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We expect sites to work with their ClinSpark subject matter experts to deliver first line support to end users. Customers are encouraged to try and solve issues that arise on their own first, seeking the answers in the available Help site documentation. If issues cannot be resolved through self-help methods, then the service desk portal is the best way to reach someone for a response.
Application Log Statements
ClinSpark was designed with a dynamic error log ‘appender’ to raise potential issues to support team members in near real-time. Logging features are designed to notify our support team when messages surface, and in addition, display the logging details in a specific support module available in ClinSpark to our personnel. Each environment server also maintains log files, which can be accessed by engineering and reviewed as needed for issue resolution.
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Our goal with these efforts is to be proactive and resolving issues as they emerge, before customers notify our team. We want to try and address certain issues as they arise immediately, and when necessary, help customers in creating and following up on service desk tickets proactively as part of our overall support efforts.
Ticket Management
Ticket Triage
Service desk agents will perform ticket triage to review information received and assign tasks for follow up. To offer the best possible support experience, we ask customers to consider providing several important details when creating tickets. This commonly includes requests for detailed screenshots or screen recordings of issues.
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Full context of the issue, summarizing any steps that may have been taken or need to be taken to reproduce
Environment details, including the URL of the environment the issue is related to
Study, epoch, cohort, study event, and subject details wherever applicable
Component/module of ClinSpark the issue relates to; referenced via left menu item (such as Samples > Processing)
A specific date/time the issue started happening or reoccurring
The usernames of any ClinSpark users experiencing or impacted by the issue
Device details such as the type of device being used (laptop, phone, etc.) and browser type/version
Attachments that are related to the request, such as example reports or related documents that are directly applicable to the request
We may also update the ticket summary, ticket type, ticket description, etc. to ensure that all necessary information is captured accurately on the ticket.
Providing timely feedback
Most tickets will require feedback or follow-up action by the customer. This interaction is required for timely investigation, scoping, and resolution. It is the customer’s responsibility to routinely check the service portal and provide timely responses to analysts' follow-up questions or comment.
Failure to provide a timely response may significantly delay the investigation and resolution of tickets. As needed, service desk agents may attempt to reach out to customers to gather information or confirm the status of an open ticket. After repeated failed documented attempts to contact a customer to regarding follow-up actions, an agent may close the issue due to inactivity.
Customers should not follow up with additional comments on tickets that are closed. Closed tickets leave actively monitored queues and follow up may not be available to all team members. If a ticket which was closed due to inactivity needs to be re-opened, the customer can request this by submitting a “Ask us a question” ticket and referencing the original ticket.
Ticket Follow Up & Closure
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