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TitleEduGAIN Global incident handling/support framework

As national federations continue to join eduGAIN the problem of supporting users across federation boundaries will increase. When a user has an issue attempting to access services provided in another federation how it will be resolved in this global federation of federations. Issues the end user may experience include;

  • Understanding where the cause of the problem is;
  • Language barriers;
  • Service providers unaware that their services is available in other federations;
  • Services providers unwilling to provide support to users in other federations;
  • Global scale and time zone difference challenges

The development of a global incident handling/support framework. This framework would build on each federation’s user support strategies and seek ongoing support of the framework from federation through a memorandum of understanding.

ProposerTerry Smith (AAF) and Sat Mandri (Tuakiri)
Resource requirements

1) Development of a service oriented approach eduGAIN Global Support Framework to provide seamless user experience, including:

i. Capability to log support request from anywhere (eduGAIN Support Zendesk)

ii. Incident Management process for National Federation on eduGAIN

iii. Incident Management process for Service Providers (Institutional, National, and International SPs)

2) A program of work to ingest (1) above into all national federations participating in eduGAIN.

Development and documentation of the framework Marketing of the framework and buy in for federations

Risk and Issues

eduGAIN to publish a register for participating members to log and manage Risk and Issues

+1'sHeath Marks (AAF), Romain Wartel
TitleFederated Error Handling
DescriptionDevelop a systematic approach to error handling at the Service Provider, especially in the common case where there are no (or too few) user attributes in the SAML response. One approach that has been suggested (but is by no means the only approach) is to leverage the Error Handling URL (errorURL) in IdP metadata so that end users are directed to an appropriate service point (e.g., help desk, IdM support, etc.). A possible outcome of this work item might be a profile of the errorURL in IdP metadata and a strategy for increasing its usage worldwide.
ProposerTom Scavo
Resource requirementsProfiling the use of errorURL in IdP metadata (if that is indeed a recommended approach) would be relatively easy