Chen