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Please notify us on telegram. That is a really good place to notify us about any outage or any software misbehaving!
If an outage is showing in http://status.openmrs.org/ , we've been already notified.
We do have some monitoring, but sometimes we don't realise there's a problem.
https://help.openmrs.org/ is the way!
To get JIRA access you need to request on https://help.openmrs.org/ .
We aim to answer all tickets in less than 48h, but remember we are all volunteers.
If your ticket is taking longer than that, there's a huge chance we are firefighting something and couldn't yet get to your ticket.
I kindly ask you to not ignore our answers. When we ask for more information please don't ignore it. Tickets without answers will be closed off due to inactivity.
Check How to deploy a new application to our infrastructure . Make sure to raise a ticket in ITSM JIRA project.
Please raise a ITSM ticket in JIRA.
Take a look in https://wiki.openmrs.org/display/ISM/IT+Services+Provided .
We do not have knowledge or even resources to help you with your OpenMRS installation, please use talk for that.
Add it to group and category 'IT service management'.
We don't usually assign cases to ourselves, but rather let whoever is online at the time to follow up the tickets.
More details in https://talk.openmrs.org/t/best-communication-medium-between-helpdesk-managers-and-infrastructure-team/100261
If it's not urgent, a topic in https://talk.openmrs.org/c/community/infra will be seen.
Feel free to ask us about how things are working, too!
Use security at openmrs.org email please.
Check service tier in IT Services Provided
Resolution or Workaround
The most used and relevant services for the community. A large portion of the active community would consider 1h long outage during business time a bad experience, and would prevent them doing their work. These are the most critical systems that affect most of our community, most of the time.
These services can be down quite possibly for a couple of hours before it actually blocks someone.
Similar to Tier 2, but a smaller percentage of the community would be affected.
Either affects a very small percentage of the community, or accessed/used much less frequently.