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A warm welcome to EnG IT Support

We are looking forward to

hear from you.

Our Vision

• to offer IT support for the ECG movement that promotes the common good in accordance with our values

Our Mission

to give you, the active people in the movement,

• the best possible tools
• the best possible support in using them

It's easy ...

To send your request to us: simply write an email to it-

support@econgood.org

This mail runs in our task management system JIRA and becomes a ticket, which can then be processed by us supporters (more on this below).

Find known issues in the ticker

perhaps you find an announcement concerning a current issue via  my.ecogood.org!

Thus you might save us some work by getting the needed information there!

You may help us to help you

Help us to support you best

To get faster to your answer and hopefully a solution we would like to ask you to invest some minutes to create a clear and understanable request.:

Here are the most important points in brief:

• Address only to it-support@ecogood.org
  • Addressing IT peoply additionally in CC will cause extra work (due to parallel processing)
    (Setting your own people in CC is fine, they will
• Write a meaningful subject
  (Titles as "Please help me urgent" or "I have various Problems" are not helpful for us)
• Clear problem description - ask yourself these questions:
  • What have I done?
  • What result would I have expected?
  • What happened instead?
• Helpful: Screenshots (a picture is worth a thousand words - so you will save time explaining the issue)
• Helpful: Links - this is the quickest way to find the right place

If you have a request or additional info to this topic, make sure to add id to this ticket by just answering

• your own sent mail
  or
• a notification mail from JIRA

If you send a new email about the same problem, an additional ticket will becreated and someone will start over or have additional effort to merge the topics.

Find more details on this in the following sections.

Instructions and solutions here in the wiki

We try and document solutions for the most common problems. Once you are reasonably familiar with the structure of the wiki (it's not always easy!), you will probably find what you are looking for.

Still getting stuck despite reading the instructions?

Contact us via email it-support@ecogood.org

We ask you to note the following (so that it remains easy for us all):

Good example

Not helpful

Choose a short but clear title (subject)

"New account creation for Max Müller"

"Login problems as editor on the website"

Instructions and solutions in wiki

We try our best to documentate and write the slutions and explanations for the most common questions here in the wiki. Often you are not the first one asking yourself this question, so please have a look as we put a lot of effort to write these detailed instructions.

You cannot find the answer in the wiki

Just write a mail to it-support@econgood.org see the how-to above  

Please, even if you know one person from IT Support better than others, do not write to this special person but a general mail to it-support@econgood.org. Like that we can answer you faster and in abscence of this person.

How does it work in the background?

All mails to  it-support@econgood.org create a  "Ticket" in our task management system JIRA. You could even login there as well and create a ticket without writing an email in the tool. It just might take a bit longer if you never used Jira before.

This task management has some advantages

• we have a great overview over all incoming issues and who is working on which issue
• You have a great overview over all comments and the history about your issue

The important steps of the process of your issue will trigger a notification to the senders mail adress and keeps you informed.
Like that you can not miss any answeres or requests about your issue.

You answer or comment you can send directly as answer to that mail notification and it will land as a comment in the Jira ticket. Please do not edit the subject (or at least leave the ticket number as it is!).

How can I login to jira?

If you have an EnC Account you can login with your credentials onj ira.econgood.org and you will see an overview over all your issue history. Read more about Jira here in the wiki.

If you sent a request from another "external" mail adress (without @econgood.org) you will have restricted permissions but you will be able to see the comments and process as well.

Anyway you get the mail notifications from jira.

• steps to reproduce
• current behaviour
• expected behaviour

One mail: " Establishment of regional group xy "
One mail: " Application GWÖ account for abc "
One mail: " Application GWÖ account for def "
One mail: " Application GWÖ account for ghi "
One mail: " Set up mailing list "

Just a mail with all these topics from the left column together.

We can not work through the topics individually, which that can lead to significant delays.

 If you would like to contact a specific person from support, please write to the central support address anyway so that someone else from the team can give you prompt assistance in the event of absence or overload.

How does it work "in the background"?

All inquiries by email to it-support@ecogood.org automatically generate a "ticket" in our task management system JIRA . Alternatively, you can log into JIRA via the ECG portal and create the ticket there, but the user interface takes getting used to.
The task management system has the advantages that

• we can flexibly process inquiries in the team and
• As a questioner, you can follow the processing

All events in the ticket that are important to you trigger an email to you .
You will be automatically informed when your problem has been solved or when there is a question.

You can send your answer to a question you have received from JIRA directly by email.

If the subject of your email contains the ID of the ticket ( SUPPORT-123 ), then this email will also be included in the log (in the JIRA case).
Otherwise a new case will be created and the matter will be confusing.

How can I access JIRA?

If you submit your support request with your Ecogood e-mail address, you will also have access to JIRA with the access data of this e-mail account and you can follow the processing of the request there. To use Jira, please read the  instructions  in the wiki.

If you send a request from a private e-mail address (perhaps because you do not yet have an ECG account ), you will have  limited access  to JIRA and can also observe your own case there.

In any case, you will automatically receive a notification from Jira with a link to the log of your case.

One ecample