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Tags
Any Kayako tickets that remain in the Earthdata Search bucket need to be tagged so the types of tickets we receive can be reported at the monthly Operations Deep Dive meeting. If a ticket is transferred to another department, it does not need to be tagged. A ticket should always be tagged on the first response, because sometimes a user will never reply to a ticket when we need additional information.
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This is a specific question about the availability for a VIIRS collection. In this instance I left a note letting LAADS know they could send it back if it wasn't their issue because I wasn't 100% sure if it was or not. It ended up being due to LAADS reprocessing the data due to revised calibration, which is information I wouldn't have known.
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Adding Notes When Creating Jira Tickets
Whenever a Jira ticket is created for a Kayako UST, the link to the Jira ticket should be added to the note. The number of the Kayako UST should be added to the Jira ticket description and the "Kayako" label should be added.
- Click on 'Add Note' and add the Jira ticket link.
- When creating the Jira ticket, add the "Kayako" label and include the ticket number and who it is from in the description. Users can also be CC'd on the Jira ticket if they are internal.
- This Kayako UST came from ESDIS so it will be tagged as "edsc_internal". Include the Jira ticket link in the reply, change the status to 'Closed', and click 'Send'.
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