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/
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