Difference between revisions of "GGUS:Ticket monitoring"

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(what is "old", what is "new" , wiki link to Operations)
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=== Closing old tickets ===
 
=== Closing old tickets ===
* A ticket opened before July 1st 2012 and being untouched for XX days. XX needs to be defined!!
+
''Old tickets'' are tickets opened before July 1st 2012. (''XX'' and ''YY'' needs to be defined below!)
 +
 
 +
* A ticket opened before July 1st 2012 and being untouched for ''XX'' days.  
 
*# 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:  
 
*##TPM will contact the SU about the ticket.
 
*##TPM will contact the SU about the ticket.
 
*## if not, the ticket will be closed. The user can verify or reopen the ticket afterwards.
 
*## if not, the ticket will be closed. The user can verify or reopen the ticket afterwards.
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=== Monitoring new tickets ===
 
=== Monitoring new tickets ===
* Middleware tickets
+
''New tickets'' are tickets opened before July 1st 2012.
 +
 
 +
==== Middleware tickets ====
 
*# Escalation time
 
*# Escalation time
 
*#* 4 weeks untouched
 
*#* 4 weeks untouched
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*#** ?? in case of IGE middleware problems
 
*#** ?? in case of IGE middleware problems
 
*#** ?? in case of SAGA middleware problems
 
*#** ?? in case of SAGA middleware problems
* Operations Tickets
+
==== Operations Tickets ====
 
*# Escalation time
 
*# Escalation time
 
*#* 2 weeks untouched
 
*#* 2 weeks untouched
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*#* create new ticket with management information referencing ticket in question and assign it to  
 
*#* create new ticket with management information referencing ticket in question and assign it to  
 
*#** NGI in case of site problems
 
*#** NGI in case of site problems
*#** EGI Operations in case of other problems
+
*#** [[GGUS:Operations FAQ|EGI Operations]] in case of other problems
 
* 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.
 
** example: https://ggus.eu/ws/ticket_info.php?ticket=84557
 
** example: https://ggus.eu/ws/ticket_info.php?ticket=84557

Revision as of 06:50, 14 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
  • 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

Old tickets are tickets opened before July 1st 2012. (XX and YY needs to be defined below!)

  • A ticket opened before July 1st 2012 and being untouched for XX days.
    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

New tickets are tickets opened before July 1st 2012.

Middleware tickets

    1. Escalation time
      • 4 weeks untouched
    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
      • 2 weeks untouched
    2. Escalation steps
      • first add comment to ticket
      • create new ticket with management information referencing ticket in question and assign it to
  • Tickets for other Infrastructures
  • Tickets waiting for user reply will be closed after 5 working days.