[Fiware-lab] Tickets assigned to Berlin helpdesk

[Bochow, Bernd]

Hi Uwe,

Sorry I didn’t know.

Why isn’t this handled by Jira – isn’t that the purpose of a ticketing system?

Some of the tickets have been handed over (since they address multiple nodes) and may not include the mail address of the originator (Only marked as forwarded from “External User” - I need to check if this applies to our tickets).

I am also not sure about the workflow: I understand that only the ticket originator should mark the ticket as “resolved”.
I understand now that we can also close the ticket and that the ticket originator may than reopen it.
I also had in mind that the changes and comments are by agreement visible for the ticket originator.

Do we follow the D5.3 description?

Best Regards, Bernd

============
Bernd Bochow
Next Generation Network Infrastructures
Fraunhofer Institute for Open Communication Systems (FOKUS)
Kaiserin-Augusta-Allee 31, D-10589 Berlin
e-mail: bernd.bochow at fokus.fraunhofer.de, bernd.bochow at ieee.org
phone:  +49 30 3463-7238
fax:    +49 30 3463-997238

From: Uwe Herzog <herzog at eurescom.eu<mailto:herzog at eurescom.eu>>
Date: Thursday 12 February 2015 12:22
To: xifi-support <xifi-support at fokus.fraunhofer.de<mailto:xifi-support at fokus.fraunhofer.de>>
Cc: "fiware-lab at lists.fi-ware.org<mailto:fiware-lab at lists.fi-ware.org>" <fiware-lab at lists.fi-ware.org<mailto:fiware-lab at lists.fi-ware.org>>
Subject: Tickets assigned to Berlin helpdesk

Dear Berlin node helpdesk,

I noticed in some of the tickets assigned to you that you apparently have entered your answers to users only as a comment in the ticket (e.g. HELP-1892 <http://jira.fi-ware.org/browse/HELP-1892> , HELP-1947 <http://jira.fi-ware.org/browse/HELP-1947> etc.). Please be aware that external users can normally not see these comments and you should in addition answer by sending an email to the user. Maybe you have done that and I simply cannot see this. Could you please clarify to us?

In addition, please don’t forget to finally close the tickets when you think that there will be no follow up action. Otherwise the ticket will remain in status “Answered” suggesting that the issue is not closed yet.

Best regards,
Uwe
Uwe Herzog
Programme Manager
EURESCOM
Heidelberg, Germany
Phone:  + 49 6221 989 132
http://www.eurescom.eu<http://www.eurescom.eu/>



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