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<p class="MsoNormal"><span style="color:#1F497D">Hello All,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">On the FAQ issue – I think we do need an FAQ system that many people can contribute to, but I’d be worried about using an open one. At the moment we are dealing with a handful of developers, but we will have
thousands of people looking at the data soon. One web sites work well in co-operative communities, but I think we would be flooded with superficial comments claiming to show that the data is worthless. On the other hand, as Stephen says, there is a clear need
for something of this kind to allow us to gather the answers which we are all providing to users.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">As Karl says, there is also a need to make the system work better. I notice that some of the answers in the mock-up Stephen has created refer to known bugs which are being worked on – and will presumably be fixed
at some point. When we have thousands of questions and answers referring to known bugs, will there be a way of systematically ensuring that answers are updated when bugs are fixed?
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Can we use the “stackoverflow” system and configure it so that only a restricted (but large) group of people can contribute?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Cheers,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Martin<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span lang="EN-US" style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">
<a href="mailto:go-essp-tech-bounces@ucar.edu">go-essp-tech-bounces@ucar.edu</a> <a href="mailto:[mailto:go-essp-tech-bounces@ucar.edu]">
[mailto:go-essp-tech-bounces@ucar.edu]</a> <b>On Behalf Of </b>Don Middleton<br>
<b>Sent:</b> 16 August 2011 00:27<br>
<b>To:</b> Karl Taylor<br>
<b>Cc:</b> <a href="mailto:go-essp-tech@ucar.edu">go-essp-tech@ucar.edu</a>; <a href="mailto:esg-gateway-dev@earthsystemgrid.org">
esg-gateway-dev@earthsystemgrid.org</a>; <a href="mailto:esg-node-dev@lists.llnl.gov">
esg-node-dev@lists.llnl.gov</a><br>
<b>Subject:</b> Re: [Go-essp-tech] [esg-node-dev] Re: A CMIP5 FAQ Application<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">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.<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">cheers - don<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">On Aug 4, 2011, at 10:11 AM, Karl Taylor wrote:<o:p></o:p></p>
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<br>
<o:p></o:p></p>
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<p class="MsoNormal">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>
On 8/4/11 7:55 AM, <a href="mailto:stephen.pascoe@stfc.ac.uk">stephen.pascoe@stfc.ac.uk</a> wrote:
<o:p></o:p></p>
<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 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">---</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:10.5pt;font-family:Consolas">Stephen Pascoe +44 (0)1235 445980</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:10.5pt;font-family:Consolas">Centre of Environmental Data Archival</span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:10.5pt;font-family:Consolas">STFC Rutherford Appleton Laboratory, Harwell Oxford, Didcot OX11 0QX, UK</span><o:p></o:p></p>
<p class="MsoNormal"> <o:p></o:p></p>
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