Support Meeting on 10 Nov 2010
Support Handbook Meetings overview
The meeting was held by phone (Thanks to Kees for letting us use his Asterisk)
Attendants
- casa
- JS
- Stefan
- INOPIAE
- Neo@NHNG
Minutes
Team Report for AGM
- Neo: Any volunteers for writing the team report
Silence
- JS points out that Neo is the one with the most experience in it and Team Leader
- Neo will do it but asks for ideas what should go in:
Triage -> SE
- Neo asks INOPIAE whether he would like to become SE
- INOPIAE: yes
- Neo will file dispute for INOPIAE to get ABCed
OTRS Upgrade
- We need to update our OTRS version because there have been some security fixes
- Some major bugs which prevented us from using S/MIME encryption will not be fixed until 3.0.1
- Immediate upgrade to 3.0 is not recommended as there might be security vulnerabilities
Discussed this with Mario: OTRS is installed as debian package so we probably want to wait with an upgrade to 3.X until a) those bugs are fixed or b) debian has an otrs3 package whichever comes first
I've upgraded the otrs2 debian package so now we have all the security patches.
-- MichaelTänzer 2010-11-13 01:33:15
Arbitrations
Neo: All name changes, birthdate changes, assurance revokes etc. should be moved from Triage into SE instead of Disputes so an SE can check whether or not a20100210.2 applies
- Someone: Arbitration cases tend to be much too complex to grasp their essence in a few seconds
=> Create documentation for each Arbitration case that allows for future action that provides simple algorithm to follow
a20100210.2 is not applicable in many cases
Arbitration is drowning => we need more cases that allow Support to follow a general procedure without an Arbitration if certain conditions apply
Misplaced Tickets
Neo: Please be careful where to sort in tickets. Reread docu and report errors if you find them
Team Leader
- Neo: I became Software Assessor and therefore want to give Team Leadership to someone else. I can continue to work as SE though. Any volunteers to take over?
Silence
- JS: I might take over but I need more information (postponed to a private meeting)
Next Meeting?
- Do we want to do this again?
- Yes, about every or every second month
Orga Assurers
- Missing feedback from Orga Assurers. We don't know whether a user request has been handled, we don't even know if they're still active
- Install a liaison so at least the team leader knows what's going on on their mailing list
Ask them to CC support@c.o in their first reply so we know it has been picked up