Help Desk | Protocol
In this articles
- • Definition(s)
- • Operation Hours
- • Protocol
Related articles
- • Help Desk | Contact Matrix
- • Help Desk | Ticket Submission
Definitions Country 1: Name of the country configuration relevant to the report Ticket Type 1:
- • DHIS Error/Bug
- • Task (new conf)
- • Configuration Problem
- • Other
PSI Charge Code 1: used only in ticket of type ‘Task’ – PSI billing code for invoicing. M&E Reg Advisor 2:
PSI’s M&E/ MIS advisor responsible for the DHIS implementation in a country Technical Lead 2: name of the PSI
consultant responsible for the configuration
1 Metadata for tickets
2 Persons that will be in CC of a ticket as needed
Operation Hours (TBC)
From | To | Notes | |
East Coast US (EST) | 00:00 | 18:00 | |
Oslo (CET) | 06:00 | 00:00 | |
East Africa (EAT) | 08:00 | 02:00 | |
Bangkok (ICT) | 12:00 | 06:00 |
Protocol
- • Within 1 hour (during operation hours)
- • Ticket must be assigned to an agent
- • Metadata must be assigned: Country, and Language and Ticket
- • Based on country, M&E Advisor, Technical Lead are added to the cc
- • Within 2 hours (during operation hours)
- • Problem must be confirmed as reproducible, or further information must
be requested to the user- • Screenshot
- • Video (BAO to provide instructions about how to do video grabbing)
- • Problem must be confirmed as reproducible, or further information must
- • 3 splits:
- • 1. DHIS Bug:
- • BAO to report to UiO via launchpad, bug reporting
- • Hyperlink to launchpad bug report to be added to ticket
- • BAO to follow up the ticket. Once fix is available, coordinate deployment
to staging for testing - • Once test is passed in staging, follow up update to production
- • Once production is update, test, and communicate result to client
- • 2. Request can be addressed by BAO agent
- • Resolve issue and informe the user
- • 3. Escalate the ticket to PSI agent
- • Involve responsible party at PSI, but continue being the owner of
the ticket (you are responsible for its completion) - • Assign Ticket to PSI agent – the issue is outside the scope of the
contract with BAO
- • Involve responsible party at PSI, but continue being the owner of
- • 1. DHIS Bug: