Difference between revisions of "FAQ GGUS-Waiting-For-PT-Process"

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= Introduction =
 
= Introduction =
 
After discussions in the [https://indico.egi.eu/indico/conferenceDisplay.py?confId=1265 GGUS-AB] and the [https://indico.egi.eu/indico/categoryDisplay.py?categId=1235 OMB] members agreed on implementing a work flow for closing tickets waiting for Product Team (PT) input under specific circumstances. This work flow should help informing the ticket submitter on he could expect a solution for his problem in a reasonable time and avoiding GGUS tickets pending for a very long time. This work flow consists of 4 steps to be processed:
 
After discussions in the [https://indico.egi.eu/indico/conferenceDisplay.py?confId=1265 GGUS-AB] and the [https://indico.egi.eu/indico/categoryDisplay.py?categId=1235 OMB] members agreed on implementing a work flow for closing tickets waiting for Product Team (PT) input under specific circumstances. This work flow should help informing the ticket submitter on he could expect a solution for his problem in a reasonable time and avoiding GGUS tickets pending for a very long time. This work flow consists of 4 steps to be processed:
# set ticket status "in progress"
+
# respond to a ticket by setting ticket status "in progress"
 
# decide on accepting or rejecting the ticket as bug and provide an ETA (estimated time of availability)
 
# decide on accepting or rejecting the ticket as bug and provide an ETA (estimated time of availability)
 
# implement the bug fix or patch
 
# implement the bug fix or patch
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All reminder dates are calculated as working days excluding Saturdays and Sundays. National and public holidays are not considered in the calculation.
 
All reminder dates are calculated as working days excluding Saturdays and Sundays. National and public holidays are not considered in the calculation.
 +
 +
== Implicit reject ==
 +
If any step of the ticket processing described in the work flow chapter is not followed this will be taken as an '''implicit reject''' of the ticket. This means the ticket monitoring team will set the ticket status "unsolved" and give a meaningful explanation to the submitter why the ticket was closed. The submitter has 10 working days for re-opening the ticket in case he does not agree with setting the ticket to "unsolved".
  
 
= Work flow =
 
= Work flow =
  
 
== Respond to a ticket ==
 
== Respond to a ticket ==
After a ticket gets assigned to a PT by DMSU the PT should set the ticket status "in progress". Setting status "in progress" indicates the PT has noticed the ticket ([[FAQ_Report_Generator_(GGUS)#Response_time | response time]]).  
+
After a ticket gets assigned to a PT by DMSU the PT should set the ticket status "in progress". Setting status "in progress" indicates the PT has noticed the ticket ([[FAQ_Report_Generator_(GGUS)#Response_time | response time]]). Adding a comment can not be recognized as response as users are not explicitly mapped to support units in GGUS. Hence responding to a ticket is strongly related to setting the ticket status to "in progress".<br>
In case the status is still "assigned" 5 working days after assigning the ticket to the PT the system will send a 1st reminder to the PT and add the ticket to the [https://ggus.eu/pages/monitor.php ticket monitoring dashboard]. After 5 more working days the ticket status is checked again. If it is still "assigned" the system will send a 2nd reminder to the PT. 10 working days later the status is checked again by the ticket monitoring team for any response of the PT. In case of no response the ticket monitoring team will take this as an '''implicit reject''' and set the ticket status "unsolved" giving a meaningful explanation why the ticket was closed.
+
In case the status is still "assigned" 5 working days after assigning the ticket to the PT the system will send a 1st reminder to the PT and add the ticket to the [https://ggus.eu/pages/monitor.php ticket monitoring dashboard]. After 5 more working days the ticket status is checked again. If it is still "assigned" the system will send a 2nd reminder to the PT. 10 working days later the status is checked again by the ticket monitoring team for any response of the PT. In case of no response the ticket monitoring team will take this as an [[#Implicit_reject | implicit reject]].<br>
<br>
 
 
{| cellspacing="0" cellpadding="2" border="1"
 
{| cellspacing="0" cellpadding="2" border="1"
 
|-
 
|-
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* setting ticket status "on hold"
 
* setting ticket status "on hold"
  
3 working days after setting status "in progress" a reminder is sent to the PT if no ETA is specified  and the ticket is added to the monitoring dashboard. After another 5 days without ETA a 2nd reminder will be sent to the PT. 10 working days later the status is checked again by the ticket monitoring team for any response of the PT. In case of no response the ticket monitoring team will take this as an '''implicit reject''' and set the ticket status "unsolved" giving a meaningful explanation why the ticket was closed.
+
3 working days after setting status "in progress" a reminder is sent to the PT if no ETA is specified  and the ticket is added to the monitoring dashboard. After another 5 days without ETA a 2nd reminder will be sent to the PT. 10 working days later the status is checked again by the ticket monitoring team for any response of the PT. In case of no response the ticket monitoring team will take this as an [[#Implicit_reject | implicit reject]].
 
