[Fiware-lab] Tickets assigned to Berlin helpdesk

[Uwe Herzog]

Hi Bernd,

I agree that a ticketing system should be more automatic, but unfortunately the Jira system does not support automated responses to users, so they have to be manual. In order to enable everyone in the helpdesk to follow up on each' ticket's progress, the content of the email that you sent to the user should be inserted as a comment in the ticket.

Usually you should find the email address of the external user in the ticket, at least I noticed that since a few weeks the sender email gets automatically inserted in each ticket. In case you cannot find out the email address just ask the person in L1-Helpdesk that assigned the ticket to you (or send the request to fiware-lab at lists.fi-ware.org<mailto:fiware-lab at lists.fi-ware.org> which is the L1 helpdesk team).

Regarding the workflow, the responsibility is always with the person to whom the ticket is currently assigned. The last person in the chain who finally answered the ticket should also close it. I don't think we addressed that in this level of detail in D5.3 section 6 on developer support - so there is room for improvement in our documentation.

Best regards,
Uwe


From: Bochow, Bernd [mailto:bernd.bochow at fokus.fraunhofer.de]
Sent: 12 February 2015 12:34
To: Uwe Herzog; xifi-support
Cc: fiware-lab at lists.fi-ware.org
Subject: Re: Tickets assigned to Berlin helpdesk

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<mailto:bernd.bochow at fokus.fraunhofer.de>, bernd.bochow at ieee.org<mailto: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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