BalticGrid Ticketing Policy

1. Tickets are opened by users, site admins and central admins in case problems are noticed or feature or info requests are made.
2. There are two options for opening new tickets:
1. sending an e-mail to support@balticgrid.org
2. logging into the https://support.balticgrid.org/ RT system and creating the ticket there
   

1. Ticket watching is a rotating obligation for all the participating sites
2. Ticket watch is usually one week per partner site
3. The person(s) assigned to the ticket watch monitors the support e-mails and if a ticket is opened takes the appropriate action:
1. If a ticket is related to a concrete site, then the ticket is assigned to that site queue
2. If a ticket is opened against a central service, then the ticket will be assigned to the site maintaining the central service
3. If a ticket is related generally to middleware it is set to being open and either the ticket watcher tries to answer himself/herself or he/she assigns the ticket to a person who is the likeliest to be able to answer the question
   
4. Anyone who manages a ticket must be polite and provide reasonable answers based on the know how of the person opening the ticket (e.g. if the person is an ordinary user one must not assume knowledge of internals of gLite and should explain the procedures more thoroughly)

1. Tickets shall be closed only when the person opening the ticket has agreed that a solution has been provided or that nothing further can be done at that point in time (also if a possible solution is supposed to be possible in N months one should not keep the ticket open for that time)
2. If a ticket has not received any updates from either party for more than 1 week the ticket watcher writes a notification in the ticket asking the current status.
3. If no answer is provided by the support person within 2 working days, then the support person should be contacted by other means (phone, IM, etc)
4. If the previous attempt to contact the support person does not yield results in 2 attempts the ticket should be escalated to SA1 management
5. If there is no answer from the user, then a second notification shall be written 1 week after the first that if no answer will be received in 1 weeks time, then the ticket shall be closed.
6. If indeed 1 more week passes without an update or feedback from the opening person, the ticket can be closed.
   

In any situation that arises during the support tasks that is not covered here, the support personnel shall act in the best interests of the user or if in doubt contact the SA1 management.