Difference between revisions of "NGI DE CH Operations Center:KNOWLEDGE BASE"
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[[NGI DE CH Operations Center:NGI DE CH Operations Center|NGI-DE/NGI-CH Operations Center]] | |||
==Ticket Processing== | ==Ticket Processing== | ||
*few examples from the current situation: | *few examples from the current situation: | ||
1. this ticket is assigned by default to ROC-DECH | 1. this ticket is assigned by default to ROC-DECH | ||
https:// | https://helpdesk.ngi-de.eu/index.php?mode=ticket_info&archive=dech&ticket_id=4588 | ||
from content it's clear that it's for the FZK, so during the shift | from content it's clear that it's for the FZK, so during the shift | ||
you need to assign it to the proper support unit (FZK-LCG2) | you need to assign it to the proper support unit (FZK-LCG2) | ||
2. There are no responce for this ticket: | 2. There are no responce for this ticket: | ||
https:// | https://helpdesk.ngi-de.eu/index.php?mode=ticket_info&archive=dech&ticket_id=4586 | ||
in such case it's your responsibility as the ROD on duty to contact | in such case it's your responsibility as the ROD on duty to contact | ||
site (e-mail, phone) to clarify the situation | site (e-mail, phone) to clarify the situation | ||
Line 17: | Line 17: | ||
(by Dmitry Ozerov) | (by Dmitry Ozerov) | ||
== multi-site tickets == | |||
* Is ROD supposed to handle multi-site tickets? | |||
** Yes. | |||
* And if so, what is the procedure? | |||
** If the ticket is a GGUS child ticket, switch to the NGI help desk. (GGUS does not support grand-child-tickets.) | |||
** make duplicates of the ticket for every site | |||
** Make it a new parent-child-relation in NGI-DE. | |||
** Keep the original ticket at First Level Support. | |||
* Example: https://helpdesk.ngi-de.eu/index.php?mode=ticket_info&ticket_id=2792 |
Latest revision as of 14:22, 26 November 2012
NGI-DE/NGI-CH Operations Center
Ticket Processing
- few examples from the current situation:
1. this ticket is assigned by default to ROC-DECH https://helpdesk.ngi-de.eu/index.php?mode=ticket_info&archive=dech&ticket_id=4588
from content it's clear that it's for the FZK, so during the shift you need to assign it to the proper support unit (FZK-LCG2)
2. There are no responce for this ticket: https://helpdesk.ngi-de.eu/index.php?mode=ticket_info&archive=dech&ticket_id=4586 in such case it's your responsibility as the ROD on duty to contact site (e-mail, phone) to clarify the situation This section will provide knowledge base, FAQs and other useful information, to support shifters by their work.
(by Dmitry Ozerov)
multi-site tickets
- Is ROD supposed to handle multi-site tickets?
- Yes.
- And if so, what is the procedure?
- If the ticket is a GGUS child ticket, switch to the NGI help desk. (GGUS does not support grand-child-tickets.)
- make duplicates of the ticket for every site
- Make it a new parent-child-relation in NGI-DE.
- Keep the original ticket at First Level Support.
- Example: https://helpdesk.ngi-de.eu/index.php?mode=ticket_info&ticket_id=2792