## page was renamed from Arbitrations/Training/Lession03
= Arbitration / Training =
The Training Course for Case Managers and Arbitrators

[[Arbitrations/Training|Training Home]] / [[Arbitrations/Training/Lesson02|back]]

== Lesson  3 -  Workflow of Dispute / Arbitration Emails ==

|||| Support                             |||| Arbitration Team                                        ||
|| Triage      || Support Engineers (SE) || Case Managers                || Arbitrators               ||
|| <<MailTo(support AT cacert DOT org)>> ||                        ||                              ||                           ||
||             || <<MailTo(cacert-se AT lists DOT cacert DOT org)>>        ||                              ||                           ||
||             ||                        || <<MailTo(cacert DASH disputes AT lists DOT cacert DOT org)>>        ||                           ||
||             ||                        || <<MailTo(cacert DASH arbitration AT lists DOT cacert DOT org)>>     || <<MailTo(cacert DASH arbitration AT lists DOT cacert DOT org)>>  ||
|| dispute     || dispute                || dispute to arbitration       || arbitration               ||
|| forward     || forward                || pickup (to wiki)             || discussion                ||
||             ||                        || notify to cacert-arbitration ||                           ||


{{attachment:triage-se-arbitration.jpg}}

 * 1. Users sends their disputes to <<MailTo(support AT cacert DOT org)>> with 'Dispute' in the subject
 * 2a. Triage forwards mails to <<MailTo(cacert-se AT lists DOT cacert DOT org)>> and
 * 3. Support Engineers forwards these mails identified as disputes to <<MailTo(cacert-disputes AT lists DOT cacert DOT org)>>
 * 2b. or Triage forwards mails directly to <<MailTo(cacert-disputes AT lists DOT cacert DOT org)>>
 * 3a. Case Manager pick ups new disputes from <<MailTo(cacert-disputes AT lists DOT cacert DOT org)>> and checks if addtl. mails exists in <<MailTo(cacert-disputes AT lists DOT cacert DOT org)>> regarding this case or if another CaseManager already picked up this case and started a notification in <<MailTo(cacert-arbitration AT lists DOT cacert DOT org)>>. The Case Manager checks also the Pending Arbitration Cases if a similar case exists (for merging this case). Otherwise the Case Manager pick ups the case and create a new case at the Wiki page Pending Arbitration Cases. Fills out the new Wiki page and send a notification in <<MailTo(cacert-arbitration AT lists DOT cacert DOT org)>> about creating a new case and now searching for (a Case Manager and) an Arbitrator.
 * 4. Subsequent mailings now include "Arbitration case a200YMMDD.# ..." in the subject line


==== Questions ====

 * What is the difference between Dispute Emails and Arbitration Emails ?

 * To which Email address have users to address their Disputes ?

 * From where have Case Managers to pickup new disputes ?


[[Arbitrations/Training/Lesson04|next]]

=== Review ===

BernhardFröhlich: I was quite irritated by the table and the graphics, but the text below ist (IMHO) crystal clear. I'll try to build an alternative diagramm...

----
 . CategoryArbitration
 . CategoryArbitrationsTraining