Difference between revisions of "GGUS:Ticket monitoring"
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== Ideas == | == Ideas == | ||
* Implement a dashboard | * Implement a dashboard for easier triage of (critical) tickets | ||
=== Closing old tickets === | === Closing old tickets === | ||
* A ticket opened before July 1st 2012 and being untouched for XX days. | * A ticket opened before July 1st 2012 and being untouched for XX days. |
Revision as of 12:11, 17 July 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
Closing old tickets
- 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.
- 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.
Monitoring new tickets
- Middleware tickets
- Escalation time
- Escalation steps
- Operations Tickets
- Escalation time
- Escalation steps
- Tickets for other Infrastructures