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Difference between revisions of "GGUS:NGI PL FAQ"

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|Unit= NGI_PL
|Unit= NGI_PL
|Interface= H
|Interface= H
|Updated= 2010-03-19
|Updated= 2011-03-31
|purpose= The aim of NGI_PL support unit is to deal with all kind of issues related to operations of grid sites in Poland. The operational tickets raised with the use of tools like Operations Dashboard as well as users' tickets related to site operations in Poland should be addressed to NGI_PL support unit.
|purpose= Polish NGI is responsible for coordinating the delivery of grid resources and services within Poland. One of the key aspect of service delivery is to provide support to users and operations. The aim of the NGI_PL Support Unit is to allow and implement such support.  
|responsible=Who is responsible for UNIT?
|documentation= It is partially available as a technical documentation for PL-Grid Helpdesk containing e.g. statuses and allowed transitions between them. Note this is in Polish. Direct documentation for operation of NGI_PL Support unit is being created. http://www.plgrid.pl/
|documentation= It is partially available as a technical documentation for PL-Grid helpdesk containing e.g. statuses and allowed transitions between them. Note this is in Polish. Direct documentation for operation of NGI_PL Support unit is being created. http://www.plgrid.pl/
|sortname=Ngi PL
|sortname=Ngi PL
|components=For which components do you provide support?
|components=We support all components and services deployed in the Polish NGI. In particular site-level services (CE, SE, etc.), NGI-level services (Polish NGI nagios, accounting), vo.plgrid.pl services, core grid services and PL-Grid project services (PL-Grid web page, Portal).
|responsible=The person responsible for NGI support is  
|responsible=The person responsible for NGI support is Tadeusz Szymocha
|assigned by=All tickets assigned to the NGI_FRANCE by GGUS arrive into the PL ticketing system.
|assigned by=The operational tickets raised with the use of tools like Operations Dashboard as well as users' tickets related to Polish sites should be addressed to NGI_PL support unit.
|solved by=Are tickets typically solved in UNIT or reassigned elsewhere?
|solved by=All tickets assigned to the NGI_PL by GGUS will be redirected to the Polish ticket tracking system and there assigned to right experts. Incorrectly assigned tickets are routed back to GGUS TPM.
}}
}}
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Latest revision as of 09:48, 1 April 2011

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GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


FAQ FOR NGI_PL SUPPORT UNIT

Responsible Unit
NGI_PL
Helpdesk
GGUS (Operations Helpdesk by TPM)

What is the purpose of the NGI_PL Support?

Polish NGI is responsible for coordinating the delivery of grid resources and services within Poland. One of the key aspect of service delivery is to provide support to users and operations. The aim of the NGI_PL Support Unit is to allow and implement such support.

For which components does NGI_PL provide support?

We support all components and services deployed in the Polish NGI. In particular site-level services (CE, SE, etc.), NGI-level services (Polish NGI nagios, accounting), vo.plgrid.pl services, core grid services and PL-Grid project services (PL-Grid web page, Portal).

Which quality of service (QoS) will you provide?

unknown

Who will assign tickets to NGI_PL Support?

The operational tickets raised with the use of tools like Operations Dashboard as well as users' tickets related to Polish sites should be addressed to NGI_PL support unit.

Are tickets typically solved in NGI_PL Support or reassigned elsewhere?

All tickets assigned to the NGI_PL by GGUS will be redirected to the Polish ticket tracking system and there assigned to right experts. Incorrectly assigned tickets are routed back to GGUS TPM.

Who is responsible for NGI_PL Support?

The person responsible for NGI support is Tadeusz Szymocha

What documentation is available on NGI_PL Support?

It is partially available as a technical documentation for PL-Grid Helpdesk containing e.g. statuses and allowed transitions between them. Note this is in Polish. Direct documentation for operation of NGI_PL Support unit is being created. http://www.plgrid.pl/

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

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_PL team.

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