Hi,
There was a discussion about access to the RAL Tier1 helpdesk at this morning's Operations Team meeting. I'm sorry I was not in the meeting at that point.
The helpdesk URL (https://helpdesk.gridpp.rl.ac.uk/) was moved behind the firewall back in July of this year. The helpdesk runs and old version of Request Tracker which is based on Perl. We do have work in progress to update it to a recent version - however I felt that it could pose a security risk by leaving it exposed. From the fact a discussion took place this change was clearly not communicated widely enough.
Like others we receive(and handle) most of our external tickets via GGUS. The RT system is used almost entirely for our own internal tickets. There are a very small number of queries that do come in directly via the RT system (via the [log in to unmask] e-mail address). Replies to these tickets do generate an e-mail response to the requestor.
If anyone (from outside RAL) does need access to the web interface to see the tickets please can you contact me? We can then review the priority of updating this service and the merits of (re-)opening it up for wider access.
Gareth Smith.
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