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Difference between revisions of "GGUS:NGI DE FAQ"

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|Unit= NGI_DE
|Unit= NGI_DE
|Interface= A
|Interface= A
|Updated= 2010-09-20
|Updated= 2011-03-29
|purpose= The aim of NGI_DE support unit is to deal with all kind of issues related to operations of grid sites in Germany. The operational tickets raised with the use of tools like Operations Dashboard as well as users' tickets related to site operations in Germany should be addressed to NGI_DE support unit.
|purpose= The aim of NGI_DE support unit is to deal with all kind of issues related to operations of grid sites in Germany. The operational tickets raised with the use of tools like Operations Dashboard as well as users' tickets related to site operations in Germany should be addressed to NGI_DE support unit.
|responsible=NGI_DE operations manager Torsten Antoni, NGI-DE user support manager Sabine Reißer
|responsible=NGI_DE operations manager Torsten Antoni, NGI_DE user support manager Sabine Reißer
|documentation=  Helpdesk https://helpdesk.ngi-de.eu/
|documentation=  Helpdesk https://helpdesk.ngi-de.eu/
|sortname=Ngi DE
|sortname=Ngi DE
|components=We support users and site administrators for all components and services deployed in NGI-DE
|components=We support users and site administrators for all components and services deployed in NGI_DE
|assigned by=All GGUS tickets assigned to NGI_DE SU either by TPM or directly by the users will be duplicated to the NGI-DE helpdesk. Many tickets are also opened directly into the NGI-DE helpdesk.
|assigned by=All GGUS tickets assigned to NGI_DE SU either by TPM or directly by the users will be duplicated to the NGI_DE helpdesk. Many tickets are also opened directly into the NGI_DE helpdesk.
|solved by=Tickets are usually solved within NGI-DE helpdesk, changes are synchronized to original GGUS ticket.
|solved by=Tickets are usually solved within NGI_DE helpdesk, changes are synchronized to original GGUS ticket.
}}
}}

Revision as of 12:47, 29 March 2011

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GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


FAQ FOR NGI_DE SUPPORT UNIT

Responsible Unit
NGI_DE
Helpdesk
GGUS (Operations Helpdesk by TPM)

What is the purpose of the NGI_DE Support?

The aim of NGI_DE support unit is to deal with all kind of issues related to operations of grid sites in Germany. The operational tickets raised with the use of tools like Operations Dashboard as well as users' tickets related to site operations in Germany should be addressed to NGI_DE support unit.

For which components does NGI_DE provide support?

We support users and site administrators for all components and services deployed in NGI_DE

Which quality of service (QoS) will you provide?

unknown

Who will assign tickets to NGI_DE Support?

All GGUS tickets assigned to NGI_DE SU either by TPM or directly by the users will be duplicated to the NGI_DE helpdesk. Many tickets are also opened directly into the NGI_DE helpdesk.

Are tickets typically solved in NGI_DE Support or reassigned elsewhere?

Tickets are usually solved within NGI_DE helpdesk, changes are synchronized to original GGUS ticket.

Who is responsible for NGI_DE Support?

NGI_DE operations manager Torsten Antoni, NGI_DE user support manager Sabine Reißer

What documentation is available on NGI_DE Support?

Helpdesk https://helpdesk.ngi-de.eu/

What is the usual "Type of Issue" for the tickets of NGI_DE?

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 NGI_DE team.

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