EGI DMSU Interactions
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All accountable interaction with DMSU on middleware issues happens through assignment of GGUS tickets.
The 1st line support (TPM in GGUS) assigns software related tickets to the DMSU support unit to notify the 2nd line support team.
In rare cases, DMSU may reassign a ticket back to TPM when it appears not to be a middleware issues. In this case, clear description of the reason for assigning back must be given in the comment.
3rd line support units
DMSU assigns tickets 3rd line support unit when it is confirmed that solving the issue requires changes to some artifact released by the TP (code, documentation, default configuration etc.).
Exceptionally, a ticket can be reassigned if DMSU lacks the required expertise.
In both cases, the last DMSU comment on the ticket should contain summary of the problem and its analysis (unless the history of the ticket is very brief).
3rd line support unit can reassign back to DMSU if it turns out that the issue was easy to solve, and no fix in any artefact is required, therefore the issue should have been fixed by DMSU. In this case, description of the reason of assigning back (e.g. pointers to appropriate documentation) must be given.
On top priority and very urgent tickets ETA (Estimated Time of Arrival of the fix) are assigned by DMSU according to the guidelines defined in EGI_DMSU_Ticket_Priorities. 3rd line support checks ETA assignment, and it may trigger its renegotiation.
If the 3rd line support finds a workaround which may lead to lowering priority, DMSU must be informed, and the change in priority must be approved (eventually after consulting EGI operations).