= Support Meeting MiniTOP-St. Augustin 21 Aug 2010 =

[[Support/Handbook|Support Handbook]] [[Support/Team/Meetings|Meetings overview]]

== Attendees ==
 * Joost Steijlen
 * Wolfgang Kasulke
 * Dominik George (starting as SE end of August)
 * Ulrich Schroeter (initiated the MiniTOP after discussions with Ian, taking minutes)

== Minutes ==
At FrOSCon St.Augustin, 2010-08-21
https://wiki.cacert.org/events/FrOSCon2010
we held a Support MiniTOP at lunchtime.

Ulrich asked around "when you've looked into
the Support queue the last time?"

Joost "2-3 days ago"

Wolfgang is working on his private backlog after a break.

It was mentioned, that Michael also was not very active
the last time (Michael is currently on vacation).

Joost: there are currently only 2-3 cases with state "open"
  most last linked to Michael.
  One case blocks Joost from continue ... x1)
  One Super-Assurer oldtimer made an Assurance and
  asked Support to add this Assurance to his account, as
  he can no longer add the Assurance, as he has not passed
  the Assurer challenge and he has no time to go through the
  Assurer challenge. x2)

Uli: from my experience on the disputes queue, I still see
     cases pending ... also if nobody picked these case up.
     Probably it relates to the timeout that is set on cases
     if nobody picks them up.
(some discussion on this topic)

Solutions ?
Wolfgang: private busy, will return next little by little
          there are many short cases

Uli: Does prioritize helps ?
Joost, Wolfgang: prioritize isn't needed
Dominik: has queue permissions
         Webconsole access needs to be added

Uli: How long is the current queue ?
Joost: approx 40 
       we need recruitment x3)

Uli: before Assurance-MiniTOP-20090517,
     https://svn.cacert.org/CAcert/Assurance/Minutes/20090517MiniTOP.html
     Dirk, Sebastian and me - we had some discussion about Support on the
     travel from Frankfurt to Munich. 
     The conclusion was:
     CAcert needs a Support with 1st level and 2nd level Support
     Support team needs to be build up to 10 people

     Today we have the 2 levels: Triage and Support Engineers
     But we have currently only 5 SE's
      Michael, Werner, Joost, Wolfgang and probably upcoming Dominik
     If one is on vacation, one is sick and 2 are busy and one is
     on training, we have no SE left doing Support ....

     1. So one plan is starting with recruitment asap x3)
     2. Wolfgang and Joost checking the queue and pick up
        cases little by little


x1) Joost gets mental blocked by one case.
    As Wolfgang wasn't available, Michael started vacation tour,
    Joost got frustrated.
    After the meeting I've talked with Wolfgang presenting him
    an example: Arbitration had a break from March till June.
    After Ted started picking up one case, other Arbitrators
    followed. So triggering the wheel by picking up a few
    cases, will probably also helps Joost block to fade away.
    Also to pick up the case Joost is blocking. Give the user
    a related answer, so this case will disappear.

x2) on rethinking this case in role of Arbitrator,
    this is probably a case for a dispute filing

x3) Recruitment started at booth after the MiniTOP




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