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Difference between revisions of "FAQ GGUS-Short-Guide"
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Revision as of 10:19, 15 January 2013
GGUS wiki / GGUS Documentation
FAQ GGUS-Short-Guide
This is a brief instruction for all people in charge of processing GGUS tickets.
- Set ticket status "in progress"
The first thing you should do even before reading the ticket is setting the ticket status to "in progress".
- Read the ticket
- Re-assign the ticket in case it is wrongly assigned
- Adjust "priority", "type of problem" and "category" if necessary
- Work on fixing the problem and update the ticket accordingly
- Set ticket status "on hold" in case fixing the problem will take more time (e.g. more than 2 weeks) or the ticket has to await the update of a related component
- Set ticket status "waiting for reply" in case input from the submitter is required and add comments to the "public diary"
- Use the "reminder" feature for not forgetting about tickets
- Add all information relevant for the submitter to the "public diary"
- Get detailed information on how GGUS is working from the FAQ_GGUS-Support-Staff-Guide