Tracking and implementing technical support cases in EGI

Permalink:

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

Document #:

EGI-doc-2478-v1

Document type:

Internal document

Submitted by:

Gergely Sipos

Updated by:

Gergely Sipos

Document Created:

08 May 2015, 13:40

Contents Revised:

08 May 2015, 13:40

Metadata Revised:

01 Jun 2015, 17:13

Abstract:

This document provides information and guidance for EGI outreach, engagement and user support teams about the tasks that multi-national technical support cases typically require; and guides these teams on how to track progress with these support cases in the EGI context using the technical-support-cases queue of the EGI RT system.

The document supports the implementation of the EGI Engagement Strategy, by providing 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_v0.91.doc (457.0 kB)

Topics:

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

Authors:

• Gergely Sipos