GGUS:FTS Development FAQ
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FAQ FOR FTS Development SUPPORT UNIT
- Responsible Unit
- FTS Development
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the FTS Development Support?
The purpose of the FTS DEVELOPMENT SU is handle tickets assigned to it through the GGUS system. These tickets can originate from a user or from operations. The FTS DEVELOPMENT SU will deal with problems concerning these issues:
- The SU operates as a 3rd level support unit for EGI.
- The FTS DEVELOPMENT support should not be used for operational FTS problems. These should be assigned to the appropriate ROC.
For which components does FTS Development provide support?
File Transfer Service version 3
Which quality of service (QoS) will you provide?
Who will assign tickets to FTS Development Support?
A ticket is usually assigned to the FTS DEVELOPMENT support unit by DMSU. This causes the FTS DEVELOPMENT team to investigate if solving the ticket is really in their responsibility. If not, the ticket is re-assigned to DMSU or the responsible support unit. If yes, the supporters will tackle the problem. A ticket can be assigned to FTS DEVELOPMENT by the DMSU team when a ticket submitted by a user seems to be related to a FTS problem;
Are tickets typically solved in FTS Development Support or reassigned elsewhere?
The FTS DEVELOPMENT supporters either resolve the matter and solve the ticket or they assign the ticket to another support unit. The other support unit may be TPM – ticket process management. TPM is the appropriate choice when the supporter does not know to which support unit to assign the ticket.
Who is responsible for FTS Development Support?
The CERN Data Management Product Team
What documentation is available on FTS Development Support?
What is the usual "Type of Issue" for the tickets of FTS Development?
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 FTS Development team.
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