[Fiware-webui] Tickets in the FIWARE help mailing lists

[MANUEL ESCRICHE VICENTE]

Hi Philipp, Hi all,

Let me step in.
Let me emphasize that help-desk level 1 first assign the issues to the corresponding GE owners or chapter leader/architect, if we aren't able to identify who. Then, upon receiving this first notification, you react.
You don't need to constantly monitor the fiware-tech-help or fiware-lab-help lists.

There's help-desk level 2 who takes care of the different labs: Spain, Berlin, Trento... up to 16 nodes.

Then, there's help-desk level 3, who are the GEI owners.

Kind regards,
Manuel



-----Original Message-----
From: Philipp Slusallek [mailto:philipp.slusallek at dfki.de]
Sent: lunes, 17 de noviembre de 2014 10:59
To: fiware-webui at lists.fi-ware.org
Cc: MANUEL ESCRICHE VICENTE
Subject: Tickets in the FIWARE help mailing lists

Hi,

There has been some misunderstanding regarding the handling of incoming emails through the several help mailing lists of FIWARE. In the beginning they where centrally assigned to chapters through Manuel (and maybe others).

This has changed a while ago: The new rule is that anyone on these lists monitors them for issues that affect WebUI. If its a small and quick question, we should just answer it and close the ticket.

If ts a bug report or something that takes longer to take care of we should clone the ticket to a new WebUI ticket that is then the main effort of work. If this completely takes care of the issue, we should write a meaningful response to the sender (in a comment to the ticket).

Regarding closing cloned issues I suggest the following: Its important to make sure the original ticket is closed eventually. Either through the cloning operation itself (if the response to the user is considered final, e.g. with a comment like "will be fixed in the next release").

For other cases where further interaction with the user is expected/needed, one has to make sure that the original ticket gets finally closed once our clone is closed. This is easily forgotten and so we should take care of this (this is one reason why I do not think that the cloning is the best option, but that is the current practice).

I will monitor the help lists, but any help in that is always appreciated (but please always add a comment, when you handle something, so I do not do it again).


Best,

        Philipp
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