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Difference between revisions of "GGUS:TPM"
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(* http://goc.grid.sinica.edu.tw/gocwiki/TPM/Escalated_Tickets) |
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{{GGUS-header|GGUS-TPM }} | {{GGUS-header|GGUS-TPM }} | ||
== May be out of date == | |||
* [[GGUS:TPM/How to assign a new GGUS ticket]] | * [[GGUS:TPM/How to assign a new GGUS ticket]] | ||
* [[GGUS:TPM/Using GGUS System]] | * [[GGUS:TPM/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: | |||
# 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. | |||
# 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. | |||
# 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 [https://savannah.cern.ch/support/index.php?104440 savannah ticket #104440]. | |||
= Todo= | |||
* http://goc.grid.sinica.edu.tw/gocwiki/TPM/New_Tickets | * http://goc.grid.sinica.edu.tw/gocwiki/TPM/New_Tickets | ||
* http://goc.grid.sinica.edu.tw/gocwiki/TPM/Middleware_Tickets | * http://goc.grid.sinica.edu.tw/gocwiki/TPM/Middleware_Tickets | ||
Revision as of 12:29, 5 July 2011
GGUS wiki / GGUS Documentation
GGUS-TPM
May be out of date
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:
- 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.
- 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.
- 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.
Todo
- http://goc.grid.sinica.edu.tw/gocwiki/TPM/New_Tickets
- http://goc.grid.sinica.edu.tw/gocwiki/TPM/Middleware_Tickets
- http://goc.grid.sinica.edu.tw/gocwiki/TPM/What_to_do_with_spam
- http://goc.grid.sinica.edu.tw/gocwiki/How_to_open_a_savannah_bug_associated_with_a_ticket
- http://goc.grid.sinica.edu.tw/gocwiki/TPM/How_to_see_if_a_ticket_is_to_be_assigned_to_OSG