I was puzzled by this. I always assumed that everyone could change assingments. When did this change?
Doesn't one self register as a supporter? I did but that was a long time ago.
John
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-----Original Message-----
From: Christopher J.Walker
Sent: Dec 02, 2011 12:40 PM
To: [log in to unmask]
Subject: Re: Reassign wrongly assigned tickets
On 02/12/11 12:35, Jeremy Coles 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!
Perhaps the solution is that all UK admins should be given that ability.
Chris
>
> 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/
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