Intern:Ticket System (JIRA)



Since 2011-03 data submissions and technical requests are administered through a Ticket System (JIRA issue and project tracking made by ATLASSIAN). For each request or submission an issue is created which is tracked during the workflow until it is ressolved.

User access
For a data submission an author needs to define a user profile and login at A form has to be filled out with metadata and citation of the related publication. The data can be uploaded and are linked to the issue. After submission, the system automaticaly sends an email to support@lists.pangaea.de and creates a ticket in the PDI project. The issue is assigned by one of the editors to one of the curators for further processing.
 * https://www.pangaea.de/submit/

Curators/editors responsibility
Curators/editors are requested to fully document the data archiving process through the ticket system including tasks and communication. Correspondence with the author should go exclusively through the ticket mails. This ensures and automated inclusion history of the issue. In case of future requests of the author about data quality or technical problems the archiving process can be reconstructed easily.

The general workflow for handling a ticket is:
 * Author opens issue.
 * Fill out mandatory fields (red star).
 * Attach data file(s) which should be prepared following guidelines at data submission. Maximum single file size is 100 MB !
 * While pressing  the ticket system will send a mail to info@pangaea.de.
 * Optional: Data Librarian assigns issue to a specific curator, author + curator get informed about the assignment
 * Curator clicks on "Start Preparation" (this will automatically also assign the issue to himself, so curator gets responsible for this issue). The user is automatically informed about the assignment and that work has started
 * Curator imports data, communication during this process through the issue tracker
 * If curator can no longer work on the issue, e.g. curator will be on vacation click on "Stop Preparation". Once curator works again on the issue, he can do "Start Preparation" again.
 * Curator clicks in the workflow menu on "Request Author Approval", enter the following phrase into the comment and press :
 * Dear ..., your data are available at https://doi.pangaea.de/10.1594/PANGAEA.xxxxxx. Please proofread and send me your corrections or approval. 
 * If the author does not respond after 4 week, send a second request via the issue comment functionality and wait for an other week. If the author does not reply add the comment "not reviewed by author" and resolve the issue with the resolution "DONE (not approved)"
 * Once the author responds you can Resolve the issue with the standard resolution (DONE). The issue will be closed automatically once the DOI is registered.

User access
To contact PANGAEA, a user may fill out the PANGAEA contact form on the web page or write an e-mail to info@pangaea.de.


 * https://www.pangaea.de/contact/
 * [mailto:info@pangaea.de info@pangaea.de]

The system automaticaly creates an issue of type "User Request" in the PGI project and sends an email to support@lists.pangaea.de.

Support staff responsibility
To take care of the issue please keep the following in mind and use this workflow:
 * If the user was not logged in during filling out the contact form or sent an e-mail with an unknown e-mail address, the "reporter" of the issue will be "Anonymous User (unrecognized eMail)". This makes it impossible to directly respond to the reporter via the issue tracker, as the mail goes into the virtual blackhole!
 * The issue tracker will add the original e-mail address at the end of the issue description, so it is not lost!
 * To respond to such issues use the following workflow:
 * Open the e-mail in your mail folder (from the issue tracker about a new issue)
 * click on reply
 * copy-paste the original sender's e-mail into CC or TO field of your mail program, but keep subject with issue number and mail address of issue tracker intact
 * create the answer text
 * send e-mail
 * As the issue tracker is part of the mail recipients, the response sent by mail will be catched and posted to the issue, so it is sustained for reference.

IMPORTANT: Correspondence with the author should go exclusively through the ticket mails with the workflow as described before. This ensures and automated inclusion history of the issue.

Links

 * JIRA Core
 * Ticket system (issue tracker) of Pangaea
 * support@lists.pangaea.de Mailing List Subscription Interface