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  • Chris

  • Bryan

  • Bobby

  • Nicole
  • Weddie
  • Rick


  • Biweekly status meeting

Discussion items


  • Thanks, Nicole, for sharing UE work in the CEE meeting yesterday!

IPR7 items submitted - THANK YOU!

  • 2467 emails sent
  • 162 responses
  • 52 issues
  • 90% addressed

Beginning IPR8

  • KPI Name: Percentage of user requirements addressed within 30 days

  • Description: The number of user requirements addressed within 30 days during the current reporting year divided by the total number of requirements identified by the XSEDE User Engagement team through regular email contact with all XSEDE PIs. Total number of requirements are older than 30 days and were identified within the current reporting year. 

  • Collection Methodology: All requirements addressed within 30 days tracked in JIRA within the current reporting year divided by the total number of requirements in JIRA within the same year that are over 30 days old. Requirements are considered addressed when the PI is presented with a solution via email, a ticket is submitted via the XSEDE ticket system, or a use case is submitted for further consideration.
  • tl;dr 

    • We will be tracking how long issues remain in the queue.
      • Issues addressed in less than 30 days will not count against us.
      • Issues older than 30 days will count against us.
      • (It looks like) we will be tracking issues over the entire year, not just the quarter - and JIRA will help with that.
    • Why are we doing this?
      • John is concerned that our KPI is reporting lower than it should because we're getting issues in but we don't have time to resolve them before we file the report.
      • For example, for this report, we are reporting 90%, but, under the new description, we would report 98%.  But that is only a difference of 4 issues because they are less than 30 days old.
    • What do we need to do differently?
      • Nothing, really, I don't think.  When I ask for your numbers, I'll be asking which issues are older than 30 days, and which issues have been addressed within 30 days.  I'll also be asking about issues that may be left over from previous quarters, but I think we've been doing that, already.
      • I will be adding issues to JIRA as they come in, instead of waiting to add them later.  I'm going to mess around with JIRA reports; if I find ways to make it work better and to make our lives easier, I will be sure to share.


  • User Forums
    • One Chris still needs to get deleted? (Not sure what to do with that - Bryan)

Next Meeting Thursday, 6 December 2018

User Engagement Activities

  • All –
    • quarterly PI status email
      • Identify actionable items
      • Create Jira issues for tracking actionable items
      • Provide metrics for Interim Project Reports
    • monitor user forums
    • annual user survey activities
    • attend biweekly group status meetings and monthly CEE all-hands meetings
    • support of Campus Champions (pending)
  • Nicole - +monitor tickets that go into User Engagement RT queue
  • Rick - +NIP quarterly contact emails (Dave Hart provided last email list)
  • Weddie- +micro surveys
  • Chris –
    • attend biweekly CEE meetings and provide UE status
    • attend quarterly XSEDE staff meetings
    • monthly startup contact email
    • quarterly new/renewal contact email
    • quarterly reminder to PIs to review user access to their project (Ken H provides email list that includes PIs, co-PIs, and allocation managers)
    • gather metrics from UE team and provide input to Interim Project Reports
    • provide ticket stats to SP forum (Jason does this)

Action items