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Difference between revisions of "GGUS:TPM FAQ"
| Line 11: | Line 11: | ||
* 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=First line support of GGUS | ||
|assigned by= | |assigned by=Submitted tickets are assigned to TPM first. Tickets from other support units can be re-assigned to TPM. | ||
|solved by=Tickets are typically reassigned and solved elsewhere. | |solved by=Tickets are typically reassigned and solved elsewhere. | ||
|responsible=TPM effort is done by the Italian NGI | |responsible=TPM effort is done by the Italian NGI | ||
|documentation= The documentation is available | |documentation= The following documentation is available: | ||
* [https://wiki.egi.eu/wiki/FAQ_GGUS-User_Guide GGUS User Guide] | |||
* [https://wiki.egi.eu/wiki/FAQ_GGUS-Support-Staff-Guide GGUS Support Staff Guide] | |||
* | * [https://wiki.egi.eu/wiki/FAQ_GGUS-Short-Guide GGUS Short Guide] | ||
* [[GGUS:Main_Page]] | |||
* [https:// | |||
* | |||
* [[GGUS:TPM]] | * [[GGUS:TPM]] | ||
|sortname=Tpm | |sortname=Tpm | ||
}} | }} | ||
[[Category:FAQ GGUS-TPM]] | [[Category:FAQ GGUS-TPM]] | ||
Revision as of 16:24, 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?
First line support of GGUS
Which quality of service (QoS) will you provide?
unknown
Who will assign tickets to TPM Support?
Submitted tickets are assigned to TPM first. Tickets from other support units can be re-assigned to TPM.
Are tickets typically solved in TPM Support or reassigned elsewhere?
Tickets are typically reassigned and solved elsewhere.
Who is responsible for TPM Support?
TPM effort is done by the Italian NGI
What documentation is available on TPM Support?
The following documentation is available:
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