## page was renamed from Arbitrations/Training/Lesson04 = Arbitration / Training = The Training Course for Case Managers and Arbitrators [[Arbitrations/Training|Training Home]] / [[Arbitrations/Training/Lesson03|back]] == Lesson 4 - Creating a new Arbitration case == /!\ State: Jan 16th 2010 * A new ticketing system (OTRS) has been deployed. * This means changes in the pickup of new cases from the OTRS disputes channel * Please keep yourself informed ==== Request an Account on OTRS ==== * As Case Manager / Arbitrator, you have to request an OTRS account * Send your request to the Support Team Leader or OTRS Admin (Mario) ==== Pickup of Dispute filings from Ticketing System ==== * Open issue.cacert.org * connect with your account * check the disputes channel * open one case in the zoom view * check if additional notes from Support are in the ticket history * if there exists additional notes, open all additional notes * add these additional mailings/notes/comments to the mail that you are forwarding to the cacert-disputes mailing list * open each additional note * copy * paste into the forward under '''Addtl. Note from within OTRS''' * switch next state to '''Open''' (for adding later the arbitration case number!) * forward to: <> * the case will continue to be open from within OTRS after mail is sent * continue with the work by 'Pickup new cases from cacert-disputes mailing list' ==== Pickup new cases from cacert-disputes mailing list ==== * as of Jan 16th 2010, the OTRS ticketing system is still active and dispute filings going only through the disputes channel of OTRS, so this needs additional handling by the Case Managers before (see above) 1. One from the Case Managers / Arbitration team picks up new disputes from <> 2. check in <> if additional mails exists regarding this case 3. check in <> if another CaseManager already picked up this case and started a notification. 4. Special Checks /!\ a. /!\ On cases based on misuse of certificates, pickup this case ASAP /!\ There might be Delete my Account cases in the SE's ticket queue awaiting processing (on hold, current processing) following the precedent case [[Arbitrations/a20111128.3|a20111128.3 ]]. Send an email to (Support), (Support should check if there is a pending delete account case regarding the given username and email address, (Support) should stop this special Delete my Account request and should report back the initial informations: Certs states, delete my account ticket#. Please escalate this case to an Arbitrator for review. a. Check also the [[Arbitrations|Pending Arbitration Cases]] Wiki page if a similar case exists (for merging this case). 5. If nothing prevents from above steps in creating a new case you have to pick up the case and create a new case at the Wiki page [[Arbitrations|Pending Arbitration Cases]]. 6. Check last entries on this page, if a case was created this day before. If yes, increment the number of the day, that starts at 1. 7. Create the new case through the bottom field by using the default schema: aYYYYMMDD.# from the original case dispute filing date 8. Fill out the new Wiki page (see also [[Arbitrations/Training/Lesson05|Lesson05]] - Editing the initial Wiki page for new arbitrations). Please use only shortened names (First name and first letter of last name) here! 9. Create a private part of the case containing the full names, email addresses and initial mailing from the template. 10. send a notification mail in <> and the Claimants and probably Respondents email address (as notification to the Claimant, that the case has been picked up by the Arbitration system), that you have created a new case and now searching for (a Case Manager and) an Arbitrator. * Template Notification mail to <> by forwarding the original dispute filing mail ---- {{{ To: cacert-arbitration@lists.cacert.org CC: [, (optional)], Subject: Arbitration case - "Dispute filing text" ------------------------------------------------------------------------------------------ Dear Case Managers, Arbitrators, a new dispute filing has been received Arbitration case https://wiki.cacert.org/Arbitrations/ The search for a Case Manager and Arbitrator is still open }}} ---- * If you're interested and wants to take care as Case Manager or Arbitrator about this case, you can remove the CM or A part in this mail and add a note to this mail, that you'll take care about this case as CM or A. * Then you have also to modify the Wiki page at the newly created page. ==== Sent Notification to (C) / (R) ==== * As new cases tends to be delayed until a CM writes the initial mailing, you can write notification to the dispute filing parties: Claimant and Respondent * Template for notification mail to (C) and (R) {{{ To: , Re: New Arbitration case a20######.# - "short complaint text" (as in Wiki overview) ------------------------------------------------------------------------------------- Hi , Hi , The dispute filing has been received, the Arbitration case number is: a20######.# You can find the current state of this arbitration case at: https://wiki.cacert.org/Arbitrations/a20######.# The search for a Case Manager and Arbitrator is still open. Given the current backlog of arbitration cases, this might take some time. If you consider your case as urgent please notify me so I can try to prioritize your case. As the next step a Case Manager or Arbitrator will contact you with a initial mailing as soon he gets appointed to this case. }}} ==== Update Ticket in OTRS ==== * select the '''close''' of the ticket number * add the arbitration case number link as comment -> h''''''ttps://wiki.cacert.org/Arbitrations/ * next state: '''Close''' (is automatically selected) * push '''send''' to close the ticket ==== Questions ==== * What is the difference between Dispute Emails and Arbitration Emails ? * To which Email address have users to address their Disputes ? * From where have Case Managers to pickup new disputes ? [[Arbitrations/Training/Lesson05|next]] === Review === BernhardFröhlich: Tried to initiate a case following the instructions here and it worked OK. If I find some time I'll try a few clarifications. ---- . CategoryArbitration . CategoryArbitrationsTraining