UsingTickets < GridOversight

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-- Main.AlessandroPaolini - 2011-12-21

---+!! How to use ticketing system
%TOC%
In order to access to our ticketing system you have to login at https://ticketing.cnaf.infn.it/checklist-new/

---++ Login page
   * LOGIN PAGE: <br />
     <img src="%ATTACHURLPATH%/imm-tick-login.png" alt="imm-tick-login.png" width="1330" height="372" />

If you haven't an account, create it by registering in our system
---++ Registration page
   * REGISTRATION PAGE: <br />
     <img src="%ATTACHURLPATH%/imm-tick-registration.png" alt="imm-tick-registration.png" width="1355" height="435" />

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

   * HOME PAGE: <br />
     <img src="%ATTACHURLPATH%/Imm-tick-home.png" alt="Imm-tick-home.png" width="1378" height="337" />

   * ticket submission page: <br />
     <img src="%ATTACHURLPATH%/imm-tick-submit.png" alt="imm-tick-submit.png" width="772" height="493" />

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:: <br />
     <img src="%ATTACHURLPATH%/imm-tick-rispo.png" alt="imm-tick-rispo.png" width="942" height="345" />

Attachments

Topic attachments
I	Attachment	Action	Size	Date	Who
png	Imm-tick-home.png	manage	285.1 K	2012-01-13 - 09:10	AlessandroPaolini
png	imm-tick-login.png	manage	75.1 K	2012-01-12 - 14:59	AlessandroPaolini
png	imm-tick-registration.png	manage	122.6 K	2012-01-12 - 15:01	AlessandroPaolini
png	imm-tick-rispo.png	manage	68.2 K	2012-01-16 - 10:49	AlessandroPaolini
png	imm-tick-submit.png	manage	83.7 K	2012-01-13 - 09:23	AlessandroPaolini

Topic revision: r5 - 2012-01-19 - PaoloVeronesi

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