Testbed Support for GridPP member institutes said:
> One way is to funnel all the queries and answers through some central
> place so that the trends of problems and the knowledge contained in the
> answers can be captured for posterity in FAQs etc. This can be used to
> train other support people. While they might never become a Steve, they
> can relieve the load.
Unfortunately, a lot of problems are so technical that FAQs have a limited
use. Usually even the experts don't know the answer, they just have various
strategies to find one. In principle we can train more experts, but they
probably aren't the kind of people who would be happy just doing user
support.
What we really need are error messages that actually diagnose the
problems, but we're a long way from that, indeed we're going backwards - I
spent a lot of time trying to get the edg-rm errors improved, and now it's
all been undone in the lcg-* replacements which give the same error message
for virtually everything.
Stephen
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