GGUS:Ticket monitoring
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GGUS ticket monitoring
GGUS ticket monitoring and follow up after July 1st 2012.
Rules
- Rules will be generated from the ideas below.
Ideas
- Implement a dashboard for easier triage of (critical) tickets
- Submit tickets against "Operations" SU listing untouched tickets of a dedicated SU
- Technology Tickets: in case the ETA (Estimated Time of Availability) is set the ticket monitoring team will not act on the ticket before the ETA date.
Closing old tickets
Old tickets are tickets opened before July 1st 2012. (XX and YY needs to be defined below!)
- 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.
- Check whether ticket is related to another ticket in any bug tracker
- Check ticket in bug tracker if possible -> sometimes access impossible
- Compare "planned release date" in bug tracker with UMD repository
Monitoring new tickets
New tickets are tickets opened before July 1st 2012.
Middleware tickets
- Escalation time
- 4 weeks untouched
- Escalation steps
- first add comment to ticket
- create new ticket with management information referencing ticket in question and assign it to
- EMI SU in case of EMI middleware problems
- ?? in case of IGE middleware problems
- ?? in case of SAGA middleware problems
- Escalation time
Operations Tickets
- Escalation time
- 2 weeks untouched
- Escalation steps
- first add comment to ticket
- create new ticket with management information referencing ticket in question and assign it to
- NGI in case of site problems
- EGI Operations in case of other problems
- Escalation time
- Tickets for other Infrastructures
- Tickets waiting for user reply will be closed after 5 working days.
Handling of ticket escalation level 2
- Tickets can be escalated by the submitter. (already implemented)
Double Tickets
- Users can duplicate a Savannah ticket into one or more GGUS tickets by answering savannah mails
- The GGUS ticket can be closed immediately, if savannah status is: "Use GGUS: No" and the answer of the user is in Savannah too.
- example https://ggus.eu/ws/ticket_info.php?ticket=85287