Dissemination level

TLP:AMBER

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Introduction

This Guide is for Support Units other than NGIs, ROCs or Sites. Those are special, and although the procedure to join them is similar, it will be announced later. 

All Support Units (SU) from the old GGUS helpdesk system have been migrated to the new helpdesk, retaining their associated mailing lists. These mailing lists will receive notifications of new tickets and updates in the same way as they were implemented in the old GGUS system.

Note: neither users nor old tickets will be migrated from the old system. User accounts are created automatically after the first login via EGI Check-in. 

Steps to Set Up and Join a Support Unit in the New Helpdesk

  1. Verify if your Support Unit already exists in the new helpdesk

    • To do this, press "+" to create a new ticket, navigate to the GROUP field in the ticket creation form and find your support unit either by entering its name or by browsing through the drop-down list hierarchy:
    • if your Support Unit is missing, please create a new ticket addressed to the Ticket Processing Manager (TPM).


  2. Test the Mail Notification Functionality of your Support Unit

    • To ensure that your Support Unit is active and the corresponding mailing list is configured correctly, perform a test by submitting a test ticket to it. 
      • Since this is a production system, please do not submit tickets to NGIs, ROCs or Sites. Especially avoid submitting to T0 (CERN-PROD) or any Tier-1 Site! This will be done in the separate step to be announced later. 
    • Check if your Support Unit's mailing list have received all notifications you would expect.
    • Update ticket via user interface or answer via email.
      • Any update in the user interface is applied only after clicking the "Update" button in the lower left corner.
      • Note: a ticket resolution should always be sent using the reply button located just below the initial message OR by changing the ticket state to Solved. Otherwise users with notification mode "on solution" will not get notified.
    • Check again if all expected notification have been received.

  3. Confirm Functionality or Report Issues

    • If everything works as expected, please submit a confirmation ticket to the TPM with the subject "Support Unit 'ABC' works" (replace "ABC" with your support unit's name).
    • If you encounter any issues, please submit a ticket to the TPM with the subject "Support Unit 'ABC': problem" and describe the specific issue you are experiencing. Also don't hesitate to submit a ticket if everything works, but not as expected.


Optional:

With the new helpdesk system, we can provide new functionality for Support Units (currently excluding NGIs/Sites). The GGUS Supporters can now become members of the Support Unit and receive email notifications directly to their personal email addresses, regardless of whether they are subscribed to the mailing list associated with the Support Unit or not. This functionality can replace the usual notifications to mailing lists or can be used in parallel. The benefits of this approach include the ability to assign a ticket owner, i.e. the supporter who has taken the issue for analysis and will provide support thereafter, thus making the support process more transparent to other supporters. However, if the supporter is registered as a member of SU and subscribed to the mailing lists, this may result in duplicate of notifications, which can be manually configured by the user in the user profile interface. 

  1. Request Membership to Receive Personal Notifications
    • If you would like to join the support unit and receive notifications directly to your personal email, you can request membership.
    • Create a ticket addressed to TPM with the subject "Support Unit 'ABC': membership" (replace "ABC" with your support unit’s name).
    • This step or switch to SU membership can be performed later anytime. 


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