Difference between revisions of "GGUS:ETICS FAQ"
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|purpose= The purpose of the ETICS SU is handling tickets assigned to it through the EGEE GGUS system. These tickets normally originate from users of ETICS services. The SU will deal with all the problems related to ETICS services. | |purpose= The purpose of the ETICS SU is handling tickets assigned to it through the EGEE GGUS system. These tickets normally originate from users of ETICS services. The SU will deal with all the problems related to ETICS services. | ||
|responsible=The persons responsible for the ETICS SU are Alberto Aimar and Lorenzo Dini. | |responsible=The persons responsible for the ETICS SU are Alberto Aimar and Lorenzo Dini. | ||
|components= | |||
* ETICS portal | |||
* ETICS client | |||
* ETICS infrastructure | |||
|assigned by=A ticket is usually assigned to the ETICS SU by TPM. | |assigned by=A ticket is usually assigned to the ETICS SU by TPM. | ||
A ticket can be assigned to the ETICS SU in one of the following ways: | A ticket can be assigned to the ETICS SU in one of the following ways: | ||
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|documentation= What documentation is available on UNIT? | |documentation= What documentation is available on UNIT? | ||
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Revision as of 17:02, 25 March 2011
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ FOR ETICS SUPPORT UNIT
- Responsible Unit
- ETICS
- Helpdesk
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the ETICS Support?
The purpose of the ETICS SU is handling tickets assigned to it through the EGEE GGUS system. These tickets normally originate from users of ETICS services. The SU will deal with all the problems related to ETICS services.
For which components does ETICS provide support?
- ETICS portal
- ETICS client
- ETICS infrastructure
Which quality of service (QoS) will you provide?
unknown
Who will assign tickets to ETICS Support?
A ticket is usually assigned to the ETICS SU by TPM. A ticket can be assigned to the ETICS SU in one of the following ways:
- by the TPM team when a ticket submitted by a user seems to be related to a ETICS problem;
- by another SU when the ticket was assigned to this SU and it turned out to be ETICS related.
Are tickets typically solved in ETICS Support or reassigned elsewhere?
The ETICS supporters try to solve the ticket. Only in the case the problem is not related to ETICS they assign it to another SU or TPM. TPM is the appropriate choice when the supporter does not know to which support unit to assign the ticket.
Who is responsible for ETICS Support?
The persons responsible for the ETICS SU are Alberto Aimar and Lorenzo Dini.
What documentation is available on ETICS Support?
unknown
What is the usual "Type of Issue" for the tickets of ETICS?
Other
Comments
No comments.
What if I have questions which are not dealt with by this FAQ?
Open a GGUS ticket indicating that it should be directed at the ETICS team.
Search
- Please use this link to search inside the GGUS FAQ