[Fiware-lab] [Xifi-psnc] [FI-WARE-JIRA] Uwe Herzog shared "HELP-3232: [Fiware-lab-help] FI-Lab Assistance" with you

[Uwe Herzog]

Hi Jacek,

there is no direct Jira support for that. 

The only way to respond to the user by email and at the same time to have this recorded in the ticket is to reply to the original support request email that the user has sent. However, all these emails are only received by the people active in Level-1 helpdesk and not by the nodes (in order to avoid spamming the nodes with requests not relevant to the node) - so you do not have this email.

The only way for nodes is to 
- interact with developers by email and 
- to record the email exchange in the ticket manually as a comment, so that the progress can be traced. 

This is not optimal but currently the only option that Jira supports.

Best regards, 
Uwe 
 


-----Original Message-----
From: Jacek Kochan [mailto:jacek.kochan at man.poznan.pl] 
Sent: 11 June 2015 11:57
To: Uwe Herzog; xifi-psnc at lists.man.poznan.pl
Cc: 'Federico Michele Facca'; alfonso.pietropaolo at eng.it; 'Aristi Galani'
Subject: RE: [Xifi-psnc] [FI-WARE-JIRA] Uwe Herzog shared "HELP-3232: [Fiware-lab-help] FI-Lab Assistance" with you

Hi Uwe
Actually I asked how to do that using jira, because if I send email from my
email address, it will be not included in history of ticket

--
Jacek Kochan
Systems Administrator
Poznan Supercomputing & Networking Center
+48 693 918 133

> -----Original Message-----
> From: Uwe Herzog [mailto:herzog at eurescom.eu]
> Sent: Thursday, June 11, 2015 11:55 AM
> To: 'Jacek Kochan'; xifi-psnc at lists.man.poznan.pl
> Cc: 'Federico Michele Facca'; alfonso.pietropaolo at eng.it; Aristi Galani
> (agalani at unipi.gr)
> Subject: RE: [Xifi-psnc] [FI-WARE-JIRA] Uwe Herzog shared "HELP-3232:
> [Fiware-lab-help] FI-Lab Assistance" with you
> 
> Hi Jacek,
> 
> Please send the answer to this request (Help-3232) to
> milos.vranic at panonit.com
> 
> In general you should always be able to find the email address of the user
to
> which you should reply in the ticket.
> L1 Helpdesk always adds it in the ticket exactly to enable the nodes to
reply
> to developers by email.
> 
> Best regards,
> Uwe
> 
> 
> 
> -----Original Message-----
> From: Jacek Kochan [mailto:jacek.kochan at man.poznan.pl]
> Sent: 11 June 2015 11:18
> To: Uwe Herzog; xifi-psnc at lists.man.poznan.pl
> Subject: RE: [Xifi-psnc] [FI-WARE-JIRA] Uwe Herzog shared "HELP-3232:
> [Fiware-lab-help] FI-Lab Assistance" with you
> 
> Only comment. How the email should be sent?
> 
> --
> Jacek Kochan
> Systems Administrator
> Poznan Supercomputing & Networking Center
> +48 693 918 133
> 
> > -----Original Message-----
> > From: XIFI-PSNC [mailto:xifi-psnc-bounces at lists.man.poznan.pl] On Behalf
> > Of Uwe Herzog (JIRA)
> > Sent: Thursday, June 11, 2015 10:38 AM
> > To: xifi-psnc at lists.man.poznan.pl
> > Subject: [Xifi-psnc] [FI-WARE-JIRA] Uwe Herzog shared "HELP-3232:
> [Fiware-
> > lab-help] FI-Lab Assistance" with you
> >
> >     Uwe Herzog shared an issue with you
> >     ----------------------------------
> >
> >     Hi Poznan Helpdesk, same question: Have you sent a reply to the user
> (by
> > email) or did you just entered your reply as a comment? Please check. BR
> > Uwe
> >
> > > [Fiware-lab-help] FI-Lab Assistance
> > > -----------------------------------
> > >
> > >                 Key: HELP-3232
> > >                 URL: https://jira.fiware.org/browse/HELP-3232
> > >             Project: Help-Desk
> > >          Issue Type: extRequest
> > >          Components: FIWARE-LAB-HELP
> > >            Reporter: FW External User
> > >            Assignee: Poznan Node Helpdesk
> > >
> > > I reported a problem a few weeks ago that we are missing a floatingIP
> > > for our community account and we still haven't received any updates on
> > > the problem. We were assigned the poznan region, and one of the
> > > accounts is registered to this email address.
> > > ---
> > > This email has been checked for viruses by Avast antivirus software.
> > > https://www.avast.com/antivirus
> > > _______________________________________________
> > > Fiware-lab-help mailing list
> > > Fiware-lab-help at lists.fi-ware.org
> > > https://lists.fi-ware.org/listinfo/fiware-lab-help
> > > [Created via e-mail received from: Milos Vranic
> > > <milos.vranic at panonit.com>]
> >
> >      Also shared with
> >           aristi
> >
> >
> >
> > --
> > This message was sent by Atlassian JIRA
> > (v6.4.1#64016)
> > _______________________________________________
> > XIFI-PSNC mailing list
> > XIFI-PSNC at lists.man.poznan.pl
> > https://lists.man.poznan.pl/mailman/listinfo/xifi-psnc