[Ibergrid-support] Kick-off User Support email

[Alvaro Simon]

Dear support team

This afternoon we had the Ibergrid help desk kick-off meeting, here is
the summary:

Carlos Fuentes has explained how it works the new Ibergrid ticket system
based on RT 4 (https://rt-ngi.rediris.es). At this moment there are 6
queues available:

* General: The main queue. The new tickets created by the users are
stored in this queue by default, and should assigned to the correct
queue by the support team.
* Applications.
* Middleware.
* Operations.
* GGUS: This is a special queue. Each ticket created in this queue
creates (an updates if it's changed) a new ticket in GGUS. At this
moment the synchronization is unidirectional (Ibergrid RT->GGUS). Carlos
is working to configure a bidirectional syncronization (GGUS changes->
Ibergrid RT).
* Security.

Each queue has assigned a email address. Besides when a new ticket is
created a couple of fields  can be filled such (equivalent to GGUS) :
Priority, Type of problem, Site name (gathered from GOCDB), etc.

Users can open a ticket just submitting an email. Each ticket can be
processed by the team in shift to be assigned to a specific queue. The
complete procedure and the team members  is available in the wiki:

*
http://ibergrid.lip.pt/USP/technical_documents/UserSupport/UserSupportShifts

We will comment this point in the next Ibergrid Operations meeting,
meanwhile please, all the participants teams must request a new account in:

* https://rt-ngi.rediris.es

Alvaro Lopez or Carlos Fuentes will validate the new accounts for you.

After that all the new members will be assigned by default to General
and GGUS queues.


We will start to test the new prototype the next weeks, (creating,
removing tickets, changing between different shifts etc, etc). After
this testing period we can submit a broadcast to inform all the users.



Thanks in advance!
Alvaro