Dear GGUS User,
Welcome to the New GGUS Helpdesk system!
We are now entering the migration phase for the Helpdesk, which will last till the end of the year 2024 and consist of three major phases:
- Roles Assignment: Assigning specific roles to all supporters and users.
- Support Unit Setup: Configuring all support units within the system.
- Training, Testing and Initial Operations: Learning the system and conducting initial tests, operations and feedback to ensure smooth transition.
These steps are critical to ensure a successful migration and the proper functioning of the new GGUS.
Follow this quick guide to get started with Phase 1 and ensure your role is properly set up.
Note: So far the tickets can only be submitted to the TPM until further news.
Step-by-Step Guide:
Login to the GGUS System
- Use your usual idP to log in to the helpdesk platform via Check-in AAI at https://helpdesk.ggus.eu/
- If you encounter any issues with login don't hesitate to contact us via: eu-service-support@lists.kit.edu
Review the Roles and Permissions Section
- Refer to the Roles and Permissions Guide to understand the roles available.
- Identify which role suits your needs based on your job responsibilities:
- Standard users with role assigned by default on initial login can submit basic tickets.
- Advanced users, such as Supporters, or Experts, may have broader access and capabilities.
Wait for Your Role to be Assigned if you have Supporter status in current GGUS
- Your role should be assigned automatically within a few days of your first login.
- During this period, periodically check if Profile -> Roles section has appeared and contains the expected role.
- Be aware that Profile -> Roles is not visible for User role.
Check Your Role in Your Profile
- After logging in, click in the Dashboard on your User Logo in the lower left corner of the screen.
- Navigate to Profile and select Roles to view your current role. This will show your level of access and permissions within the system.
- Right after inital login you won't see the Roles section. Please wait a bit till you get the Supporter role. For Supporters the Roles section is visible.
Submit a Ticket to TPM if the Role is Not Assigned
If your role is still not assigned after several days, submit a ticket to the Ticket Process Manager (TPM) to request assistance with role assignment.
- To submit ticket press "+" button near you Avatar Symbol:
- Fill the Title and Text fields, choose TPM Unit in the group field:
Be cautious not to submit multiple or unnecessary tickets, as this could lead to spam and hinder the efficiency of the helpdesk system.
- Next steps overview ( the full information will be provided later):
- After your roles are properly assigned, you will be asked to setup/join your Support Unit.
- As for now, you could check if your Support Unit is in place and has proper naming. If you spot any problem please open ticket at TPM.
- We will provide a Supporter Guide, to inform all Supporters about setup of the Support Unit, interactions with the new Helpdesk, best practices and procedures.
- After your Support Unit is prepared you will be asked to perform a few simple tests to ensure proper functionality of the Unit, correct notifications scheme etc.