Difference between revisions of "GGUS:EGI Operations Support FAQ"

Revision as of 12:31, 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:

Representing RODs/COD in OTAG, OMB, OLA task force and Operations meetings
Suspending Resource Centres in case of operational issues
ROD SLA monitoring of NGIs
Process coordination:
- creation and decommission of Operations Centre
- setting a Nagios test to an operations test

For which components does COD provide support?

COD supports for all operations problems in EGI project.

Which quality of service (QoS) will you provide?

unknown

Who will assign tickets to COD Support?

All GGUS tickets assigned to COD SU either by TPM or directly by the users ale handled through GGUS system.

Are tickets typically solved in COD Support or reassigned elsewhere?

Tickets are typically solved in UNIT.

Who is responsible for COD Support?

Responsible for COD SU are COD shifters which can be reached through central-operator-on-duty AT mailman.egi.eu mailing list.

What documentation is available on COD Support?

Documentation for COD support is available on https://wiki.egi.eu/wiki/Grid_operations_oversight/COD wiki page.

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.

Search

Please use this link to search inside the GGUS FAQ

@@ Line 4: / Line 4: @@
 |Updated= 2010-04-23
 |purpose= 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
+* Representing RODs/COD in OTAG, OMB, OLA task force and Operations meetings
-* Maintaining and interpretation of support model metrics
+* Suspending Resource Centres in case of operational issues
-* 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}} [https://gus.fzk.de/pages/ggus-docs/interfaces/9995_FAQ_for_NGI_Integration.pdf 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.
+* Process coordination:
-|documentation= Operational Procedures here: https://twiki.cern.ch/twiki/bin/view/EGEE/OperationalDocumentation
+** creation and decommission of Operations Centre
-|components=For which components do you provide support?
+** setting a Nagios test to an operations test
-|assigned by=Who will assign tickets to UNIT?
+|documentation=Documentation for COD support is available on https://wiki.egi.eu/wiki/Grid_operations_oversight/COD wiki page.
-|responsible=Who is responsible for UNIT?
+|components=COD supports for all operations problems in EGI project.
-|solved by=Are tickets typically solved in UNIT or reassigned elsewhere?
+|assigned by=All GGUS tickets assigned to COD SU either by TPM or directly by the users ale handled through GGUS system.
+|responsible=Responsible for COD SU are COD shifters which can be reached through central-operator-on-duty AT mailman.egi.eu mailing list.
+|solved by=Tickets are typically solved in UNIT.
 }}