For 1st level supporters, steps to manage a ticket

Classification

Use the following fields :

1. Ticket category:
   1. incident
   2. service request
   3. problem
2. Type of issue:
1. EOSC-hub
   1. helpdesk service
   2. information required
   3. Marketplace
   4. Other support units
2. Other infrastructures
   1. EGI service
   2. EUDAT service

Ticket Priority

General

The Ticket priority indicates the level of priority for a ticket in the TTS system. The priority field in the ticket is a numeric value, and the level of priorities are defined as :

• Low priority
• Medium priority
• High priority
• Top priority

Triage of tickets

The 1st level support team will have to triage all the incidents and requests. The 2 main questions that the team would have to answer is how many users are affected and if the ticket has a security risk. As our users do not have a tiering system, all tickets start at low priority. IF more than 5 users are affected a medium priority can be assigned. If the problem of the ticket affects more than 50 users a High priority should be assigned. If the incident affects and degrades a service a Top priority must be applied. If the incident has a trivial security risk a level more in priority should be applied. If the incident has an imminent security risk a Top Priority must be assigned immediately.

Analysis and assignation, escalation of the request,  and resolution.

The request is analyzed by the first level support team and depending on the request/incident, the ticket is escalated or managed directly by the 1st level support team. 

If the request is managed by 1st level support, the steps to manage the request/incident are :

1.  responsible who will manage the ticket has to take the ticket (it will move the owner of the ticket to him/her); 
2. the new owner needs to answer the user with any questions related to his/her query or directly with the answer to his/her questions.
3. The owner needs to keep track of the answer of the user
4. If the answer from the user is satisfactory, then the ticket has to be resolved, if not, go back to step 1 and re-analyze the request to decide if escalate or manage it from the 1st level.

    If the request is escalated to another infrastructure, the request needs to be managed from their own ticketing system (RT in case of EUDAT or GGUS in case of EGI), for this ticket the 1st level support will only check periodically the progress of the ticket, but the final responsible and who will need to fulfill their own SLA’s is the final infrastructure (EUDAT, EGI, or any other infrastructure included in the EOSC-hub helpdesk).