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Difference between revisions of "GGUS:TPM"

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(* http://goc.grid.sinica.edu.tw/gocwiki/TPM/Escalated_Tickets)
(http://goc.grid.sinica.edu.tw/gocwiki/TPM/New_Tickets)
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== May be out of date ==
== May be out of date ==
=== How to assign a new GGUS ticket ===
* [[GGUS:TPM/How to assign a new GGUS ticket]]
* [[GGUS:TPM/How to assign a new GGUS ticket]]
=== Using GGUS System ===
* [[GGUS:TPM/Using GGUS System]]
* [[GGUS:TPM/Using GGUS System]]


== TPM information on Escalated GGUS Tickets ==
=== TPM information on Escalated GGUS Tickets ===


The NA4 requirement to define an escalation authority for slow response to GGUS tickets and introduce a button on the ticket to contact it was implemented and released on Jan 21st 2009. Features:
The NA4 requirement to define an escalation authority for slow response to GGUS tickets and introduce a button on the ticket to contact it was implemented and released on Jan 21st 2009. Features:
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Related [https://savannah.cern.ch/support/index.php?104440  savannah ticket #104440].  
Related [https://savannah.cern.ch/support/index.php?104440  savannah ticket #104440].  
=== New Tickets ===
==== Assist ticket resolution ====
The TPM should do all that is possible to solve the ticket. If the TPM cannot solve the ticket, there are also things the TPM can do to help expedite the process.
To help solve the problem, the TPM can
#    Verify if that the issue is not a usage mistake
#*        Check documentation, manuals, options
To clarify the issue before forwarding to SU, the TPM can
#    ask for the verbose output of the command
#    ask related log or configuration files if available
#    also see service or software problem below.
==== Determine if this is Service (Site) or Software Issue ====
To help determine if tha problem is site specific or a general problem with the middleware, the following steps can be taken
#    Try to reproduce the same error
#*        if using the same service(site node) fails, then
#    Try at another site to make sure it is not a local problem
#*        If the test succeeds, then this may indicate a site specific problem, so assign to responsible ROC
#*        If test fails, then it can possibly be a problem with a core service (LFC, VOMS, RB, BDII...)
#    Try using another core service
#*        If this still fails, then this could be a Middleware problem
==== If ticket is related to another ticket ====
If another ticket already exists that refers to the same problem then do the following:
#    Insert reference to the other ticket in the '''related issue''' field
#    Notify the submitter that a duplicate ticket exists
#* <code>        ticket #NNNN reports the same problem </code>
#    Set the status of ticket to '''unsolved''', while the original ticket is '''in-progress'''
#    Close the duplicate ticket, when the original one is also closed
==== After assignment ====
After assigning a the ticket to a support unit, notify the submitter of the current status.


= Todo=  
= Todo=  

Revision as of 11:32, 5 July 2011

GGUS-logo.jpg


GGUS wiki / GGUS Documentation


GGUS-TPM




May be out of date

How to assign a new GGUS ticket

Using GGUS System

TPM information on Escalated GGUS Tickets

The NA4 requirement to define an escalation authority for slow response to GGUS tickets and introduce a button on the ticket to contact it was implemented and released on Jan 21st 2009. Features:

  1. Escalate to the support unit. This is the first level of escalation. It will send an e-mail to the unit, prompting them for some action. Most often a reminder to the unit is enough to trigger action.
  2. Escalate to TPM and unit. This is the second level of escalation. It will involve the TPM who will closely monitor the progress of the ticket. The unit is also further prompted for action at the same time.
  3. Escalate to GGUS. This is the third and last level of escalation. It will involve GGUS itself who will investigate why there was no satisfactory progress on the ticket. The unit and the TPM are also notfied at the same time.

Related savannah ticket #104440.

New Tickets

Assist ticket resolution

The TPM should do all that is possible to solve the ticket. If the TPM cannot solve the ticket, there are also things the TPM can do to help expedite the process.

To help solve the problem, the TPM can

  1. Verify if that the issue is not a usage mistake
    • Check documentation, manuals, options

To clarify the issue before forwarding to SU, the TPM can

  1. ask for the verbose output of the command
  2. ask related log or configuration files if available
  3. also see service or software problem below.

Determine if this is Service (Site) or Software Issue

To help determine if tha problem is site specific or a general problem with the middleware, the following steps can be taken

  1. Try to reproduce the same error
    • if using the same service(site node) fails, then
  2. Try at another site to make sure it is not a local problem
    • If the test succeeds, then this may indicate a site specific problem, so assign to responsible ROC
    • If test fails, then it can possibly be a problem with a core service (LFC, VOMS, RB, BDII...)
  3. Try using another core service
    • If this still fails, then this could be a Middleware problem

If ticket is related to another ticket

If another ticket already exists that refers to the same problem then do the following:

  1. Insert reference to the other ticket in the related issue field
  2. Notify the submitter that a duplicate ticket exists
    • ticket #NNNN reports the same problem
  3. Set the status of ticket to unsolved, while the original ticket is in-progress
  4. Close the duplicate ticket, when the original one is also closed

After assignment

After assigning a the ticket to a support unit, notify the submitter of the current status.

Todo