<br>
 
<br>
 
{| cellspacing="0" cellpadding="2" border="1"
 
{| cellspacing="0" cellpadding="2" border="1"
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<br>
 
<br>
 
== Implement bug fix ==
 
== Implement bug fix ==
The bug fix should be available at the end of the ETA at latest. The ETA should be updated if the fix is not available in time. For open tickets with expired ETA the system sends a reminder to the PT and adds the ticket to the monitoring dashboard. 5 working days after the ETA expired a 2nd reminder is sent to the PT. In case of no response the ticket monitoring team will take this as an '''implicit reject''' and set the ticket status "unsolved" giving a meaningful explanation why the ticket was closed 5 working days later.
+
The bug fix should be available at the end of the ETA at latest. The ETA should be updated if the fix is not available in time. For open tickets with expired ETA the system sends a reminder to the PT and adds the ticket to the monitoring dashboard. 5 working days after the ETA expired a 2nd reminder is sent to the PT. In case of no response the ticket monitoring team will take this as an [[#Implicit_reject | implicit reject]].
 
<br>
 
<br>
 
{| cellspacing="0" cellpadding="2" border="1"
 
{| cellspacing="0" cellpadding="2" border="1"
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After providing the bug fix the PT should set the GGUS ticket to "solved".
 
After providing the bug fix the PT should set the GGUS ticket to "solved".
 
<br>
 
<br>
== Summary ==
+
== Differences to former EMI work flows ==
 
The objective of this work flow is avoiding unattended tickets open for months or even years. There is always a human intervention by the ticket monitoring team before closing a ticket. The submitter has 10 working days for re-opening the ticket in case he does not agree with setting the ticket to "unsolved".
 
The objective of this work flow is avoiding unattended tickets open for months or even years. There is always a human intervention by the ticket monitoring team before closing a ticket. The submitter has 10 working days for re-opening the ticket in case he does not agree with setting the ticket to "unsolved".
 
The differences to ticket processing in EMI era are as follows:
 
The differences to ticket processing in EMI era are as follows:
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|-
 
|-
 
! scope="col" | Feature
 
! scope="col" | Feature
! scope="col" | EMI process
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! scope="col" | Current process
! scope="col" | Post-EMI process
+
! scope="col" | Former EMI process
 
|-
 
|-
| Notice ticket
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| Response to tickets
| set status "in progress" required, but no further action if not doing it
+
| status change to "in progress" required. Not changing the ticket status is taken as [[#Implicit_reject | implicit reject]]
| set status "in progress" required. Not changing the ticket status is taken as [[#Notice_ticket | implicit reject]]
+
| status change to "in progress" required, but no further action if not doing it
 
|-
 
|-
 
| ETA
 
| ETA
 +
| required for '''all''' tickets; not providing an ETA is taken as [[#Implicit_reject | implicit reject]]
 
| required for "top priority" and "very urgent" tickets only
 
| required for "top priority" and "very urgent" tickets only
| required for all tickets; not providing an ETA is taken as [[#Accept_ticket_as_bug_or_reject_it | implicit reject]]
 
 
|-
 
|-
 
| Response times
 
| Response times
 +
| Response times per PT depending on the [[FAQ_GGUS-PT-QoS-Levels | level of service]] and ticket priority
 
| Generic response times for all EMI support units depending on ticket priority
 
| Generic response times for all EMI support units depending on ticket priority
| Response times per PT depending on the service level and ticket priority
+
 
 
|-
 
|-
| Missing response
+
| Implicit reject
 +
| Ticket monitoring team requests repsonse from PTs and closes tickets of unresponsive PTs.
 
| Ticket monitoring team reminds support units on missing response. Ticket closing however is only done by the EMI support units.
 
| Ticket monitoring team reminds support units on missing response. Ticket closing however is only done by the EMI support units.
| Ticket monitoring team requests repsonse from PTs and closes tickets of unresponsive PTs.
+
 
 
|-
 
|-
 
|}
 
|}

Revision as of 10:01, 14 June 2013

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GGUS wiki / GGUS Documentation


FAQ GGUS-Waiting-For-Submitter-Process


Introduction

After discussions in the GGUS-AB and the OMB members agreed on implementing a work flow for closing tickets waiting for Product Team (PT) input under specific circumstances. This work flow should help informing the ticket submitter on he could expect a solution for his problem in a reasonable time and avoiding GGUS tickets pending for a very long time. This work flow consists of 4 steps to be processed:

  1. respond to a ticket by setting ticket status "in progress"
  2. decide on accepting or rejecting the ticket as bug and provide an ETA (estimated time of availability)
  3. implement the bug fix or patch
  4. close the GGUS ticket after the bug fix or patch is made available

All reminder dates are calculated as working days excluding Saturdays and Sundays. National and public holidays are not considered in the calculation.

