Have a problem? Let us know.
If you have any problems with OpenMRS community tools, please open a support issue in JIRA at http://go.openmrs.org/helpdesk. If you are able to log in to JIRA, please do so first, so we can better track your issue. Otherwise, please leave some type of contact information so we know who you are and can contact you.
Service level objectives
...
Severity
...
Description of Impact
...
Coverage
How do I contact infra team about urgent requests?
Please notify us on telegram. That is a really good place to notify us about any outage or any software misbehaving!
http://om.rs/infra
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.
How to I ask for for help problems with OpenMRS ID, spammers or any other small thing?
https://help.openmrs.org/ is the way!
How do I get access to issues.openmrs.org or wiki.openmrs.org?
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.
How to request a new service to be deployed?
Check How to deploy a new application to our infrastructure . Make sure to raise a ticket in ITSM JIRA project.
How do I request a change request to our infrastructure?
Please raise a ITSM ticket in JIRA.
What services does infra team take care of?
Take a look in https://openmrs.atlassian.net/wiki/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.
I'm helping assigning tickets in helpdesk, how can I add a ticket to infrastructure queue?
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
How can I start discussions about infrastructure?
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!
How can I notify about security problems in infrastructure?
Use security at openmrs.org email please.
Service level objectives
Check service tier in IT Services Provided
| Tier | Response Time | Resolution or Workaround |
|---|
Severity 1
Production application down or major malfunction causing productivity loss resulting in majority of users unable to perform their normal tasks.
Tier 1 | 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. | 1 hour | 4 hours |
Tier 2 |
Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions.
These services can be down quite possibly for a couple of hours before it actually blocks someone. | 4 hours | 8 hours |
Tier 3 |
Moderate loss of application functionality or performance resulting in multiple users impacted in their normal tasks.
Business hours (US)
Similar to Tier 2, but a smaller percentage of the community would be affected. | 8 hours | 24 hours |
Tier 4 |
Minor loss of application functionality.
Business hours (US)
24 hours
Either affects a very small percentage of the community, or accessed/used much less frequently. | 24 hours | 7 days |