New tickets must be taken, classified, prioritized and assigned to his/her final responsible as soon as possible (1 working day) |
Owned tickets have to be replied asap. (1 wd) |
Open tickets must be regularly attended. (5 wd) |
SPAM tickets or tests should be "deleted". |
All tickets assigned to core services need to be tracked by 1st level support team |
All tickets assigned to other infrastructure services should be reviewed weekly, but the final responsible is the infrastructure in charge of the service and EOSC-hub helpdesk team will only check the status and give advice if required. |