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)

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)
• • 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