Difference: UsingTickets (4 vs. 5)

Revision 52012-01-19 - PaoloVeronesi

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 -- AlessandroPaolini - 2011-12-21
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How to use ticketing system

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How to use ticketing system

 In order to access to our ticketing system you have to login at https://ticketing.cnaf.infn.it/checklist-new/
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Login page

 
  • LOGIN PAGE:
    imm-tick-login.png

If you haven't an account, create it by registering in our system

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Registration page

 
  • REGISTRATION PAGE:
    imm-tick-registration.png
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Open a new ticket

 In order open a ticket, click on the "submit ticket" button of the home page:

  • HOME PAGE:
    Imm-tick-home.png

  • ticket submission page:
    imm-tick-submit.png

there are several filed to fill in:

  • Assign to: select the support group to which assign the ticket. By default it is assigned to "Central support" group: you can address to it general questions, or if you are not sure about the right support group to which assign a ticket
  • Priority: the priority of your ticket
  • Subject: put a not-confusing title
  • Description: the details of your problem. Add any information that can help the supporters to debug the problem, like:
    • command used and its output
    • VO used (past the output of "voms-proxy-info --all"
    • site or service contacted
    • middleware version
  • Add file: the attache file filed
  • GGUS ID: ignore it
  • Category: select a category in the menu
  • Force Remote Notification: this field is active when you add a response to a ticket come from GGUS: you can decide whether send your response to GGUS or not
  • Responsible EGEE Support Unit: ignore it

In order to answer to a ticket, click on the "add a response" button:

  • actions section::
    imm-tick-rispo.png

META FILEATTACHMENT attachment="imm-tick-login.png" attr="" comment="" date="1326380364" name="imm-tick-login.png" path="imm-tick-login.png" size="76865" user="AlessandroPaolini" version="1"
META FILEATTACHMENT attachment="imm-tick-registration.png" attr="" comment="" date="1326380462" name="imm-tick-registration.png" path="imm-tick-registration.png" size="125548" user="AlessandroPaolini" version="1"
META FILEATTACHMENT attachment="Imm-tick-home.png" attr="" comment="" date="1326445813" name="Imm-tick-home.png" path="Imm-tick-home.png" size="291927" user="AlessandroPaolini" version="1"
META FILEATTACHMENT attachment="imm-tick-submit.png" attr="" comment="" date="1326446638" name="imm-tick-submit.png" path="imm-tick-submit.png" size="85723" user="AlessandroPaolini" version="1"
META FILEATTACHMENT attachment="imm-tick-rispo.png" attr="" comment="" date="1326710970" name="imm-tick-rispo.png" path="imm-tick-rispo.png" size="69793" user="AlessandroPaolini" version="1"
 
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