Dear All
I've been testing a few things with Chris but need to reassign the test ticket we are using to a site where the sysadmin definitely has a default role in GGUS. If you know you have a default setup and can help please let me know and I'll reassign the test ticket to your site to check a few things.
Many thanks,
Jeremy
On 2 Dec 2011, at 13:12, J Coles wrote:
> Hi John
>
> I have kept him aware of it and will send this latest part of the thread.
>
> Jeremy
>
>
> On 2 Dec 2011, at 13:08, John Gordon wrote:
>
>> Tickets in assigned state with noone else assiged just. Ngiuk su should appear on the helpdesks list. Can someone please send this conversation to John Kewley?
>> ***Sent via RoadSync® for Android™
>>
>> -----Original Message-----
>> From: Daniela Bauer
>> Sent: Dec 02, 2011 12:40 PM
>> To: [log in to unmask]
>> Subject: Re: Reassign wrongly assigned tickets
>>
>>
>>
>>
>> Can you really not change the 'assign to specific person' field ? I've
>> had a support role forever I can't tell how tickets look like without
>> one.
>>
>> There is no way even with a support role to explicitly reassign a
>> ticket back to the NGI helpdesk.
>>
>> Daniela
>>
>> On 2 December 2011 12:35, Jeremy Coles <[log in to unmask]> wrote:
>>> Isn't the point that people are unable to reassign tickets themselves? I think you need a support role in GGUS or the NGI to do it. If everyone can reassign then I do not see what the problem is in reassigning it back to the NGI!
>>>
>>> Jeremy
>>>
>>>
>>> On 2 Dec 2011, at 12:29, Daniela Bauer wrote:
>>>
>>>> Alternatively you could use
>>>> https://www.gridpp.ac.uk/deployment/support/index.html
>>>>
>>>> (which is what the UKI helpdesk uses) and take a stab at reassigning
>>>> this yourself.
>>>>
>>>> No need to be shy ....
>>>>
>>>> Cheers,
>>>> Daniela
>>>>
>>>> On 2 December 2011 11:43, Jeremy Coles <[log in to unmask]> wrote:
>>>>> Hi Daniela/All
>>>>>
>>>>> I did ask GGUS via John K and the response is that the GGUS developers do not see the need for such a feature.
>>>>>
>>>>> "People with support privileges in GGUS can assign tickets back to TPM or any other support unit.
>>>>> I don't see any need for such a feature."
>>>>>
>>>>> We can either try to persuade them or try to work with one of the alternatives being suggested (which we will
>>>>> have to do for now anyway).
>>>>>
>>>>> The best steps for now would seem to be:
>>>>>
>>>>> A1) Indicate in the ticket that it has been incorrectly assigned
>>>>> A2) Revert ticket status to 'Assigned'
>>>>> A3) Email john.kewley at stfc.ac.uk informing him of the ticket. Or we can create a list of people with supporter rights who can reassign the ticket and send the message to that list.
>>>>>
>>>>> or
>>>>>
>>>>> B1) If the ticket is not for the UK then assign it back to TPM.
>>>>>
>>>>> The advantage of B even for UK incorrect assignments is that others outside the UK would also lobby for a new 'incorrectly assigned' feature/option, but it would be slower than A.
>>>>>
>>>>> Jeremy
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>
>>>>> On 2 Dec 2011, at 10:40, Daniela Bauer wrote:
>>>>>
>>>>>>> I also happen to not like the helpdesk setting status to "in progress".
>>>>>> +1 'in progress' should be used by the site to acknowledge that
>>>>>> they've seen the ticket.
>>>>>>
>>>>>> You could ask GGUS for an 'incorrect assigned ticket' feature.
>>>>>>
>>>>>> Daniela
>>>>>>
>>>>>>
>>>>>>> Chris
>>>>>>>
>>>>>>>
>>>>>>>>
>>>>>>>> Sent from my phone.
>>>>>>>>
>>>>>>>> -----Original Message-----
>>>>>>>> From: Stephen Burke <[log in to unmask]>
>>>>>>>> Sent: 01 December 2011 19:10
>>>>>>>> To: [log in to unmask] <[log in to unmask]>
>>>>>>>> Subject: Re: Reassign wrongly assigned tickets
>>>>>>>>
>>>>>>>>
>>>>>>>> Testbed Support for GridPP member institutes
>>>>>>>>> [mailto:[log in to unmask]] On Behalf Of Chris Brew said:
>>>>>>>>> Thanks, but is there no process for me to do it? It happens
>>>>>>>>> every now and
>>>>>>>>> again and it would be good for us to be able to reassign it back.
>>>>>>>>
>>>>>>>> You could assign it to the TPM and then assign it back to the UK, that might get it treated like a new ticket ...
>>>>>>>>
>>>>>>>> Stephen
>>>>>>
>>>>>>
>>>>>>
>>>>>> --
>>>>>> -----------------------------------------------------------
>>>>>> [log in to unmask]
>>>>>> HEP Group/Physics Dep
>>>>>> Imperial College
>>>>>> Tel: +44-(0)20-75947810
>>>>>> http://www.hep.ph.ic.ac.uk/~dbauer/
>>>>
>>>>
>>>>
>>>> --
>>>> -----------------------------------------------------------
>>>> [log in to unmask]
>>>> HEP Group/Physics Dep
>>>> Imperial College
>>>> Tel: +44-(0)20-75947810
>>>> http://www.hep.ph.ic.ac.uk/~dbauer/
>>
>>
>>
>> --
>> -----------------------------------------------------------
>> [log in to unmask]
>> HEP Group/Physics Dep
>> Imperial College
>> Tel: +44-(0)20-75947810
>> http://www.hep.ph.ic.ac.uk/~dbauer/
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