1. DM_PPT_NP_v01 Using the Earthdata Service Desk December 8, 2015 Kathleen L Carr

2. DM_PPT_NP_v01 2 When should I use the Service Desk? For requests that will be fulfilled by ESDIS project teams (EED, EMS, COMET, …) DAAC User Support, DAAC Systems Engineering, ESDIS product support teams, etc. are encouraged to use the Service Desk ‘End users’ will continue to use –Feedback Module / Kayako –support@earthdata.nasa.govsupport@earthdata.nasa.gov

3. DM_PPT_NP_v01 3 What are the advantages of using the Service Desk? Better ticket management Better communication with the reporter Increased transparency into tickets Support for metrics on ticket response

4. DM_PPT_NP_v01 4 How do I access the Service Desk? servicedesk.earthdata.nasa.gov Link from wiki.earthdata.nasa.gov Requires Earthdata Login account

5. DM_PPT_NP_v01 5 What products are supported by the Service Desk? ECC Earthdata website (earthdata.nasa.gov) Earthdata Search Client (search.earthdata.nasa.gov) ECHO / Reverb / PUMP CMR MMT (coming soon) EMS COMET UST / Kayako Earthdata Login Productivity Tools (JIRA, Jama, Bamboo, Stash, Wiki)

6. DM_PPT_NP_v01 6 What can I do with the Service Desk? Report an outage Request access to projects, tools, and products Request network support Request issue with or request change to Earthdata Productivity Tool Report a bug with an Earthdata product Request a feature for an Earthdata product Request integration of an Earthdata tool with my application

7. DM_PPT_NP_v01 7 What happens to my Service Desk request? User enters request through the Service Desk Request is assigned a ticket number of ESD-nnn in the Earthdata Service Desk project Request is reviewed by proper Operations team and assigned for work –Request may be worked as an ESD ticket –If resource to fulfill ticket needs to be managed out of another JIRA project (e.g., SA project or development project), request may be Cloned to a ticket in that other project Ticket goes through normal PRB and ERB processes Statuses are synched back to the ESD ticket

8. DM_PPT_NP_v01 8 clone ESD project (primarily Operations) Other JIRA projects (e.g., UST, ED, URS, CMR, ECHO, EDSC, MMT, EI, …)

9. DM_PPT_NP_v01 9 How do I track my Service Desk requests?

10. DM_PPT_NP_v01 10 How do I track my Service Desk requests? Reporter gets emails –each time the issue changes state

11. DM_PPT_NP_v01 11 How do I allow others to track my Service Desk requests?

12. DM_PPT_NP_v01 12 Questions?

13. DM_PPT_NP_v01 13 This work was supported by NASA/GSFC under Raytheon Co. contract number NNG15HZ39C