FAQ FOR Helpdesk (GGUS) SUPPORT UNIT

Responsible Unit: Helpdesk (GGUS)

Helpdesk: GGUS (Operations Helpdesk by TPM)


What is the purpose of the Helpdesk (GGUS) Support?

The GGUS system is one of the core operations tools in EGI. It is developed and maintained by the GGUS team located at KIT in Germany. The purpose of GGUS team is:

  • fixing bugs in GGUS system,
  • maintaining the GGUS system,
  • implementing new features,
  • integrating other systems into GGUS via interfaces,
  • training,
  • reporting and metrics,
  • documentation.

For which components does Helpdesk (GGUS) provide support?

GGUS (Global Grid User Support)

Which quality of service (QoS) will you provide?

FAQ_GGUS-QoS-Levels

Who will assign tickets to Helpdesk (GGUS) Support?

TPM and anyone with support permissions.

Are tickets typically solved in Helpdesk (GGUS) Support or reassigned elsewhere?

The GGUS supporters both 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 Helpdesk (GGUS) Support?

The persons responsible for GGUS are: Helmut Dres, Guenter Grein

What documentation is available on Helpdesk (GGUS) Support?

The GGUS documentation set contains documents for GGUS at the following addresses:

What is the usual "Type of Issue" for the tickets of Helpdesk (GGUS)?

GGUS

Comments

No comments.

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 Helpdesk (GGUS) team.