[SOP Request] Respond to feature requests

[M-casado]

SOP topics

Technical infrastructure & software development

SOP type

European-level

SOP Title

Respond to feature requests

Detailed Description

This SOP should cover the procedures for responding to feature requests within the GDI network. The SOP should include the following steps:

1. Request Information from the User:

• Initial contact with the user to gather detailed information about the requested feature.
• Use standardized forms or templates to ensure all necessary information is collected, such as:
  • Description of the requested feature.
  • Use case scenarios.
  • Expected benefits and impact.
  • Any specific requirements or constraints.
• Ensure clear communication with the user to understand their needs and expectations.

2. Classify the Feature Request:

• Categorize the feature request based on predefined criteria (e.g., type of feature, impact level, priority).
• Assess the feasibility and resources required for implementing the feature.
• Assign a priority level based on the urgency and potential benefits of the feature.
• Use the GDI Helpdesk system to log and track the feature request (refer to Figure 4 of the GDI Helpdesk structure).

3. Send Information to Down Level:

• Forward the classified feature request to the appropriate team or level within the GDI Helpdesk for further action (from level 1 to level 2, from 2 to 3, etc.).
• Ensure that all relevant information is included to facilitate a smooth transition and understanding of the request across different teams/levels.
• Monitor the progress of the request and provide updates to the user as necessary.
• Coordinate with Level 3 support, including architects and engineers (Pillar III), to evaluate and develop the feature if it requires new software or process changes.

4. Development and Implementation:

• Work with development teams to create and implement the requested feature.
• Ensure that the development process follows best practices and adheres to GDI standards.
• Conduct testing and validation to ensure the feature meets user requirements and integrates seamlessly with existing systems.

5. Feedback and Closure:

• Once the feature is implemented, seek feedback from the user to ensure it meets their expectations.
• Address any issues or adjustments needed based on user feedback.
• Close the feature request in the GDI Helpdesk system once the feature is successfully deployed and accepted by the user.

Motivation

Adjusting infrastructure to user needs is crucial for maintaining the relevance and effectiveness of the GDI project. There is currently no standardized procedure for responding to feature requests, which can lead to inconsistent handling across HD levels, delays and unsatisfied GDI users. This SOP will ensure that feature requests are processed efficiently and consistently, meeting user needs and improving overall project outcomes.

Existing Procedures or References

1. Deliverable **D4.1**: GDI Helpdesk system and procedures (check main HD structure at Figure 4).
2. Existing protocols for handling user requests and feedback from nodes (see possible form)
3. Development and testing standards within the GDI project (check with Pillar III)
4. Relevant sections from the GDI operational guidelines.
5. Helpdesk ticket classification (see SOP request).

Impact

This SOP will ensure that feature requests are handled efficiently and effectively, leading to timely enhancements and improvements in GDI infrastructure. Ultimately, it will benefit users by providing a structured process for submitting and tracking their requests, while also aiding development teams by providing clear guidelines for implementation. This will enhance user satisfaction and contribute to the continuous improvement of the GDI project.

Stakeholders

• 1+MG Management Board
• GDI Coordination Committee
• Helpdesk operators (Level 1 to Level 3)
• Pillar III
• Development teams (software engineers, architects)
• Data management team
• IT support teams
• Users submitting feature requests

Additional Information

Consider including examples of typical feature requests and how they would be processed according to this SOP. Provide templates for request forms and communication with users.

Requester GDI role

Yes

Requester GDI Node

EMBL-EBI

Confirmation

• I have searched the existing SOPs and this request does not duplicate an existing SOP.
• I understand that submitting this request does not guarantee the creation of the SOP.