Installation and Configuration Support in GGUS

Intro

Grid users are now expected to communicate issues via GGUS. A ticket processing manager (TPM) there will assign some of these to the 'Installation and Configuration' support unit (man-install-grid-support@cernNOSPAMPLEASE.ch).

A list of those in the support unit can be found by consulting SIMBA.

Ticket Handling

We need a rotating TPM within the I&C support unit. The ticket life cycle should then be the following;

  • Ticket assigned to I&C
  • If this is not picked up by anyone within (1 day?), TPM assigns this to a particular supporter (under 'Assign ticket to one person').
  • Supporter updates status to 'in progress'
  • Once solved, set status to ticket to 'solved'
  • User is then notified, and if satisfied, GGUS will close the ticket

GGUS and Savannah

Some tickets will reveal genuine middleware bugs. In this case, a savannah ticket should be opened and referenced from GGUS. The status should then be set to 'unsolved' - this state is defined in the tutorial. The reasons should be explained in field "Insert/add detailed solution or comments". Put the savannah ticket URL in "Related issue".

Useful Info

If you just need to communicate something to the user or request more info, you need to mail to the user via the "Mail to submitter" field in the ticket. In fact, users do not see the actions on the ticket unless the ticket is closed. Actions on the ticket are sent only to other supporters following the ticket. Once you think you have provided the solutions, then please set the status of the ticket to "solved". The user is then notified and can see the history of the ticket. If the user is satisfied, GGUS will close the ticket.

Ticket responsibility can be transfered if appropriate

There is a tutorial located at https://gus.fzk.de/pages/home.php --> Support staff --> "Tutorial for GGUS-HelpDesk System".

Current Open Tickets

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Topic revision: r1 - 2006-05-31 - OliverKeeble
 
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