Difference between revisions of "GGUS:Ticket monitoring"

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{{GGUS-header|GGUS ticket monitoring}}
{{GGUS-header|GGUS ticket monitoring}}  


GGUS ticket monitoring and follow up after July 1st 2012.
== Ticket Monitoring Dashboard  ==


== Rules ==
For easier triage of critical tickets a [https://ggus.eu/?mode=ticket_monitor dashboard] was implemented. This dashboard is linked from the "GGUS tools/reports" section with label "Monitor" on [https://ggus.eu/?mode=index GGUS Home].<br> The dashboard is only visible for the GGUS monitoring group.  
* Rules will be generated from the ideas below.


== Operations Tickets  ==


== Ideas ==
Operations tickets are submitted via the operations portal. They are of ticket type '''OPS'''. <br> Monitoring of '''OPS''' tickets is done by the NGIs ROD teams.  
* Implement a dashboard for easier triage of (critical) tickets
* Submit tickets against "Operations" SU listing untouched tickets of a dedicated SU
* Technology Tickets: in case the ETA (Estimated Time of Availability) is set the ticket monitoring team will not act on the ticket before the ETA date.


=== Closing old tickets ===
== Middleware Tickets  ==
* A ticket opened before July 1st 2012 and being untouched for XX days. XX needs to be defined!!
*# will be put in status "waiting for reply" to see, if the ticket opener still needs help.
*# when the ticket opener replies in YY days:
*##TPM will contact the SU about the ticket.
*## if not, the ticket will be closed. The user can verify or reopen the ticket afterwards.
* Check whether ticket is related to another ticket in any bug tracker
** Check ticket in bug tracker if possible -> sometimes access impossible
** Compare "planned release date" in bug tracker with UMD repository


=== Monitoring new tickets ===
The monitoring of middleware tickets follows the processes described in this [https://wiki.egi.eu/wiki/FAQ_GGUS-Waiting-For-PT-Process FAQ].
* Middleware tickets
 
*# Escalation time
*Relevant information is also available here:
*# Escalation steps
**[[EGI DMSU Ticket Followup]]
*#* first add comment to ticket
**[https://rt.egi.eu/rt/Dashboards/6388/Software%20Provisioning%20UMD-4 UMD 4], [https://rt.egi.eu/rt/Dashboards/10379/Software%20Provisioning%20CMD-OS-1 CMD-OS 1] Dashboards
*#* create new ticket with management information referencing ticket in question and assign it to  
**[[Middleware#Technology_Providers]]
*#** [[GGUS:EMI_FAQ|EMI SU]] in case of EMI middleware problems
*The assignment of ETA is checked by DMSU. This process is still valid.
*#** ?? in case of IGE middleware problems
*When the ETA date/time arrives, the ticket monitoring checks whether the fix was delivered and is part of any UMD release.
*#** ?? in case of SAGA middleware problems
 
* Operations Tickets
In general the monitoring process given in [[Image:Ticket Monitoring.pdf]] is also valid for middleware tickets.
*# Escalation time
 
*# Escalation steps
*If there are doubts about tickets, please submit a ticket to '''Operations''' SU referencing the tickets in question. '''Operations''' SU will then escalate this to TCB
*#* first add comment to ticket
 
*#* create new ticket with management information referencing ticket in question and assign it to
== Other Tickets  ==
*#** NGI in case of site problems
 
*#** EGI Operations in case of other problems
The monitoring process for non-operations and non-middleware tickets is documented in [[Image:Ticket Monitoring.pdf]] in detail. A short summary of required actions is as follows:
* Tickets for other Infrastructures
 
* Tickets waiting for user reply will be closed after 5 working days.
*add comments
*tag ticket for adding to monitoring dashboard
*set follow-up date
*set appropriate ''remind on'' date
*assign ticket to site operations managers if applicable
*involve NGI operations managers if necessary
*submit a ticket against "Operations" SU referencing untouched tickets
 
== References  ==
 
<references />

Latest revision as of 13:34, 22 October 2018

GGUS-logo.jpg


GGUS wiki / GGUS Documentation


GGUS ticket monitoring



Ticket Monitoring Dashboard

For easier triage of critical tickets a dashboard was implemented. This dashboard is linked from the "GGUS tools/reports" section with label "Monitor" on GGUS Home.
The dashboard is only visible for the GGUS monitoring group.

Operations Tickets

Operations tickets are submitted via the operations portal. They are of ticket type OPS.
Monitoring of OPS tickets is done by the NGIs ROD teams.

Middleware Tickets

The monitoring of middleware tickets follows the processes described in this FAQ.

In general the monitoring process given in File:Ticket Monitoring.pdf is also valid for middleware tickets.

  • If there are doubts about tickets, please submit a ticket to Operations SU referencing the tickets in question. Operations SU will then escalate this to TCB

Other Tickets

The monitoring process for non-operations and non-middleware tickets is documented in File:Ticket Monitoring.pdf in detail. A short summary of required actions is as follows:

  • add comments
  • tag ticket for adding to monitoring dashboard
  • set follow-up date
  • set appropriate remind on date
  • assign ticket to site operations managers if applicable
  • involve NGI operations managers if necessary
  • submit a ticket against "Operations" SU referencing untouched tickets

References