Difference between revisions of "GGUS:Ticket monitoring"

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== Ideas ==
== Ideas ==
* Implement a dashboard for easier triage of (critical) tickets
* Implement a dashboard for easier triage of (critical) tickets
* Submit tickets against "Operations" SU listing untouched tickets of a dedicated SU


=== Closing old tickets ===
=== Closing old tickets ===
* A ticket opened before July 1st 2012 and being untouched for XX days.
* 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.
*# 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:  
*# when the ticket opener replies in YY days:  

Revision as of 15:50, 18 July 2012

GGUS-logo.jpg


GGUS wiki / GGUS Documentation


GGUS ticket monitoring



GGUS ticket monitoring and follow up after July 1st 2012.

Rules

  • Rules will be generated from the ideas below.


Ideas

  • Implement a dashboard for easier triage of (critical) tickets
  • Submit tickets against "Operations" SU listing untouched tickets of a dedicated SU

Closing old tickets

  • A ticket opened before July 1st 2012 and being untouched for XX days. XX needs to be defined!!
    1. will be put in status "waiting for reply" to see, if the ticket opener still needs help.
    2. when the ticket opener replies in YY days:
      1. TPM will contact the SU about the ticket.
      2. 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

  • Middleware tickets
    1. Escalation time
    2. Escalation steps
  • Operations Tickets
    1. Escalation time
    2. Escalation steps
  • Tickets for other Infrastructures