A warm welcome to EnG IT Support
We are looking forward to hear from you.  Image Modified
Bernhard
Bauer-Ewert Windows, Android
Account-Einrichtung, Mailinglisten-Einrichtung, Support Datacloud, Wiki, Mailinglisten
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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, ...)
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Karlotta
Ahrens IT-Support Teamlead |
Lukas
Czarny Invented IT-Werkzeugkasten |  Image Modified
Marcel Borer For IT GWÖ Switzerland Windows XP/7/11 Android 12/13/14 Mail-Support and ECG Accounts (Switzerland) |
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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 Missionto 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.: | Ask yourself | → 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.
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| 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
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| Example for a good message | To be improved |
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| 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 |
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| 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.
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| 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! |
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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 ECOnGOOD Account you can login with your credentials onj iraon jira.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. One ecampleexample
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| title | Ein Beispiel-Protokoll einer Support-Anfrage ausklappen |
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| This is how a ticket looks in JIRA: 
You can add new content in the comment area. Or you add a comment to the mail notification you got from jira: 
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