<html><head></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Hi again, Karl - catching up on email pileup after a bit of vacation. First of all, I really like what Stephen has put together for collaboratively addressing user problems, and think this could help us quite a lot. I personally like using environments like this when dealing with app software problems.<div><br></div><div>I think there's pretty good agreement that #1 below is a primary problem area. Getting consistent deployments is expected to help some, so the sooner you can upgrade to 1.3.1, the better. The attribute service being down may have been another issue here. Site configuration can be a problem as well. The problem with users hitting something that looked like dual registration interfaces involved several issues. The work is pretty much done on improving that a lot, and that's in 1.3.2 which we'll post more on shortly.</div><div><br></div><div>Regarding #2, the community SOLR-search preview and now the 2.0 alpha are expected to solve many problems that have plagued us for quite some time. The sooner that folks can deploy that, the better for testing and soon making things better for our users.</div><div><br></div><div>cheers - don</div><div><br><div><div>On Aug 4, 2011, at 10:11 AM, Karl Taylor wrote:</div><br class="Apple-interchange-newline"><blockquote type="cite">
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<font face="Times New Roman">Hi all,<br>
<br>
I agree with Stephen that our ability to quickly respond to the
increasing number of requests seems likely to become overwhelmed.
My cursory impression is, however, that the most common problems
reported will be difficult for the user community to respond to;
they seem to be associated with flaws in ESG and/or gateway
hardware. Am I correct that most frequent queries to the help
desk are related to:<br>
<br>
1. getting error messages, no response, or incorrect notice that
a user doesn't have the proper permission to successfully download
data<br>
<br>
2. having problems finding data using the search capability
(because sometimes this fails to return all datasets that it
should).<br>
<br>
I think NCAR is making progress on the search problems (2 above),
but I'm not sure anyone understands whether there are bugs or just
confusion that's causing all the problems listed in 1 above.
Perhaps along with thinking about alternatives to the current help
desk, immediate attention needs to be paid to reducing the real
problems encountered by the user by modifying the ESG software,
possibly modifying the ESG user interface, so users won't be so
easily confused.<br>
<br>
The first step might be to try to confirm that 1 above is causing
most of the problems and to pin down exactly why the problems are
being encountered. I think someone with a bit more complete
technical understanding of ESG should be able to find the common
issues that are being raised and suggest ways they might be
addressed. <br>
<br>
Best regards,<br>
Karl<br>
<br>
<br>
</font>On 8/4/11 7:55 AM, <a class="moz-txt-link-abbreviated" href="mailto:stephen.pascoe@stfc.ac.uk">stephen.pascoe@stfc.ac.uk</a> wrote:
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<div class="WordSection1"><p class="MsoNormal">Hi everyone,<o:p></o:p></p><p class="MsoNormal"><o:p> </o:p></p><p class="MsoNormal">I am increasingly convinced that the CMIP5
HelpDesk isn't scaling to the number of queries we are getting
and definitely won't scale as CMIP5 gets more use. This is
partly our fault at BADC for not managing to open up the
HelpDesk sufficiently to make it easy for ESGF developers to
contribute. This will improve in the near future (honest!)
but I still think we need a more agile way to communicate with
CMIP5 users.<o:p></o:p></p><p class="MsoNormal"><o:p> </o:p></p><p class="MsoNormal">Therefore I want to float an alternative
solution. A community-driven, interactive FAQ in the style of
<a href="http://stackoverflow.com">stackoverflow.com</a>. The idea is that users, administrators and
developers can collaborate on asking and answering questions
in an open forum. There is a reputation system and a
mechanism for voting for answers/questions which enables
common questions and good answers to be highlighted. There is
also a tagging system for classification.<o:p></o:p></p><p class="MsoNormal"><o:p> </o:p></p><p class="MsoNormal">I have created a prototype service with a
few questions in it at <a class="moz-txt-link-freetext" href="http://esg-dev1.badc.rl.ac.uk/">http://esg-dev1.badc.rl.ac.uk/</a>. Please
take a look and give me some feedback. Even better create an
account and start asking and answering questions. I have
deliberately answered only some of the questions to encourage
people to get involved. If you don't like my answer add
another one or comment on mine.<o:p></o:p></p><p class="MsoNormal"><o:p> </o:p></p><p class="MsoNormal">If this appears to work for us the site can
be moved to a production server easily without losing the
questions. We could then link to it from the "Contact Us"
page in the gateways and ask people to email cmip5-helpdesk
only for questions they don't want to share with the
community. I would like to discuss this at the ESGF telco on
Tuesday.<o:p></o:p></p><p class="MsoNormal"><o:p> </o:p></p><p class="MsoNormal">One note. You can use ESGF OpenIDs to
create an account but CEDA OpenIDs don't work right now. I
need to get Phil to fix that.<o:p></o:p></p><p class="MsoNormal"><o:p> </o:p></p><p class="MsoNormal">Cheers,<o:p></o:p></p><p class="MsoNormal">Stephen.<o:p></o:p></p><p class="MsoNormal"><o:p> </o:p></p><p class="MsoNormal"><span style="font-size: 10.5pt;
font-family: Consolas;">---<o:p></o:p></span></p><p class="MsoNormal"><span style="font-size: 10.5pt;
font-family: Consolas;">Stephen Pascoe +44 (0)1235 445980<o:p></o:p></span></p><p class="MsoNormal"><span style="font-size: 10.5pt;
font-family: Consolas;">Centre of Environmental Data
Archival<o:p></o:p></span></p><p class="MsoNormal"><span style="font-size: 10.5pt;
font-family: Consolas;">STFC Rutherford Appleton Laboratory,
Harwell Oxford, Didcot OX11 0QX, UK<o:p></o:p></span></p><p class="MsoNormal"><o:p> </o:p></p>
</div>
<br><p>-- <br>
Scanned by iCritical.
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