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Moving forward, all client requests for AusSeabed data products and support should be sent to the AusSeabed inbox (ausseabed@ga.gov.au).
Alternative staff/inboxes should alert clients that their request is being forwarded to AusSeabed with encouragement to send directly to AusSeabed in the future.
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Requests will either be “standard” or “bespoke”“bespoke”.
Standard requests are considered recurring requests that can be solved through minimal time and effort by the case owner*. Responses to such requests can be modelled off the common requests and responses provided.
Bespoke requests encompass all bathymetry data processing requests, including bespoke data requests that cannot be solved through referral to the AusSeabed Marine Data Portal. Bespoke requests are considered to be significantly more time consuming and therefore follow a more comprehensive workflow, see Incoming Client Request Workflowsprint prioritisation workflow.
*Employee that takes ownership of the request and liaises with the client
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As per the automated response, all clients should receive a response to their request from the AusSeabed email (ausseabed@ga.gov.au) within three business days.
Logging
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Client Request Cases
HPE Content Manager
Once a client request arrives in the AusSeabed inbox, details of the request should be logged in D2020-117647 (AusSeabed Client Requests Log).
This Excel spreadsheet should be kept up to date throughout each case to maintain clarity and flexibility between staff members. The log sheet is separated into four sections detailed below:
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All requests and solution emails should be saved to HPE Content Manager.
To do this, a “Check In Style” needs to be created in Outlook that activates when emails are dragged from the inbox into the ‘”ASB Client Requests” folder.
If this process has not been set up yet, follow the instructions provided.
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Closing a Case
In order for a case to be closed:
A solution must be provided to the client
If necessary, the case owner should follow up with relevant staff to confirm the solution has been provided
The case must be closed within the logging sheet
The case must be moved to “Done” in JIRA