Introduction
The helpdesk provides you with the information and support you need to troubleshoot your product and service problems. You can report incidents, bugs or change requests.
EGI supports users and operators through a distributed helpdesk with central coordination and a single interface for support. The support activities are grouped in the first and second level support.
Technical Roadmap
Below are the development activities that are planned for 2024-2025:
- Integration with Staging DB.
- Implementation in Zammad of the ticket Workflows currently provided by GGUS (including TEAM, ALARM, CMS and Multisites tickets) ase agreed with the respective user communities
- Development of automated workflows for multiple procedures e.g. escalation procedure.
- Integration with ServiceNow x 2 ( CERN & FNAL)
- RT Integration
- Integration with other core EGI services
And below are the tickets that are accepted by the board:
Requirements to be Assessed
Below are the new and existing requirement tickets: