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Quick InfoOur Support Team
🇬🇧 Send your requests for support to it-support@econgood.org. ECOnGOOD Portal🇬🇧 Go to our ECOnGOOD Portal to find links to all of our IT services. ECOnGOOD Account🇬🇧 You will need an ECOnGOOD Account to use our IT services. Sign up here. Tutorials (access requires login!)Membership administration (SmartWe) Ticket system and Project Management (Jira) Unsere Visioneine gemeinwohl-fördernde IT-Unterstützung für die GWÖ-Bewegung gemäß unseren Werten Unsere Missioneuch, den Aktiven in der Bewegung,
Es ist ganz einfach ...dein Anliegen an uns Support-Menschen zu übermitteln - schreibe einfach E-Mail an it-support@econgood.org. Diese Mail läuft in unser Task-Management-System JIRA und wird zu einem Ticket, welches dann von uns im Team flexibel bearbeitet werden kann (mehr dazu weiter unten). Du kannst uns helfen, dir zu helfenDamit du deine Lösung schneller und von gut gelaunten Supportern bekommt: Hier in Kurzform die wichtigsten Punkte:
Anleitungen und Lösungen hier im WikiWir dokumentieren für häufige Fragestellungen die Lösung hier im Wiki. Wenn du dir die Struktur des Wiki ein wenig angeeignet hast, kannst du umfangreiche Informationen finden. Selbst wir vom Support-Team recherchieren Problemlösungen häufig in den erstellten Dokumentationen. Du kommst trotz Lesen der Anleitung nicht weiter?Wende dich per E-Mail an it-support@econgood.org
Wie funktioniert das "im Hintergrund"? Alle Anfragen per E-Mail an it-support@econgood.org erzeugen automatisch ein "Ticket" in unserem Aufgaben-Verwaltungs-System (task management system) JIRA. Du kannst dich zwar alternativ auch über das ECG-Portal in JIRA einloggen und das Ticket dort erstellen, die Benutzeroberfläche ist aber gewöhnungsbedürftig.
Alle für Dich wichtigen Ereignisse im Ticket lösen eine E-Mail an Dich aus. Deine Antwort auf eine Rückfrage, die du aus JIRA erhältst, kannst du direkt per E-Mail senden.
Wie kann ich auf JIRA zugreifen?Wenn Du Deine Support-Anfrage mit Deiner Ecogood-E-Mail-Adresse stellst, hast Du mit den Zugangsdaten dieses E-Mail-Kontos auch Zugriff auf JIRA und kannst die Bearbeitung der Anfrage dort verfolgen. Zur Verwendung von Jira lies bitte die Anleitung im Wiki. Solltest Du (vielleicht, weil du noch keinen GWÖ-Account hast), eine Anfrage von einer privaten E-Mail-Adresse schicken, so bekommst Du einen eingeschränkten Zugang zu JIRA und kannst dort ebenfalls Deinen eigenen Fall beobachten. In jedem Fall erhältst Du automatisch eine Benachrichtigung aus Jira mit einem Link zum Protokoll Deines Falls. Ein Beispiel
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Quick InfoOur Support Team
🇬🇧 Send your requests for support to it-support@econgood.org. ECOnGOOD Portal🇬🇧 Go to our ECOnGOOD Portal to find links to all of our IT services. ECOnGOOD Account🇬🇧 You will need an ECOnGOOD Account to use our IT services. Sign up here. Tutorials (access requires login!)Membership administration (SmartWe) Ticket system and Project Management (Jira) A warm welcome to EnG IT Support
We are looking forward to hear from you.
Bernhard Windows, Android
Franco Schwerpunkte im Support: mlmmj mailinglisten, Formidable (WordPress Plugin für Formulare), Mailclient-Einrichtung(Outlook, Thunderbird, Apple Mail, Microsoft Mail, ...) |
Karlotta IT-Support Teamlead |
Marcel Borer For IT GWÖ Switzerland Windows XP/7/11 Android 12/13/14 Mail-Support and ECG Accounts (Switzerland) | ||||||||||||||||||||||||||||||||||||||||||||||
| Ask yourself |
→ If you answered at least one question with YES, please do not hesitate to write a mail to it-support@econgood.org
→ This is not a topic for IT Support but please write it on the agenda of the next monthly IT HUB meeting: IT Hub | |
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→ Please check as well if it is maybe already in our planned activities IT - Dashboard - planned IT activities
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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" "Login" "Fwd: Fwd: [it-hub-support] Mail to account-admin undelivered mail" | |
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| New problem | If you have a new issue please write a new mail to it-support@econgood.org | |
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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 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 ECOnGOOD Account you can login with your credentials on 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@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 example
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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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