1. Work flow changes after the end of EMI
G. Grein (GGUS)
11/15/2018
URT

2. Motivation Reduce manual effort of the ticket monitoring
Reduce number of unattended tickets open over a long time
Improve information quality of the ticket
Accommodate the end of EMI project
Remove access restrictions for middleware tickets
11/15/2018
URT

3. Latest changes Technology Helpdesk fully integrated in GGUS
Removed access restrictions to middleware tickets, but ticket assigning to PTs is still done exclusively by DMSU!
Ticket priority colours calculation based on quality of service the PTs agreed on.
Automated reminders to submitters on tickets waiting for user input
11/15/2018
URT

4. Latest changes Modified work flow for PTs
respond to a ticket by setting ticket status "in progress"
decide on accepting or rejecting the ticket as bug and provide an ETA
adjust the ETA if necessary
implement the fix
close the GGUS ticket after the fix is made available
11/15/2018
URT

5. Differences to EMI era Feature Current process Former EMI process
Implicit reject
The monitoring team closes tickets of unresponsive PTs manually.
The ticket monitoring team reminded support units on missing response manually. Ticket closing however was done by EMI.
ETA
Required for all tickets.
The ETA can be adjusted at any time.
Required for "top priority" and "very urgent" tickets only.
Notifications
Notifications are sent automatically.
Notifications sent after manual intervention of the monitoring team.
11/15/2018
URT

6. Benefits PT No forgotten tickets
Almost no additional work besides setting/adjusting ETA
Tickets still checked by DMSU before assigning them to PT
Use the generic GGUS web pages with some additional fields (ETA, Affected component, Affected component version)
11/15/2018
URT

7. Benefits Monitoring Support staff Fewer manual actions
Tickets of unresponsive users will be closed following an agreed process
Support staff
Participate in tickets without requiring additional permissions
Use the generic GGUS web pages
11/15/2018
URT

8. Benefits
User
Gets information on availability of fixes in his GGUS ticket (GGUS is the single point of contact for the user)
Development process becomes clearer and more transparent
EGI
Improved customer satisfaction
11/15/2018
URT