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GGUS:GStat FAQ
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ FOR Responsible Unit SUPPORT UNIT
- Responsible Unit
- Responsible Unit
- Helpdesk
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the Responsible Unit Support?
The fundamental purpose of GStat support is to satisfy the following objectives:
- Responding to the general questions and discussion of features, bugs, issues related to
GStat monitoring system.
- Getting the feedback and suggestions related to information system monitoring and
validation.
For which components does Responsible Unit provide support?
unknown
Which quality of service (QoS) will you provide?
unknown
Who will assign tickets to Responsible Unit Support?
unknown
Are tickets typically solved in Responsible Unit Support or reassigned elsewhere?
- First reply to the user the ticket is already in progress.
- Answer the questions if user just need information from GStat.
- Reassign to the right unit if the issue is not caused by GStat.
- Investigate the issue and find out the actual cause of issue.
- Provide the information about the issue and cause to user, bring up the feasible solution and estimate the time to address.
- Fix the problems, address the issues, or discuss with experts related to information system, Gird operations, and other operations tools if need be.
- Update GStat production and replica with the new fixes.
- Inform user that the problem is solved, also provide information to user about the latest update.
- Close the ticket in case of agreed outcome.
Who is responsible for Responsible Unit Support?
Joanna Huang is currently in charge of GStat user support and software maintenance.
What documentation is available on Responsible Unit Support?
There is no documentation available for GStat support currently.
What is the usual "Type of Issue" for the tickets of Responsible Unit?
information system
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 Responsible Unit team.
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