Implicit reject

If any step of the ticket processing described in the work flow chapter is not followed this will be taken as an implicit reject of the ticket. This means the ticket monitoring team will set the ticket status "unsolved" and give a meaningful explanation to the submitter why the ticket was closed. The submitter has 10 working days for re-opening the ticket in case he does not agree with setting the ticket to "unsolved".

Work flow

Respond to a ticket

After a ticket gets assigned to a PT by DMSU the PT should set the ticket status "in progress". Setting status "in progress" indicates the PT has noticed the ticket ( response time). Adding a comment can not be recognized as response as users are not explicitly mapped to support units in GGUS. Hence responding to a ticket is strongly related to setting the ticket status to "in progress".
In case the status is still "assigned" 5 working days after assigning the ticket to the PT the system will send a 1st reminder to the PT and add the ticket to the ticket monitoring dashboard. After 5 more working days the ticket status is checked again. If it is still "assigned" the system will send a 2nd reminder to the PT. 10 working days later the status is checked again by the ticket monitoring team for any response of the PT. In case of no response the ticket monitoring team will take this as an implicit reject.

Step Ticket Status Working Days Work Flow
1 assigned 5 first reminder to PT; adding ticket to monitoring dashboard
1a assigned 5 second reminder to PT
1b assigned 10 monitoring team checks for updates and sets status "unsolved" if none
1c unsolved 10 automatic status change to "closed"


Accept ticket as bug or reject it

Setting the ticket status "in progress" does not mean the ticket is accepted as a bug. The PT can decide rejecting it by setting status "unsolved". The PT accepts the ticket as bug by

  • providing an ETA
  • adding a reference to the PT bug tracker if any
  • setting ticket status "on hold"

3 working days after setting status "in progress" a reminder is sent to the PT if no ETA is specified and the ticket is added to the monitoring dashboard. After another 5 days without ETA a 2nd reminder will be sent to the PT. 10 working days later the status is checked again by the ticket monitoring team for any response of the PT. In case of no response the ticket monitoring team will take this as an implicit reject.

Step Ticket Status Working Days Work Flow
2 in progress 3 first reminder to PT; adding ticket to monitoring dashboard
2a in progress 5 second reminder to PT
2b in progress 10 monitoring team checks for ETA and sets status "unsolved" if none
2c unsolved 10 automatic status change to "closed"


Implement bug fix

The bug fix should be available at the end of the ETA at latest. The ETA should be updated if the fix is not available in time. For open tickets with expired ETA the system sends a reminder to the PT and adds the ticket to the monitoring dashboard. 5 working days after the ETA expired a 2nd reminder is sent to the PT. In case of no response the ticket monitoring team will take this as an implicit reject.

Step Ticket Status Working Days Work Flow
3 on hold ETA first reminder to PT; adding ticket to monitoring dashboard
3a on hold ETA + 5 second reminder to PT
3b on hold ETA + 10 monitoring team checks for updates and sets status "unsolved" if none
3c unsolved 10 automatic status change to "closed"


Close ticket

After providing the bug fix the PT should set the GGUS ticket to "solved".

Differences to former EMI work flows

The objective of this work flow is avoiding unattended tickets open for months or even years. There is always a human intervention by the ticket monitoring team before closing a ticket. The submitter has 10 working days for re-opening the ticket in case he does not agree with setting the ticket to "unsolved". The differences to ticket processing in EMI era are as follows:

Feature Current process Former EMI process
Response to tickets status change to "in progress" required. Not changing the ticket status is taken as implicit reject status change to "in progress" required, but no further action if not doing it
ETA required for all tickets; not providing an ETA is taken as implicit reject required for "top priority" and "very urgent" tickets only
Response times Response times per PT depending on the level of service and ticket priority Generic response times for all EMI support units depending on ticket priority
Implicit reject Ticket monitoring team requests repsonse from PTs and closes tickets of unresponsive PTs. Ticket monitoring team reminds support units on missing response. Ticket closing however is only done by the EMI support units.


Work flow graph

File:Graph WaitingForPT Workflow.pdf

What if I have questions which are not dealt with by this FAQ?

Please submit a GGUS ticket.