This procedure aims to document the process for creating a new support unit in the EGI Helpdesk service (GGUS). Please refer to the EGI Glossary for the definitions of the terms used in this procedure. The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119. A new service/service component A new middleware product A new NGI/OC (PROC02 Operations Centre creation) The following information should be provided when requesting the creation of a new SU: Open a ticket on GGUS to the Helpdesk (GGUS) SU providing the required information. operations <at> egi.eu should be added in copy to the ticket. Example of the text: Dear GGUS supporters, we would like to request the creation of a new support unit. - Name: .... Thanks in advance, Process the request. All the progress is tracked into the ticket. Add operations <at> egi.eu in copy to the ticket if not yet added.Overview
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Entities involved in the procedure
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Steps
Step# Responsible Action Notes 1 Requester
- SU Category: ...
- mailing list: ....
- QoS: ...
- information for the FAQ: ...2 a GGUS team The SU will be available before the next GGS monthly release. b Requester if the request is accepted, all the people involved in the support unit need the supporter role: FAQ_GGUS-Get-Support-Privileges in EGI Wiki 3 GGUS team Closes the ticket after the creation of the SU. Revision history
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