PROC26
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Title | Verify helpdesk Support Units are working and perform a periodic review of them |
Document link | https://wiki.egi.eu/wiki/PROC26 |
Last modified | 0.1 |
Policy Group Acronym | OMB |
Policy Group Name | Operations Management Board |
Contact Group | operations at egi.eu |
Document Status | DRAFT |
Approved Date | |
Procedure Statement | |
Owner | Owner of procedure |
Overview
The document describes the process for verifying that the supporters teams are still able to follow-up the GGUS tickets assigned to their Support Unit. Moreover it is defined a criteria for decommissioning the SUs that don't work any more.
Definitions
Please refer to the EGI Glossary for the definitions of the terms used in this procedure.
The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119.
Entities involved in the procedure
- GGUS monitoring group, who perform the ticket monitoring
- EGI Foundation Operations team, who oversight the infrastructure