Access and roles

Access the EGI Helpdesk service

Users can access the EGI Helpdesk service GGUS with an existing EGI Check-in account.

When you access the service for the first time, you are automatically assigned a role with minimal privileges by default: in such a situation you can only create user tickets and can’t access tickets created by other users.

In order to create your first ticket, please use the green “+” button in the lower left part of your screen.

Access to the previous EGI Helpdesk

The previous EGI Helpdesk is still available in read-only mode for historical reasons: users can access to the tickets that were closed before the migration to the new helpdesk. Either an X509 personal certificate or a federated identity are required for the access.

Roles management

Roles in GGUS define the permissions and capabilities each user has when interacting with tickets. Proper role assignment ensures that users have access to the appropriate tools and information they need for their specific tasks.

Note: Currently the roles are managed within GGUS; we are planning to move the roles management to EGI Check-in.

How to check your roles

You can check your assigned role by following these steps (not available for users with the default role):

1. Click on your User Logo in the lower left corner of the screen.
2. Navigate to Profile and select Roles.

Role Hierarchy and Capabilities

Standard Roles

• User
  • Default role assigned upon registration.
  • Permissions:
    • Basic ticket submission interface (only group and site fields are available).
    • Ticket submission only to TPM and NGIs.
    • Visibility of only your own tickets.
• GGUS User
  • Users who need read-only access to others’ tickets, but with limited editing rights.
  • Permissions:
    • Enhanced ticket submission interface (category, ticket area, priority, affected vo, notified groups).
    • Ticket submission to TPM, NGIs, Second Level and Other Infrastructures.
    • Read-only access to all tickets.
    • (in development) Limited access to personal information such as names and email addresses.
• Common
  • Supporters who manage and update tickets throughout the system.
  • Permissions:
    • Full read and write access to all tickets.

Roles with Specific Capabilities

These roles provide additional capabilities beyond the standard roles and are assigned based on specific needs. The prerequisite for obtaining any of these roles is having at least the Common role, which is usually sufficient for most users.

• GGUS Expert
  • Advanced supporters who can submit tickets to the Third Level and Product Teams.
• VO
  • Indicator of Membership in the Virtual Organization (VO).
  • Enables VO specific features such as overviews and ticket areas.
• VO_team
  • Permissions:
    • Ability to submit Team tickets on behalf of a VO.
  • Use Case: Users representing teams and submitting team-related tickets.
• TPM (Ticket Process Manager)
  • Permissions:
    • Additional section in the Overview showing tickets submitted to the TPM.
  • Use Case: Users who are involved in the First Level Support activity.
• Alarm
  • Permissions:
    • Ability to create Alarm tickets.
  • Use Case: Users who need to notify WLCG Tier-0 and Tier-1 administrators about serious problems of the site at any time, independent from usual office hours.
• Multisites
  • Permissions:
    • Ability to create tickets to many sites in one go.
  • Use Case: EGI and WLCG Operations to conduct middleware related campaigns.
• Mini-Admins
  • Permissions:
    • Ability to grant particular roles, e.g. VO role to other users
  • Use Case: Management of VO users in the helpdesk

Contact

If you have any issues with roles or general questions regarding the helpdesk, please submit a ticket to the group “Second Level › Services › EGI Services and Service Components › Helpdesk (GGUS)” (start typing “ggus” in the group field for quick access).