Hi
I just thought I would clarify the point
JC: Do we agree that if after 3 days the user did not respond then we
close the ticket. Yes
What I referred to was slide 8 of the presentation where it says:
" If a solution to a ticket appears to have been delivered for more than
three working days with no activity on the ticket and the ticket is not
at status=Solved, then the Helpdesk should contact the Agent to ask them
to progress the ticket, or grant the Helpdesk permission to close the
ticket."
So, not a blanket closure on tickets apparently solved for more than 3
days, but a definitive process can be initiated after 3 days which may
lead to the closure of the ticket.
Also, my initials are PS not Fs :-)
Thanks
Philippa
-----Original Message-----
From: Testbed Support for GridPP member institutes
[mailto:[log in to unmask]] On Behalf Of Olivier van der Aa
Sent: 28 June 2007 12:07
To: [log in to unmask]
Subject: minutes of the UKI deployment & operations monthly meeting
The minutes are attached at http://indico.cern.ch/
conferenceDisplay.py?confId=17879
Regards, Olivier.
--
- O. van der Aa - Imperial College London -
- LT2 Technical Coordinator -
- tel: +442071005426, +442075947810 -
- http://tinyrul.com/2c58b6 -
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