GGUS:TPM
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May be out of date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:
- 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.
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 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
ticket #NNNN reports the same problem
- 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.
Middleware_Tickets
After you determin that this ticket is a software bug:
- Check the if the issue at hand is already know or being addressed
- Check if Bug or ask is already open in savannah
- Check if features or enhancement is already requested in the TCG pages
- If the problem already exists
- set the ticket to unsolved state. This is not closed!
- put the email of the user in the CC of savannah
- notify the user of the existing activity
- the SU is responsible to close the ticket once the software change makes it into production
- If the problem does not exists
- the TPM can open a bug or request the SU to do this.
SPAM tickets
- If a ticket is a SPAM e-mail, just change the ticket category to spam. The ticket status is set to solved automatically.
- This will allow GGUS cronjob to delete these tickets on a daily basis