Dear Ilknur,
1 – Yes
2 – There’re two help desk: Main Help Desk and Coaches Help Desk. LAB is a channel belonging to the Main Help Desk.
Yes.
3 – Whenever you don’t know the GE Owner, you have a number of options:
a) Search it – (read below how)
b) You can assign it to me – I’ll do the searching and assigning
I’m afraid that would be difficult to implement, since some people have different roles. With that approach they’d need several accounts.
I’m adding a FAQ question for how to search a GE Owner: http://backlog.fiware.org/guide/faq.html
[cid:image002.png at 01D0DB6D.247D3D10]
Obviously, you’ve got always the option to assign it to me.
It hope it’s acceptable.
Kind regards,
Manuel
From: Chulani, Ilknur [mailto:ilknur.chulani at atos.net]
Sent: jueves, 20 de agosto de 2015 17:00
To: MANUEL ESCRICHE VICENTE; Silvio Cretti
Cc: fiware-coaches at lists.fi-ware.org
Subject: RE: [Fiware-coaching-atos] [Fiware-coaches] Relationship Coaches and Main Help Desk
Dear Manuel,
This is not clear to me. Do you mean, we handle the lab and GE related issues differently?
i.e. do we clone the lab related ones to the lab desk, and assign the GE related ones to the GE owners directly?
If that is the case, I have a follow up question. Sometimes we cannot find the name of the GE owner from the catalouge, or his/her substitute in the list of assignees in HELC desk. Then we have to contact someone by email manually. Is there a better way to this? For instance can we have the ability to assign tickets in HELC to GE names instead of GE owner names?
Best regards,
ilknur
From: fiware-coaching-atos-bounces at lists.atosresearch.eu<mailto:fiware-coaching-atos-bounces at lists.atosresearch.eu> [mailto:fiware-coaching-atos-bounces at lists.atosresearch.eu] On Behalf Of MANUEL ESCRICHE VICENTE
Sent: Thursday, August 20, 2015 5:53 PM
To: Silvio Cretti
Cc: fiware-coaches at lists.fi-ware.org<mailto:fiware-coaches at lists.fi-ware.org>
Subject: Re: [Fiware-coaching-atos] [Fiware-coaches] Relationship Coaches and Main Help Desk
Hi Silvio,
I’ve improved the description:
[cid:image001.png at 01D0DB6A.61AB58A0]
http://backlog.fiware.org/guide/helpdesk.html#relationship-with-main-help-desk
Thanks!!
Manuel
From: Silvio Cretti [mailto:silvio.cretti at create-net.org]
Sent: jueves, 20 de agosto de 2015 16:15
To: MANUEL ESCRICHE VICENTE
Cc: fiware-coaches at lists.fi-ware.org<mailto:fiware-coaches at lists.fi-ware.org>
Subject: Re: [Fiware-coaches] Relationship Coaches and Main Help Desk
Hi Manuel,
no problem at all from my side. It was just to avoid an overhead on the main help desk and to speed up things. But from now on, I will do as you proposed.
Just a question: when you talk about "redirect" in the manual, are you referring to "cloning" or "sending an email to the list"?
Thanks again,
silvio
On Thu, Aug 20, 2015 at 3:56 PM, MANUEL ESCRICHE VICENTE <manuel.escrichevicente at telefonica.com<mailto:manuel.escrichevicente at telefonica.com>> wrote:
Hi Silvio,
It seems to me you are using the procedure you followed in XIFI, cloning the issues to the Nodes’ trackers.
In FIWARE, the procedure is as explained. The Nodes Support Team’s attend the main help desk.
I insist in talking.
I’m not aware whether doing it the XIFI way has any benefit for XIFI. If not, I would appreciate doing it the FIWARE way!!!
Kind regards,
Manuel
From: Silvio Cretti [mailto:silvio.cretti at create-net.org<mailto:silvio.cretti at create-net.org>]
Sent: jueves, 20 de agosto de 2015 15:42
To: MANUEL ESCRICHE VICENTE
Cc: fiware-coaches at lists.fi-ware.org<mailto:fiware-coaches at lists.fi-ware.org>
Subject: Re: [Fiware-coaches] Relationship Coaches and Main Help Desk
Thanks Manuel,
but then can I continue to clone the ticket and assign it to the nodes, avoiding to pass through the main help desk ml, or not?
Thanks in advance,
silvio
On Thu, Aug 20, 2015 at 3:34 PM, MANUEL ESCRICHE VICENTE <manuel.escrichevicente at telefonica.com<mailto:manuel.escrichevicente at telefonica.com>> wrote:
Hi Silvio,
There’s an historical reason for it.
When the coaches help desk was created doing it meant bringing all XIFI notes to another help desk. I wasn’t entitled to take such a decision.
Now that XIFI is almost over, I think we could improve the flow: in fact there’s a proposal, which I will explain to the management board.
I see two direct approaches:
1 – Make the Coaches help desk, a full help desk, which means nodes will also be able to answer the issues there.
2 – Whenever an issue for the enablers or nodes arrives, simply move it to the main help desk.
Kind regards,
Manuel
From: Silvio Cretti [mailto:silvio.cretti at create-net.org<mailto:silvio.cretti at create-net.org>]
Sent: jueves, 20 de agosto de 2015 15:22
To: MANUEL ESCRICHE VICENTE
Cc: fiware-coaches at lists.fi-ware.org<mailto:fiware-coaches at lists.fi-ware.org>
Subject: Re: [Fiware-coaches] Relationship Coaches and Main Help Desk
Hi Manuel,
thanks for this but why we need to pass through the main help desk list? At the moment I am just cloning the ticket and assigning it to the node. This helps to speed up things avoiding an overhead for the moderators of the help desk list. Am I wrong?
Thanks in advance,
silvio
On Thu, Aug 20, 2015 at 3:11 PM, MANUEL ESCRICHE VICENTE <manuel.escrichevicente at telefonica.com<mailto:manuel.escrichevicente at telefonica.com>> wrote:
Dear Coaches,
Upon a question from Sergio (Thanks!!!) on how to react when a help request is received for certain cases which the coach himself need to rely on Nodes Support (LAB channel) or GE owners (TECH channel), I’ve added a paragraph in the backlog guide to clarify it.
http://backlog.fiware.org/guide/helpdesk.html#relationship-with-main-help-desk
If it weren’t still clear, please, let me know.
Kind regards,
Manuel
----------------------------
Manuel Escriche Vicente
Agile Project Manager/Leader
FI-WARE Initiative
Telefónica Digital
Parque Tecnológico
C/ Abraham Zacuto, 10
47151 - Boecillo
Valladolid - Spain
Tfno: +34.91.312.99.72<tel:%2B34.91.312.99.72>
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http://www.tid.es<http://www.tid.es/>
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