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Section 3: Support Office

Incident Management

SMT -

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workload details

The volume of opened and handled SMT tickets decreased slightly in February compared to the month before, but not significantly.  The peak of requests in January and February 2023 is due to the large number of renew/issuing of PKI Certificates as the deadline to renew PKI certificates from T-Systems to CommisSign was the 31/01/2023. In February is stable compared to the previous months. In April 2024, there were a lot of questions from users on Docker, Domibus migration, the FS plugin usage, Docker versions available for Domibus, AS4 connectivity test requests, conformance tests, requests to participate in the June 2024 Interoperability forum, feedback from AS4 conformant solutions companies (logos or product names to be updated on the Digital website), etc.

Email

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interaction

For eDelivery, received mails were related to:

• Requests for AS4 connectivity test with SHAOKE (Chinese logistics company), EverysiteGyptis
• eDelivery conformance tests: ongoing tests on new platform for OpenTunnel, OpenText and Harmony successfully passed the tests (OpenText on the ‘old’ platform, Harmony on the ‘new’ GITB) and their solution was published on the AS4 conformant solution page on Digital website.Answers for the “Public Consultations on eDelivery AS4 profile 2.0 and eDelivery SMP profile 2.0”SMP conformance testing on Minder for SierraLima6 (UK) Limited ongoing, AS4 conformance testing on GITB platform for Nsoftware
• Questions from users: request to have the cost and self-assessment tools, Domibus (WS plugin and ‘markAsDownloaded’ attribute, Domibus upgrade from 5.1. 1 upgrade issues with JMS plugin, Domibus to 5.1.2 and active MQ Broker, WS plugin behaviour, Docker questions, 1, Docker container image for Domibus 5.1.2 and case sensitivity in ListPendingMessages, Domibus migration to 5.0.6 (EUCEG), certificate and elliptic curve, multitenancy and FS plugin, question on certificate and keys), SML/SMP (SMP/SMK certificate update/renewal, question on adding and deleting participants, intermittent lookup issue on SML due to a DNSSEC configuration  error (SNET investigation ongoing)), PKI certificates (UDBCiXP, EUCEG, DECIDEUDB, CixPEUDAMED, PCNEPREL), TAPAS (ICS2 connectivity test assistance requests (re-directed to the National service desks), onboarding request forwarded to National Helpdesk), followup of issues raised to Oracle support)
• There was a total of 744 780 emails in the FMB. We have removed 59 61 emails for SML Inconsistency, 16 73 alerts, 120 14 xmatters and 9 28 emails from PKI CommisSign from the count, which makes a total of 540 610 received mails for the reporting month.

PKI

Image RemovedImage Added

In February April 2024, 5 16 certificates were issued: 1 ECDB, 1 PCN, 2 DECIDE (European Council), 1 UDB2 OOTS, 2 IRI, 4 EUCEG,1 UDB, 4 EUDAMED, 2 CiXP and 1 DECIDE.

Operations Management

SML –

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availability

The achieved availability for SML1 was within the target for the month of FebruaryApril.