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Title | EduGAIN Global incident handling/support framework |
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Description | 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;
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. |
Proposer | Terry 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's | Heath Marks (AAF), Romain Wartel |
Title | Federated Error Handling |
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Description | Develop 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. |
Proposer | Tom Scavo |
Resource requirements | Profiling the use of errorURL in IdP metadata (if that is indeed a recommended approach) would be relatively easy |
+1's |
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