Tracking and implementing technical support cases in EGI

Permalink:

https://documents.egi.eu/document/2478

Document #:

EGI-doc-2478-v2

Document type:

Internal document

Submitted by:

Gergely Sipos

Updated by:

Gergely Sipos

Document Created:

08 May 2015, 13:40

Contents Revised:

21 Jul 2015, 16:14

Metadata Revised:

21 Jul 2015, 16:14

Abstract:

This document provides information and guidance on how to track progress with the support of multi-national communities in the EGI context. The document is relevant for outreach, engagement and user support teams in EGI and guides these teams on the usage of a specialised support queue of the EGI RT system where progress and status of support cases is traced. The guide directly relates to the EGI Engagement Strategy and provides process-level specification of handing over support cases from the 'Outreach' phase to the 'Scoping' phase of the EGI Engagement workflow. For further information on this workflow please refer to the EGI Engagement Strategy: http://go.egi.eu/engagementstrategy.

Files in Document:

• TechinicalUserSupportCases_SupportersManual_v2.doc (459.5 kB)

Topics:

• Activities:User Engagement and Support
• EGI
• Finished Projects:EGI-Engage

Authors:

• Gergely Sipos