Github Helpdesk Working Document

What this document should be used for.

People should add their experiences and any tricks they learn about how to bring together the help@wormbase.org and WebForm Help submissions so that future helpdeskers can work with the current system in an efficient manner.

Basically we need to get some kind of protocol in place to remove the current confusion ppl have with this system as we have it.

a) If a user emails help@wormbase.org

Helpdesk can forge a help request through the website so that a github ticket is generated.....this reduces staff to a single point of user help requests.

• good for staff in general.
• Not so good for helpdesk.

b) How to replying to the user and update the ticket trick

Raymond knows how to do this - could you confirm details :)

• Take the unique github email address assigned to the ticket

reply+i-6153708-819580dd863a615e4f31a972751375cee704ec59-717707@reply.github.com

• Reply to the original user submission cc'ing the github unique ID.

Example:

to: John_the_complainer@gmail.com
cc:  reply+i-6153708-819580dd863a615e4f31a972751375cee704ec59-717707@reply.github.com

Body: Thanks for your email, you can find the data on our ftp site ftp.wormbase.org

On 12/12/2012 06:02, John TheComplainer wrote:
> blah blah blub

c) How to get the unique email address for manually entered tickets

Staff with high level preferences get notification of all new tickets......so by default they get a unique address for all tickets.

(need to check this fact)