GGUS:INDIGO DataCloud Catch-all FAQ
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FAQ FOR INDIGO DataCloud Catch-all SUPPORT UNIT
- Responsible Unit
- INDIGO DataCloud Catch-all
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the INDIGO DataCloud Catch-all Support?
The SU will deal with all the issues regarding INDIGO-DataCloud software. It will ensure the triage of GGUS tickets, directing them to the different INDIGO - DataCloud PTs for problems with the developed software but also to the INDIGO WP3.3 for issues with the INDIGO-DataCloud underlying build and testing infrastructure, repositories and other tools made available to the project.
For which components does INDIGO DataCloud Catch-all provide support?
Which quality of service (QoS) will you provide?
Who will assign tickets to INDIGO DataCloud Catch-all Support?
A ticket is usually assigned to the INDIGO DataCloud Catch-all support unit by DMSU. This causes the INDIGO DataCloud Catch-all 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 INDIGO DataCloud Catch-all by the DMSU team when a ticket submitted by a user seems to be related to a INDIGO problem;
Are tickets typically solved in INDIGO DataCloud Catch-all Support or reassigned elsewhere?
The INDIGO DataCloud Catch-all 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 INDIGO DataCloud Catch-all Support?
Cristina Aiftimiei (INFN-CNAF)
What documentation is available on INDIGO DataCloud Catch-all Support?
What is the usual "Type of Issue" for the tickets of INDIGO DataCloud Catch-all?
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 INDIGO DataCloud Catch-all team.
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