Difference between revisions of "GGUS:Ticket monitoring"

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* In case of many tickets the GGUS monitoring team sends her the list of tickets by e-mail.
* In case of many tickets the GGUS monitoring team sends her the list of tickets by e-mail.
* 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
* 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
'''The GGUS monitoring team won't close untouched tickets at any time.'''
'''It was agreed that the GGUS monitoring team is not supposed to close untouched tickets at any time.'''


== Other Tickets ==
== Other Tickets ==

Revision as of 08:32, 8 February 2013

GGUS-logo.jpg


GGUS wiki / GGUS Documentation


GGUS ticket monitoring


This page is in draft version!

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 COD team.

Middleware Tickets

Monitoring middleware tickets was discussed several times. The latest agreement is documented in the minutes of the GGUS-AB meeting November 2012.

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

Critical Middleware Tickets

  • In case only a few tickets are to be discussed, please add Cristina Aiftimiei in CC field of the tickets (cristina.aiftimiei@pd.infn.it). That will catch her attention and every thing can be kept within the original ticket.
  • In case of many tickets the GGUS monitoring team sends her the list of tickets by e-mail.
  • 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

It was agreed that the GGUS monitoring team is not supposed to close untouched tickets at any time.

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