Difference between revisions of "GGUS:Ticket monitoring"

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*# Escalation time
*# Escalation time
*# Escalation steps
*# Escalation steps
*#* first add comment to ticket
*#* create new ticket with management information referencing ticket in question and assign it to
*#** [[GGUS:EMI_FAQ|EMI SU]] in case of EMI middleware problems
*#** ?? in case of IGE middleware problems
*#** ?? in case of SAGA middleware problems
* Operations Tickets
* Operations Tickets
*# Escalation time
*# Escalation time
*#* first add comment to ticket
*#* create new ticket with management information referencing ticket in question and assign it to
*#** NGI in case of site problems
*#** EGI Operations in case of other problems
*# Escalation steps
*# Escalation steps
* Tickets for other Infrastructures
* Tickets for other Infrastructures
* Tickets waiting for user reply will be closed after 5 working days.
* Tickets waiting for user reply will be closed after 5 working days.

Revision as of 09:43, 6 August 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
      • first add comment to ticket
      • create new ticket with management information referencing ticket in question and assign it to
        • EMI SU in case of EMI middleware problems
        • ?? in case of IGE middleware problems
        • ?? in case of SAGA middleware problems
  • Operations Tickets
    1. Escalation time
      • first add comment to ticket
      • create new ticket with management information referencing ticket in question and assign it to
        • NGI in case of site problems
        • EGI Operations in case of other problems
    2. Escalation steps
  • Tickets for other Infrastructures
  • Tickets waiting for user reply will be closed after 5 working days.