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Read this through and learn the basics of using OTRS for eScience Support

1. Where to log in?
   https://tts.geant.net/otrs/index.pl?
2. What is on the Dashboard?
   On the Dashboard you see all the non-closed tickets.
   1. Escalated tickets - in this OTRS instance there is an auto-escalation policy that will bump tickets up to "escalated" level after a certain period. The time you have left until escalation is in the column "First Response Time". This counts down - yes that is slightly misleading
   2. New tickets - tickets in new state, for example the ones that were created from an email to support@edugain.org
   3. Open Tickets - tickets in progress. "Update Time" is similar to First Response Time - the time left until escalation
   4. Ticket queue overview - statistics about how we stand with non-closed tickets. Watch this because tickets neither "open" nor "new" (e.g. pending, etc.) do not show anywhere else on the dashboard.
   5. Upcoming events - a useful section time left until escalation and reminders
   Summary: dashboard shows you only the tickets that OTRS thinks need your immediate attention and hides all else. Good for checking regularly, not-so-good for catching up. See this figure
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3. In case of new ticket
   1. Since there is no auto-response set up right now, write a quick response.
      
      1. Click on the TT# of the ticket
      2. Use the reply button to reply. With new tickets the reply button should be available. In general, the availability of the "reply" & "reply all" and other action buttons (close, pending, etc) depends on ownership and locking. You can make yourself owner in the "people" menu
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      3. as you start to reply, the ticket is locked by you.
      4. write your reply
      5. choose a next ticket state wisely:
         1. open tickets show up on the dashboard, and mean that we have work to do with them
         2. information required means ball is back to the user. These only show up in the numbers in the summary but not listed on the dashboard.
         3. pending auto close will close the ticket after a certain amount of time. Not listed on the dashboard
         4. pending reminder: does not show on the dashboard, will become active at the datetime set
         5. validation, amendment, responded: we need to decide the semantics of those
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