Hi,
> A large fraction of the time (getting larger every month), the user simply
> *does not know* where the problem is. We got a mail yesterday from a user
> here who said "i can't put a file on the storage element". no indication of
> what command used, *which* storage element, manually or from within a job,
> etc. Then it doesn't help to let the user specify the problem site ... this
> is why it should not be mandatory to specify one.
this is a problem we also have. Most of the time users just seem to say
"it doesn't work" and expect that to be sufficient.
I think that tickets should have fields to fill in or the users should be
trained to send well formed questions that would increase their chances to
receive an answer and perhaps even an helpful one ;)
cheers
alessandra
--
********************************************
* Dr Alessandra Forti *
* Technical Coordinator - NorthGrid Tier2 *
* http://www.hep.man.ac.uk/u/aforti *
********************************************
|