Dear Juanjo, Thanks for the clarifications. I am removing the chapter leads, as the follow up questions below are more specific to the coaches. 1- How should we move the requests from the SME emails (either directly addressed to us, or sent through the accelerator specific mailing lists) to the support lists or to the Q&A platform? Do we have a mechanism to be able to assign tickets from the HELC JIRA tracker to the support lists trackers? Or in the case it’s direct emails from SMEs, do we ask them to create these request themselves? Keep in mind in some cases they come to us after having tried the other mechanisms.. 2- How can we ensure the coaching SLAs are met after we transfer SME requests to the tech help or lab help lists? For instance would it be possible to add a flag to mark these tickets as “Accelerator SME requests” so the technical team can prioritize them? Thanks very much again for your time, ilknur From: Juanjo Hierro [mailto:juanjose.hierro at telefonica.com] Sent: Friday, August 14, 2015 2:00 PM To: Chulani, Ilknur; fiware-coaches at lists.fi-ware.org; fiware-chapter-leaders at lists.fi-ware.org; FERNANDO LOPEZ AGUILAR; Joaquin Salvachua; MANUEL ESCRICHE VICENTE Cc: Juanjo Hierro Subject: Re: [Fiware-coaches] Support for IDM during UPM holidays? Hi, I was not aware about that decision. I do not pretend to change processes that may have been agreed, but then it seems like all that effort in providing support to SMEs/startups will not be captured in the statistics regarding fiware-tech-help following the process that you describe ... We have used the statistics linked to resolution of tickets issued to fiware-tech-help in order to argue that the support regarding usage of FIWARE GEs has improved since the start of FI-Core. Those statistics are displayed in the following web page: http://backlog.fiware.org/helpdesk/tech It is true that you can drill down from that page to check the statistics regarding performance at individual chapters or GE level, but the overall picture about how we are improving regarding FIWARE GE technical support gets lost ... We may be solving 200 tickets per day thanks to the good job of coaches and the FIWARE GE teams, but that would not be visible in the statistics of the web page referred above ... or am I wrong? In my honest opinion, the question about avoiding overloading the moderation of the fiware-tech-help mailing list would be avoided precisely if the coaches contribute to that moderation (particularly with regards to messages coming from SMEs/startups of the accelerator projects they coach). One possibility would be that of asking SMEs/startups under your coordination to issue tickets in the mailing lists copying you. That would give a hint about who is expected to moderate a message that has ultimately lead to creation of a ticket, solving thes issue about overloading the moderation ... doesn't it make sense? I copy Manuel in case he can provide some light. He returns from holidays on Monday, so I hope he can answer the questions above. Coming back to the original question regarding support to the IdM GE, then I suggest that questions be formulated in the recently launched Q&A platform (http://ask.fiware.org) in addition to creating a ticket in the JIRA of the IdM GE team. This way, it will hopefully gets answered (by someone in the cloud team or maybe even some other developer). BTW, note that the procedure for issuing tickets may change in the near future so that we rely on this Q&A platform rather than mailing lists. That was pending on the need to automate creation of tickets in the corresponding JIRAs whenever questions are issued in the Q&A platform. I understand that Manuel is working on this. We will keep you updated. Best regards, -- Juanjo ______________________________________________________ Coordinator and Chief Architect, FIWARE platform CTO Industrial IoT, Telefónica email: juanjose.hierro at telefonica.com<mailto:juanjose.hierro at telefonica.com> twitter: @JuanjoHierro You can follow FIWARE at: website: http://www.fiware.org twitter: @FIWARE facebook: http://www.facebook.com/pages/FI-WARE/251366491587242 linkedIn: http://www.linkedin.com/groups/FIWARE-4239932 On 14/08/15 12:21, Chulani, Ilknur wrote: Dear Juanjo, What you say makes sense, but it is a little different than the process the coaches were asked to follow before. There was a discussion among the coaches before on how to direct the SME requests, and as Stefano may remember, in the end we were told to assign tickets for SME questions directly to the GE owners in order to avoid overloading the moderators of the fiware-tech-help and fiware-lab-help mailing lists. So should we change our approach and send these to the support mailing lists instead? Kind regards, ilknur From: Juanjo Hierro [mailto:juanjose.hierro at telefonica.com] Sent: Friday, August 14, 2015 11:37 AM To: Chulani, Ilknur; fiware-coaches at lists.fi-ware.org<mailto:fiware-coaches at lists.fi-ware.org>; fiware-chapter-leaders at lists.fi-ware.org<mailto:fiware-chapter-leaders at lists.fi-ware.org>; FERNANDO LOPEZ AGUILAR; Joaquin Salvachua Cc: Juanjo Hierro Subject: Re: [Fiware-coaches] Support for IDM during UPM holidays? Hi all, Technical questions, as always, should be directed to the fiware-tech-help or fiware-lab-help mailing lists (depending on whether they are more related to usage of the FIWARE IdM GE or the IdM global instance running on the FIWARE Lab as such). Then, they may be taken by some partners who may provide answers. In this particular case, we will check whether someone from the cloud team may be able to answer some questions. There may be people from UPM team who may be willing to respond even if they are on holidays. This, by the way, should be the general approach for solution to technical questions. There