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| {{GGUS-header|GGUS ticket monitoring}} | | {{GGUS-header|GGUS ticket monitoring}} |
| <span style="color:red">This page is in draft version!</span> <br><br>
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| == Ticket Monitoring Dashboard ==
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| For easier triage of critical tickets a [https://ggus.eu/pages/monitor.php dashboard] was implemented.
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| This dashboard is linked from the "GGUS tools/reports" section with label "Monitor" on [https://ggus.eu/pages/home.php GGUS Home].<br>
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| The dashboard is only visible for the GGUS monitoring group.
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| == Operations Tickets == | | == Ticket Monitoring Dashboard == |
| Operations tickets are submitted via the operations portal. They are of ticket type '''OPS'''. <br>
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| Monitoring of '''OPS''' tickets is done by the COD team.
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| == Middleware Tickets == | | For easier triage of critical tickets a [https://ggus.eu/?mode=ticket_monitor dashboard] was implemented. This dashboard is linked from the "GGUS tools/reports" section with label "Monitor" on [https://ggus.eu/?mode=index GGUS Home].<br> The dashboard is only visible for the GGUS monitoring group. |
| Monitoring middleware tickets was discussed several times. The latest agreement is documented in the minutes of the [https://indico.egi.eu/indico/conferenceDisplay.py?confId=1259 GGUS-AB] meeting November 2012.
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| * Relevant information is also available here:
| | == Operations Tickets == |
| ** [[EGI DMSU_Ticket Followup]]
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| ** [https://rt.egi.eu/rt/Dashboards/4248/Software%20Provisioning%20UMD-2 UMD Dashboard]
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| ** [http://www.eu-emi.eu/releases EMI Release Pages]
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| ** [[Middleware#Technology_Providers]]
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| *The assignment of ETA is checked by DMSU. This process is still valid.
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| *When the ETA date/time arrives, the ticket monitoring checks whether the fix was delivered and is part of any UMD release.
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| In general the monitoring process given in [[File:Ticket Monitoring.pdf]] is also valid for middleware tickets.
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| === Critical Middleware Tickets ===
| | Operations tickets are submitted via the operations portal. They are of ticket type '''OPS'''. <br> Monitoring of '''OPS''' tickets is done by the NGIs ROD teams. |
| * 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.
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| * In case of many tickets the GGUS monitoring team sends her the list of tickets by e-mail.
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| * 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
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| '''It was agreed that the GGUS monitoring team is not supposed to close untouched tickets at any time.'''
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| == Other Tickets == | | == Middleware Tickets == |
| The monitoring process for non-operations and non-middleware tickets is documented in [[File:Ticket Monitoring.pdf]] in detail.
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| A short summary of required actions is as follows:
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| * add comments
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| * tag ticket for adding to monitoring dashboard
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| * set follow-up date
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| * set appropriate ''remind on'' date
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| * assign ticket to site operations managers if applicable
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| * involve NGI operations managers if necessary
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| * submit a ticket against "Operations" SU referencing untouched tickets
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| <!--
| | The monitoring of middleware tickets follows the processes described in this [https://wiki.egi.eu/wiki/FAQ_GGUS-Waiting-For-PT-Process FAQ]. |
| GGUS ticket monitoring and follow up after July 1st 2012.
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| == Rules ==
| | *Relevant information is also available here: |
| * Rules will be generated from the ideas below. | | **[[EGI DMSU Ticket Followup]] |
| | **[https://rt.egi.eu/rt/Dashboards/6388/Software%20Provisioning%20UMD-4 UMD 4], [https://rt.egi.eu/rt/Dashboards/10379/Software%20Provisioning%20CMD-OS-1 CMD-OS 1] Dashboards |
| | **[[Middleware#Technology_Providers]] |
| | *The assignment of ETA is checked by DMSU. This process is still valid. |
| | *When the ETA date/time arrives, the ticket monitoring checks whether the fix was delivered and is part of any UMD release. |
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| == Ideas ==
| | In general the monitoring process given in [[Image:Ticket Monitoring.pdf]] is also valid for middleware tickets. |
| * Implement a dashboard for easier triage of (critical) tickets
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| * Submit tickets against [[GGUS:Operations FAQ|"Operations" SU]] listing untouched tickets of a dedicated SU
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| * 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.
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| === Closing old tickets ===
| | *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 |
| ''Old tickets'' are tickets opened before July 1st 2012. (''XX'' and ''YY'' needs to be defined below!) | |
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| * A ticket opened before July 1st 2012 and being untouched for ''XX'' days.
| | == Other Tickets == |
| *# will be put in status "waiting for reply" to see, if the ticket opener still needs help.
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| *# when the ticket opener replies in ''YY'' days:
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| *##TPM will contact the SU about the ticket.
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| *## if not, the ticket will be closed. The user can verify or reopen the ticket afterwards.
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| * Check whether ticket is related to another ticket in any bug tracker
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| ** Check ticket in bug tracker if possible -> sometimes access impossible
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| ** Compare "planned release date" in bug tracker with UMD repository
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| === Monitoring new tickets ===
| | The monitoring process for non-operations and non-middleware tickets is documented in [[Image:Ticket Monitoring.pdf]] in detail. A short summary of required actions is as follows: |
| ''New tickets'' are tickets opened before July 1st 2012.
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| ==== Middleware tickets ====
| | *add comments |
| *# Please see [[EGI_DMSU_Ticket_Followup]] before taking any action.
| | *tag ticket for adding to monitoring dashboard |
| *# Useful information available on [https://rt.egi.eu/rt/Dashboards/4248/Software%20Provisioning%20UMD-2 UMD Dashboard]
| | *set follow-up date |
| *# Escalation time
| | *set appropriate ''remind on'' date |
| *#* 4 weeks untouched
| | *assign ticket to site operations managers if applicable |
| *# Escalation steps
| | *involve NGI operations managers if necessary |
| *#* first add comment to ticket | | *submit a ticket against "Operations" SU referencing untouched tickets |
| *#* 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 ====
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| *# Escalation time
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| *#* 2 weeks untouched
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| *# Escalation steps
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| *#* first add comment to ticket
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| *#* create new ticket with management information referencing ticket in question and assign it to
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| *#** NGI in case of site problems | |
| *#** [[GGUS:Operations FAQ|EGI Operations]] in case of other problems
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| *#* in case of NGIs not responding assign the relevant ticket to COD. COD will contact the operations manager directly. If the COD escalation step fails, COD moves the ticket to the [[GGUS:Operations FAQ|EGI Operations]] SU. | |
| * Tickets for other Infrastructures
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| * Tickets waiting for user reply will be closed after 5 working days.
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| ** example: https://ggus.eu/ws/ticket_info.php?ticket=84557
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| === Handling of ticket escalation level 2 === | | == References == |
| * Tickets can be escalated by the submitter. (already implemented)
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| === Double Tickets ===
| | <references /> |
| * Users can duplicate a '''Savannah ticket''' into one or more GGUS tickets by answering savannah mails
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| ** The GGUS ticket can be closed immediately, if savannah status is: "Use GGUS: No" and the answer of the user is in Savannah too.
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| ** example https://ggus.eu/ws/ticket_info.php?ticket=85287
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| === Slave Tickets ===
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| * if a TPM ticket becomes a slave of another ticket before it is assigned to the correct SU, the ticket remains as "TPM on hold". In this case
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| *# TPM will remove the master slave relation
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| *# TPM assigns the slave tickets to the correct SU
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| *# TPM restores the master slave relation
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| * Example https://ggus.eu/ws/ticket_info.php?ticket=85380
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| -->
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