Dissemination level

TLP:AMBER

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Helpdesk Roles Management

Roles in the GGUS helpdesk system define the permissions and capabilities each user has when interacting with tickets. Proper role assignment ensures that users have access to the appropriate tools and information they need for their specific tasks.

Newly registered users are automatically assigned a role with minimal privileges by default. This means new users can only submit user tickets and can't access tickets from other users. To write your first ticket, please use the green "+" button in the lower left part of your window.

[Migrating roles from legacy GGUS] When users log in for the first time, they will be assigned the role they had in the legacy GGUS system with some delay. This usually happens within a few days. Please be patient. If you have't obtained the role you had before after several days, you can escalate the issue by submitting a ticket to the group "Second Level › Services › EGI Services and Service Components › Helpdesk (GGUS)" (start typing "ggus" in the group field for quick access).  

How to Check Your Role 

You can check your assigned role by following these steps (not available for users with the default role):

  1. Click on your User Logo in the top right corner of the helpdesk interface.
  2. Navigate to Profile and select Roles.


Role Hierarchy and Capabilities

Standard Roles 

  1. User

    • Default role assigned upon registration. 
    • Permissions:
      • Basic ticket submission interface (only group and site fields are available).
      • Ticket submission only to TPM and NGIs. 
      • Visibility of only your own tickets.

  2. GGUS User

    • Users who need read-only acces to others' tickets, but with limited editing rights.
    • Permissions:
      • Enhanced ticket submission interface (category, ticket area, priority, affected vo, notified groups).
      • Ticket submission to TPM, NGIs, Second Level and Other Infrastructures. 
      • Read-only access to all tickets.
      • (in development) Limited access to personal information such as names and email addresses. 

  3. Common

    • Supporters who manage and update tickets throughout the system.
    • Permissions:
      • Full read and write access to all tickets.


Roles with Specific Capabilities 

These roles provide additional capabilities beyond the standard roles and are assigned based on specific needs. The prerequisite for obtaning any of these roles is having at least the Common role, which is usually sufficient for most users. 

  1. GGUS Expert

    • Advanced supporters who can submit tickets to the Third Level and Product Teams.

  2. <vo>

    • Indicator of Membership in the Virtual Organization (VO).
    • Enables VO specific features such as overviews and ticket areas. 

  3. <vo>_team

    • Permissions:
      • Ability to submit tickets on behalf of a team.
    • Use Case: Users representing teams and submitting team-related tickets.

  4. TPM (Ticket Process Manager)

    • Permissions:
      • Additional section in the Overview showing tickets submitted to the TPM.
    • Use Case: Users who manage the ticket process and address unassigned or escalated tickets.

  5. Alarm

    • Permissions:
      • Ability to submit high-priority Alarm tickets.
    • Use Case: Users who need to raise urgent, time-sensitive issues.

  6. Multisites

    • Permissions:
      • Ability to submit multisite tickets.
    • Use Case: Users responsible for managing tickets that involve multiple sites.
  7. Mini-Admins
    • Permissions: 
      • Ability to grant particular roles .e.g <vo> role to other users 
    • Use Case: Management of VO users in the helpdesk 

Contact

If you have any issues with roles or general questions regarding the helpdesk, please submit a ticket to the group "Second Level › Services › EGI Services and Service Components › Helpdesk (GGUS)" (start typing "ggus" in the group field for quick access).  



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