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Difference between revisions of "GGUS:EGI Operations Support FAQ"
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Detected malfunctioning of operational tool interaction, spotted issues in the infrastructure not detected by monitoring system, feedback to the work of operations teams on duty can all be handled by the COD support unit which has then to make sure they are properly addressed. | Detected malfunctioning of operational tool interaction, spotted issues in the infrastructure not detected by monitoring system, feedback to the work of operations teams on duty can all be handled by the COD support unit which has then to make sure they are properly addressed. | ||
|documentation= Operational Procedures here: https://twiki.cern.ch/twiki/bin/view/EGEE/OperationalDocumentation | |documentation= Operational Procedures here: https://twiki.cern.ch/twiki/bin/view/EGEE/OperationalDocumentation | ||
|components=For which components do you provide support? | |components=For which components do you provide support? | ||
|assigned by=Who will assign tickets to UNIT? | |assigned by=Who will assign tickets to UNIT? | ||
|responsible=Who is responsible for UNIT? | |responsible=Who is responsible for UNIT? | ||
|solved by=Are tickets typically solved in UNIT or reassigned elsewhere? | |solved by=Are tickets typically solved in UNIT or reassigned elsewhere? | ||
}} | |||
Revision as of 12:07, 31 March 2011
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ FOR COD SUPPORT UNIT
- Responsible Unit
- COD
- Helpdesk
- GGUS (Operations Helpdesk by TPM)
What is the purpose of the COD Support?
The purpose of the COD support unit in GGUS is to handle problems associated to the Central Operator on Duty activity which include:
- Central ticket and alarm oversight
- Maintaining and interpretation of support model metrics
- Organising the ROD forum activities, i.e. f2f meetings, phone conferences, coordinating ROD teams, etc. in order to maintain coherency
- Representing COD/ROD/1st line requirements in operational tools (OTAG).
- Recommendations about tests criticality
- Reporting COD-related middleware problems to developers
- Oversight the process for creating new NGIs (GGUS document
9995 FAQ_for_NGI_Integration)
- ROD SLA monitoring of NGIs
Detected malfunctioning of operational tool interaction, spotted issues in the infrastructure not detected by monitoring system, feedback to the work of operations teams on duty can all be handled by the COD support unit which has then to make sure they are properly addressed.
For which components does COD provide support?
For which components do you provide support?
Which quality of service (QoS) will you provide?
unknown
Who will assign tickets to COD Support?
Who will assign tickets to UNIT?
Are tickets typically solved in COD Support or reassigned elsewhere?
Are tickets typically solved in UNIT or reassigned elsewhere?
Who is responsible for COD Support?
Who is responsible for UNIT?
What documentation is available on COD Support?
Operational Procedures here: https://twiki.cern.ch/twiki/bin/view/EGEE/OperationalDocumentation
What is the usual "Type of Issue" for the tickets of COD?
Other
Comments
No comments.
What if I have questions which are not dealt with by this FAQ?
Open a GGUS ticket indicating that it should be directed at the COD team.
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