## 20160615 AK
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 [[Support/Handbook/CZ|česky]] | '''english'''
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= Support / Training =

== A Becoming Support Member ==

General Information

Roles in support [[Support/Team|Support Team]]

[[Support/Training|Training]]


== B Tasks of Triage ==
[[Support/Triage|Triage]]

[[Support/Handbook/OTRS|How OTRS is used]]

[[Support/Handbook/OrgA|Organisation Assurance]]

[[Support/Handbook/NewPointsCalculation|New Points Calculation (Thawte Points revokation)]]

== C Tasks of SE ==
[[Support/SE| SE - Support Engineer]]

<<Anchor(PrecedenceCases)>>
[[Arbitrations/Training/Lesson12|Precedent cases]]
  * [[Support/Handbook/PrecedentCases/a20110119.1|Name change or removal of middle names and suffixes by request of user following the PoN ]] ''New part for removing suffix''
  * [[Support/Handbook/PrecedentCases/a20100210.2|Revoke assurance within short timespan]]
  * [[Support/Handbook/PrecedentCases/a20110330.1|Name Change after Marriage w/ Assurance]]
  * [[Support/PasswordRecoverywithAssurance|Password recovery with Assurance]]
  * [[Support/Handbook/PrecedentCases/a20111128.3|Delete Accounts with no Assurances and all certificates expired]]
  * [[Support/Handbook/PrecedentCases/a20120126.1| Please add my full middlename to my account]]
  * [[Support/Handbook/PrecedentCases/a20110213.1| Correction first/last-name swap (french problem)]]
  * [[Support/Handbook/PrecedentCases/a20101025.1| Removing post from a CAcert mailing list]]
  * [[Support/Handbook/PrecedentCases/a20111204.3| Minor account data differences]]
  * '''''new''''' [[Support/Handbook/PrecedentCases/a20140713.1| Delete Account with last assurance older 7 years]]

'''''NB''''' For the precedent cases '''Password recovery with Assurance''', '''Revoke assurance within short timespan''', '''Removal of middle name''' and '''Removing post from a CAcert mailing list''' the ticket number need to be entered after finishing a request.

[[Arbitrations/Training/Lesson20/DeleteAccountProcSEv2|Delete account procedure]]

[[Support/SE/PasswordRecovery|Password recovery]]

[[Support/Handbook/OrgA|Organisation Assurance]]

[[Support/Handbook/NewPointsCalculation|New Points Calculation (Thawte Points revocation)]]

[[Support/Handbook/CCAviolation|CCA violation during support process]]

[[Support/Handbook/AccountInformation|Information about an account]]

== D Tasks of Support Team Leader ==
[[Brain/Support/TeamLeader|Team Leader]]

== E Technical information ==

== F Support Team internal ==

[[Support/Team/Meetings|Team meetings]]

[[Support/priv/Internal|Internal (only for Support team member, Private Part)]]


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 . CategorySupport