Support

The main tool JRA1 developers use to track defects and enhancements in the code is savannah.

Second-line support to end users is managed through the GGUS system. Although this is offered on a voluntary basis by the JRA1 partners, we do our best to provide a prompt response. How this is done is described in this presentation given at the JRA1 All-Hands meeting (Prague, 5-7 Nov 2008). In summary the procedure is as follows:

  1. A ticket arrives in GGUS
  2. The Ticket Process Manager (TPM) looks at it and it seems to be a software problem
  3. The TPM checks the TPM wiki and the documentation provided by JRA1 to assist him/her in assessing if it is a bug or not
  4. If the TPM decides it is a bug and is able to check that the bug is not already in savannah, the TPM:
    1. opens the bug in savannah
    2. adds helpdesk@ggusNOSPAMPLEASE.org in CC:, so that updates to the bug are logged in the ticket
    3. inserts the link to the bug into the "related issues" field in the ticket
    4. inserts the link to the ticket in the "GGUS reference URL" in the bug
  5. If the TPM is not able to tell if it is a bug, the TPM:
    1. assigns the ticket to the relevant software unit
    2. the software unit acts on the ticket via the mail or web interface, in order to assess whether the problem is actually a bug or not
    3. if it is a bug, the software unit opens a bug in savannah, adding helpdesk@ggusNOSPAMPLEASE.org in CC:, inserts the link to the savannah bug into the "related issues" field in the ticket and inserts the link to the ticket in the "GGUS reference URL" in the bug

To act on the ticket via the mail interface it is sufficient to reply to the mail sent by GGUS helpdesk, making sure that:

  • the GGUS ticket id is present somewhere in the subject (the format of the id is "GGUS-Ticket-ID: #12345);
  • helpdesk@ggusNOSPAMPLEASE.org is present in the To: or CC: fields.
When replying to such a mail, please be kind to the reader and clean the body of the message, avoiding overquoting and top-posting.

The list of software units and their contacts is available here.

-- FrancescoGiacomini - 10 Nov 2008

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Topic revision: r4 - 2010-04-30 - FrancescoGiacomini
 
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