Unidata Support by Topic

Unidata User Support
Fall-Winter 2006/2007

Tom Yoksas
March 4, 2007

Unidata Inquiry Tracking System

The UPC's transition to the use of a new inquiry tracking system was announced to the community in Unidata Transitions to a New Inquiry Tracking System. We interpret the fact that we have received no end-user comments about the new system to mean that the transition was smooth, problem free, and painless for the community. This was one of our original transition goals.

Since January 26, 2006 over 5600 community member "transactions" (new inquiries and follow-ups) have been processed through the Unidata inquiry tracking system (SupportSuite from Kayako Infotech Ltd). Comments by Unidata staff indicate that transitioning to use of the new system occurred without difficulty. It typically takes only a small number of interactions with the system before it feels natural to the UPC staff providing end-user support. OPeNDAP experts outside of the UPC were given access to the tracking system for DODS/OPeNDAP inquiries. It is our intention to allow non-UPC, domain-specific, expert users access to the tracking system if they are willing to assist in the direct support of community members.

The next phase in our transition will be the integration of web-based access to the new system by end-users. This effort will require integration with our single sign on management system (CAMS) and conversion of the user interface to the look-and-feel of our website.

Unidata User Support Inquiry Metrics

Support for One Year and by quarter

Above are histograms that portray the number of Unidata email responses for categories of support for a one year period ending Marcy 3, 2007. The histograms are arranged by yearly activity averages with the highest on the left and lowest on the right. Each quarter year within the period is depicted from oldest to newest from left to right. The number of responses has been normalized to weekly averages so that the support load over the various periods can be easily compared.

Total support averaged 133 responses/week over the entire year; 148 for the first quarter; 132 for the second quarter; 124 for the third quarter; and 129 for the current quarter.

Individual support activities included in the categories depicted above are listed in the following table.

Category Packages, Groups, and Lists
data casestudies, casestudies-list, conduit, c2-linda, craft, craft-nws, craft-ty, datastream, difax, level2, level2-linda, level2-ty, noaaport, noaaport-ty, noaaportldm
dods dods, dods-core, dods-list, dods-tech, dods-team, linda-dods, opendap, opendap-core, opendap-list, opendap-tech, opendap-team
gempak gempak, gembud-list
ldm ldm, ldm-users-list
lead, leadusers lead
idd cluster, idd, idd-antarctic, idd-brasil, idd-caribe, idd-inject, idd-status, scoop, suominet, tigge, venezuela
idv idv, idvlist, idvsteering, metapps, visad-list, visad-renderer
mcidas mcdevelop, mcidas, mcidas-list
miscellaneous esupport, fxlinux, license, misc, network, notrack, platforms, wxp, wxp-list
netcdf data-models, libcf, ncml, netcdf, netcdf-miss, netcdfgroup-list, netcdf-hdf-list, netcdf-java, netcdf-perl
nws-changes nws-changes
outreach agu-linda, agu-ty, ams-linda, announce, barbados-ty, cbmet-ty, chile-ty, egrants, egu-linda, external, iai-ty, meteoforum-ty, noaa-linda, nws-linda, unidata, workshop
thredds java-dev, java-dev-list, thredds
utilities decoders, ldm-mcidas, udunits


Some tentative conclusions: Notes:

These numbers and conclusions should not be taken too literally, for several reasons:

by Tom Yoksas