Dissemination level

TLP:AMBER

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30.01.2025 Production release 5.0

  • Update of Zammad to version 6.4.1.
  • Pagination for search added. 
  • Switch back to helpdesk@ggus.org mail.
  • All open tickets ~500 migrated to the new helpdesk helpdesk.ggus.eu.
  • Notification mode "notify on each change" has been set by default in ticket creation mask.
  • Ticket state automatically to be set "in progress" in case ticket is updated by email.
  • Bouncing protection v1 based on the extended error codes implemented. 

20.11.2024 Release 4.0 

  • Integration with current GGUS 
  • Zammad update 6.4 
  • WLCG Support Units are ready for testing 
  • Special roles are ready for testing

01.10.2024 Release: 3.0

  • Integration with Check-in is accomplished. 
  • EGI Support Units are in place. 
  • SNOW integration in progress. 
  • Update of the staging DB to the latest stage. 
  • Pilot production phase. 

11.09.2024 Release: 2.5

  • WLCG Support Units are in place. 
  • SNOW integration works in GGUS→SNOW direction. 
  • All Workflows are implemented 
  • Test phase is ongoing. 

10.06.2024 Release: 2.2 

  • In progress: 
    • Integration with CERN Service now is ongoing 
    • Multisite ticket implementation 
    • CMS Workflow specs 
  • Plans for 3 release: 
    • Specs for FNAL Service now to be finalized 
    • Mapping for FNLA Service Now to be finalized
    • FNAL Service Now integration roadmap to be finalized
    • Ticket Type "Team" improvement 
    • Roles visibility for user in Profile→My roles 
    • 3rd release expected on 15.07.2024 

19.04.2024  Release: 2.0 

  • Zammad release: 6.3 
  • Staging DB integration done. 
  • All sites are in sync with Zammad. 
  • Customer field readonly with possibility to change in admin settings for some roles. 
  • Ticket types are added 
  • User, Team, Alarm ticket types are implemented
  • Pop-up menu for ticket types added 
  • VO automatic choice in ticket mask based on user VO added. 


10.12.2023  Release: 1.0 

  • Zammad release: 6.2.
  • Staging DB migrated to Postgresql 
  • Themes package added 
  • Outbound call ticket creation disabled 
  • Initial L2 Support Unit structure implemented ( no sync with GOCDB) 
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