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xGUS - a helpdesk template

The Global Grid User Support portal (GGUS) is the central helpdesk system for EGI. It is currently interfaced with 16 regional or national helpdesk systems.

The xGUS helpdesk template has been developed for NGIs and user communities who want to build up an own user support infrastructure. It contains all basic helpdesk functionalities including user administration and certificate access. xGUS is hosted and maintained at the Karlsruhe Institute of Technology (KIT) in Germany. Portal administrators from the client NGI or user community can customize the portal to their specific needs. Via web, they can edit, add and delete the support units, variables which are used for the classification of tickets like ‘Type of problem’, ‘VO’ etc. and the hyperlinks to related web pages displayed on the portal.