Primary contact for solving problems related to MetaCentrum operation is the adress email@example.com.
All comments and suggestions concerning MetaCentrum as well as questions related to technical matters can be sent to the address firstname.lastname@example.org. You can also send there all error messages or problems encountered using MetaCentrum resources, questions regarding particular applications and/or system software if the relevant information can not be found in the documentation, as well as information about abnormal function of installed software.
All new e-mails received at the address email@example.com are recorded in our RT (Request Tracking) system, which creates so called ticket and assigns a number to it.
Creation of a new ticket is announced to the author of the original e-mail and also to all MetaCentrum people responsible for dealing with user requests. The ticket number is in the subject field of all e-mails concerning the ticket, for example
[CESNET #12345]. The ticket number is used for matching e-mails received at firstname.lastname@example.org with their corresponding tickets. So please keep this number in e-mail subjects.
When a ticket is solved, it gets closed. The original author is notified about it by e-mail. Any subsequent reply again opens the closed ticket.