Difference between revisions of "GGUS:Ticket monitoring"
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== Rules == | == Rules == | ||
* Rules will be generated from the ideas below. | * Rules will be generated from the ideas below. | ||
== Ideas == | == Ideas == |
Revision as of 10:57, 6 August 2012
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
- 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
- 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
- Middleware tickets
- Escalation time
- 4 weeks untouched
- 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
- Escalation time
- Operations Tickets
- Escalation time
- 2 weeks untouched
- Escalation steps
- 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 time
- Tickets for other Infrastructures
- Tickets waiting for user reply will be closed after 5 working days.