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soft:server-apps-issues

Issues application

This application implements an Issue tracking system providing a better support service experience to registered users.

Tickets

Attributes

  • ID
  • Subject
  • Content
  • Priority
  • Status
  • Created by
  • Creation Date
  • Last Modification Date
  • CC mails

Owner

Staff member that takes the ticket and becomes responsible of solving the issue.

Creator

Testbed user that reports the issue.

States

  • New: Issue has not had initial review yet.
  • Open: Work on this issue has begun.
  • Resolved: Issue has been fixed.
  • Rejected: This was not a valid issue report (duplicate, invalid…).

Tracker

Class for storing if a user has unread tickets (there are changes after the last time he has view the ticket).

Attributes

  • ID
  • state: READ, UNREAD
  • autogenerated: stores an automatically created tracer (e.g. for ticket owner, ticket creator…) or a manually created (e.g. other user interested on the ticket)

Queues

  • Portal
  • Nodes
  • Legal
  • Administration
  • Community Networks
  • Other

Messages

A ticket related Message can have different types of visibility:

  1. internal for the testbed operation staff
  2. public for all RG researchers
  3. private between user and staff

Settings

  • ISSUES_SUPPORT_EMAILS operators emails in charge of issues management (by example there are notified when a new issue is reported).
soft/server-apps-issues.txt · Last modified: 2014/03/26 17:53 by santiago