EGI Core activities:2013-bidding Incident management helpdesk

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GGUS is part of the EGI Collaboration Platform and is needed to support users and infrastructure operators.


EGI provides support to users and operators through a distributed helpdesk with central coordination (GGUS). The central helpdesk provides a single interface for support. The central system is interfaced to a variety of other ticketing systems at the NGI level in order to allow a bi-directional exchange of tickets.

Technical description

The GGUS system is divided into three environments: development, test and production environment. Every environment includes three layers:

This service includes the following components:


This activity is responsible for the coordination of the system operation and upgrade activities with those partners that are in charge of operating other systems that depend on it. Coordination with user communities, technology providers and operators is provided by the GGUS Advisory Board.


Support is provided through the EGI helpdesk itself

Support hours: eight hours a day (for example 9-17 CE(S)T), Monday to Friday – excluding public holidays of the hosting organization.


Ticket oversight and follow-up

This activity includes the administrative and reporting functions of the helpdesk infrastructure, e.g. collecting ticket statistics, and internal and external reporting of statistics for SLAs monitoring and other reporting duties. Ticket follow-up includes notifying supporters when the reaction to high-priority tickets is not fast enough, requesting information from ticket submitters when they do not react, and ensuring assigners/resolvers will react sufficiently fast when the submitter provides additional information.


This activity includes:

Service level targets

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