IT Support - what is the purpose of ECG IT services?

A warm welcome to EnG IT Support

We are looking forward to hear from you.

Bernhard
Bauer-Ewert

Windows, Android
Account-Einrichtung, Mailinglisten-Einrichtung, Support Datacloud, Wiki, Mailinglisten

Franco
Pezzolla

Betriebssysteme Windows10/11, Apple MacOS/IOS
Schwerpunkte im Support: mlmmj mailinglisten, Formidable (WordPress Plugin für Formulare), Mailclient-Einrichtung (Outlook, Thunderbird, Apple Mail, Microsoft Mail, ...)

Karlotta
Ahrens

IT-Support Teamlead

Lukas
Czarny

Invented IT-Werkzeugkasten

Marcel Borer

For IT GWÖ Switzerland

Windows XP/7/11

Android 12/13/14

Mail-Support and ECG Accounts (Switzerland)

our mail adress: it-support@econgood.org

If you write a mail please keep in mind to only send one mail per topic and not mix them up in one mail. That makes our life much easier.

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).

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.:

	Example for a good message	To be improved
Ask yourself	Is it really a topic for IT Support? Problems with a tool (Login or Usability) I have questions about the functionality for one tool I found a bug → If you answered at least one question with YES, please do not hesitate to write a mail to it-support@econgood.org Or is it a wish? I wish for a new functionality or tool We should replace a tool → This is not a topic for IT Support but please write it on the agenda of the next monthly IT HUB meeting: IT Hub monthly meetings - 2024 → Please check as well if it is maybe already in our planned activities IT - Dashboard - planned IT activities Did you already search here in the Wiki ? We did a lot of effort to collect a lot of information, answers and instructions.
Write your mail	To it-support@econgood.org and do not take individual mail adresses of IT Support in cc to avoid misunderstandings and double workOf course you can putt people in cc you think they should read the answer as well. Subject Tool - short description of your problem (datacloud - login problem) Text: Please avoid to put a special person in your salutation, this might delay our answer write a detailed and short description Tool / URL What did you do What did you expect What happened instead Helpful: Screenshots & Link
	Subject: "New account request for max mueller" or: "Problem with login as editor on the german website" or: "Question about Undelivered Mail - error 504"	Subject: "Account" → What is the problem with the account? Is there one? "Login" → Which tool? You forgot your password?... "Fwd: Fwd: [it-hub-support] Mail to account-admin undelivered mail" → Please delete and replace the subject even if you want to send us a undelivered mail to ask for the reason
Help us to support you	Please do not send a further mail because you want to add more information or you want to ask about the status of your ticket For additional information and questions about your existing ticket: answer to the notification from Jira that your ticket was created with ticket number in the subject Support-1234 or send a new mail but put the ticke tnumber in the subject or answer any other mail notification from Jira regarding this ticket number with the ticket number as subject → The ticket number garuantees that all messages regarding this one topic get collected in one ticket that was already created.
New problem	If you have a new issue please write a new mail to it-support@econgood.org Wwe love to take care for it!

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.

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