is no way to track whether we (i.e., the FIWARE GE owner teams) are providing a good or bad support if we don't adopt the practice of handling technical questions through the defined support channels. It also allows to detect support requests that may have been issued but are not given the necessary attention. We should try to avoid direct communication with the teams without first issuing the corresponding requests through the support channels. Best regards, -- Juanjo ______________________________________________________ Coordinator and Chief Architect, FIWARE platform CTO Industrial IoT, Telefónica email: juanjose.hierro at telefonica.com<mailto:juanjose.hierro at telefonica.com> twitter: @JuanjoHierro You can follow FIWARE at: website: http://www.fiware.org twitter: @FIWARE facebook: http://www.facebook.com/pages/FI-WARE/251366491587242 linkedIn: http://www.linkedin.com/groups/FIWARE-4239932 On 13/08/15 17:32, Chulani, Ilknur wrote: Hi, I have learned today that the UPM team will be on holidays till August 24. Do we have any backup support mechanism during this time? I am receiving IDM related questions from a number of accelerator SMEs, does anybody know if there are any other partners we can direct them to? Kind regards, ilknur İlknur Chulani Technical Lead Research & Innovation ilknur.chulani at atos.net<mailto:%C4%B0lknur.chulani at atos.net> T +90 212 286 4666 ITU ARI-2 Teknokent B Blok K4 34398 Maslak, Istanbul, Turkey www.atosresearch.eu<http://www.atosresearch.eu/> www.atos.net<http://www.atos.net/> [cid:image002.png at 01CFE2E5.8B76CA80] Bu mesaj ve ekleri gönderilen kiþiye özeldir ve gizli bilgiler içerebilir. Eðer mesajýn gönderilmek istendiði kiþi deðilseniz lütfen kopyalamayýnýz, baþkalarýna göndermeyiniz ve göndericiyi bilgilendiriniz. Internet üzerinden gönderilen mesajlarýn güvenli ve hatasýz olduðunun garantisi olmadýðýndan Atos grubu mesajýn içeriðinden sorumlu tutulamaz. Göndericinin bilgisayarý anti-virüs sistemleri tarafýndan taranmaktadýr, ancak yine de mesajýn virüs içermediði garanti edilemez ve gönderici, meydana gelebilecek zararlardan sorumlu tutulamaz. 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Esta mensagem e seus anexos se dirigem exclusivamente ao seu destinatário, pode conter informação privilegiada ou confidencial e é para uso exclusivo da pessoa ou entidade de destino. Se não é vossa senhoria o destinatário indicado, fica notificado de que a leitura, utilização, divulgação e/ou cópia sem autorização pode estar proibida em virtude da legislação vigente. Se recebeu esta mensagem por erro, rogamos-lhe que nos o comunique imediatamente por esta mesma via e proceda a sua destruição Bu mesaj ve ekleri gönderilen kişiye özeldir ve gizli bilgiler içerebilir. Eğer mesajın gönderilmek istendiği kişi değilseniz lütfen kopyalamayınız, başkalarına göndermeyiniz ve göndericiyi bilgilendiriniz. Internet üzerinden gönderilen mesajların güvenli ve hatasız olduğunun garantisi olmadığından Atos grubu mesajın içeriğinden sorumlu tutulamaz. Göndericinin bilgisayarı anti-virüs sistemleri tarafından taranmaktadır, ancak yine de mesajın virüs içermediği garanti edilemez ve gönderici, meydana gelebilecek zararlardan sorumlu tutulamaz. This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos group liability cannot be triggered for the message content. Although the sender endeavors to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. ________________________________ Este mensaje y sus adjuntos se dirigen exclusivamente a su destinatario, puede contener información privilegiada o confidencial y es para uso exclusivo de la persona o entidad de destino. Si no es usted. el destinatario indicado, queda notificado de que la lectura, utilización, divulgación y/o copia sin autorización puede estar prohibida en virtud de la legislación vigente. Si ha recibido este mensaje por error, le rogamos que nos lo comunique inmediatamente por esta misma vía y proceda a su destrucción. The information contained in this transmission is privileged and confidential information intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this transmission in error, do not read it. Please immediately reply to the sender that you have received this communication in error and then delete it. Esta mensagem e seus anexos se dirigem exclusivamente ao seu destinatário, pode conter informação privilegiada ou confidencial e é para uso exclusivo da pessoa ou entidade de destino. Se não é vossa senhoria o destinatário indicado, fica notificado de que a leitura, utilização, divulgação e/ou cópia sem autorização pode estar proibida em virtude da legislação vigente. Se recebeu esta mensagem por erro, rogamos-lhe que nos o comunique imediatamente por esta mesma via e proceda a sua destruição Bu mesaj ve ekleri gönderilen kişiye özeldir ve gizli bilgiler içerebilir. Eğer mesajın gönderilmek istendiği kişi değilseniz lütfen kopyalamayınız, başkalarına göndermeyiniz ve göndericiyi bilgilendiriniz. Internet üzerinden gönderilen mesajların güvenli ve hatasız olduğunun garantisi olmadığından Atos grubu mesajın içeriğinden sorumlu tutulamaz. Göndericinin bilgisayarı anti-virüs sistemleri tarafından taranmaktadır, ancak yine de mesajın virüs içermediği garanti edilemez ve gönderici, meydana gelebilecek zararlardan sorumlu tutulamaz. This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos group liability cannot be triggered for the message content. Although the sender endeavors to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. -------------- next part -------------- An HTML attachment was scrubbed... URL: <https://lists.fiware.org/private/fiware-coaches/attachments/20150814/5111a21d/attachment.html> -------------- next part -------------- A non-text attachment was scrubbed... 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