GGUS:GOC DB FAQ
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FAQ FOR GOC DB SUPPORT UNIT
- Responsible Unit
- GOC DB
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the GOC DB Support?
The purpose of the GOCDB SU is handle tickets assigned to it through the GGUS system. These tickets can originate from a user or from operations.
For which components does GOC DB provide support?
The GOCDB SU will deal with problems concerning these issues:
- Problems using the GOCDB interface https://goc.egi.eu/
- Requesting access to the GOCDB interface or direct access to the actual database.
Which quality of service (QoS) will you provide?
Who will assign tickets to GOC DB Support?
A ticket is usually assigned to the GOCDB support unit by TPM. This causes the GOCDB team to investigate if solving the ticket is really in their responsibility. If not, the ticket is assigned to GGUS or the responsible support unit. If yes, the supporters will tackle the problem. A ticket can be assigned to GOCDB in one of the following ways:
- by the TPM team when a ticket submitted by a user seems to be related to a GOCDB problem;
- by another SU when the ticket was assigned to this SU and it turned out to be GOCDB related.
Are tickets typically solved in GOC DB Support or reassigned elsewhere?
The GOCDB 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 GOC DB Support?
The persons responsible for GOCDB are: David Meredith and John Casson.
What documentation is available on GOC DB Support?
There is a website dedicated to GOCDB with useful links and a troubleshooting guide: GOCDB/Documentation Index
What is the usual "Type of Issue" for the tickets of GOC DB?
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 GOC DB team.
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