Difference between revisions of "GGUS:Ticket monitoring"
Jump to navigation
Jump to search
(Created page with "{{GGUS-header|GGUS ticket monitoring}} GGUS ticket monitoring and follow up after July 1st 2012. == Rules == * Rules will be generated from the ideas below. == Ideas == === C...") |
|||
Line 14: | Line 14: | ||
*##TPM will contact the SU about the ticket. | *##TPM will contact the SU about the ticket. | ||
*## if not, the ticket will be closed. The user can verify or reopen the ticket afterwards. | *## if not, the ticket will be closed. The user can verify or reopen the ticket afterwards. | ||
=== Monitoring new tickets === | |||
* Middleware tickets | |||
*# Escalation time | |||
*# Escalation steps | |||
* Operations Tickets | |||
*# Escalation time | |||
*# Escalation steps | |||
* Tickets for other Infrastructures |
Revision as of 09:31, 17 July 2012
GGUS wiki / GGUS Documentation
GGUS ticket monitoring
GGUS ticket monitoring and follow up after July 1st 2012.
Rules
- Rules will be generated from the ideas below.
Ideas
Closing old tickets
- A ticket opened before July 1st 2012 and being untouched for XX days.
- will be put in status "waiting for reply" to see, if the ticket opener still needs help.
- when the ticket opener replies in YY days:
- TPM will contact the SU about the ticket.
- if not, the ticket will be closed. The user can verify or reopen the ticket afterwards.
Monitoring new tickets
- Middleware tickets
- Escalation time
- Escalation steps
- Operations Tickets
- Escalation time
- Escalation steps
- Tickets for other Infrastructures