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Difference between revisions of "GGUS:TPM FAQ"
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* to react to alarms that tickets have not been processed; | * to react to alarms that tickets have not been processed; | ||
* to ensure that the Wiki pages are enhanced by the responses associated with tickets; | * to ensure that the Wiki pages are enhanced by the responses associated with tickets; | ||
|components=GGUS | |components=GGUS | ||
|assigned by=The ticket flow in GGUS is described in other {{GGUS document}} | |assigned by=The ticket flow in GGUS is described in other {{GGUS document}} | ||
Revision as of 16:01, 28 March 2013
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ FOR TPM SUPPORT UNIT
- Responsible Unit
- TPM
- Helpdesk
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the TPM Support?
TPM is the most important part of the support system for the grid. TPM is ticket process management. The purpose of TPM is:
- to close simple trouble tickets;
- to notify users about the status of their tickets;
- to ensure that other tickets are sent to the correct place for processing;
- to route middleware related tickets to the “DMSU”;
- to react to alarms that tickets have not been processed;
- to ensure that the Wiki pages are enhanced by the responses associated with tickets;
For which components does TPM provide support?
GGUS
Which quality of service (QoS) will you provide?
unknown
Who will assign tickets to TPM Support?
The ticket flow in GGUS is described in other GGUS document
Are tickets typically solved in TPM Support or reassigned elsewhere?
Tickets are typically reassigned and solved elsewhere.
Who is responsible for TPM Support?
See GGUS document
8600
What documentation is available on TPM Support?
The documentation is available at the following location: GGUS document
The documents have numbers from 1000 onwards in steps of 100. The documents of most relevance are the following:
- 1100 Tutorial on GGUS HelpDesk System
- 1200 GGUS Workflows
- 1300 Short guide for the support staff
- 8600 FAQ on the operation of TPM
- 9100 GGUS Support Model
- GGUS:TPM
What is the usual "Type of Issue" for the tickets of TPM?
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 TPM team.
Search
- Please use this link to search inside the GGUS FAQ