GGUS:Ticket monitoring

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GGUS wiki / GGUS Documentation


GGUS ticket monitoring


This page is in draft version!

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. Please see EGI_DMSU_Ticket_Followup before taking any action.
    2. Useful information available on UMD Dashboard
    3. Escalation time
      • 4 weeks untouched
    4. 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
      • 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 EGI Operations SU.
  • Tickets for other Infrastructures
  • Tickets waiting for user reply will be closed after 5 working days.

Handling of ticket escalation level 2

  • Tickets can be escalated by the submitter. (already implemented)

Double Tickets

  • Users can duplicate a Savannah ticket into one or more GGUS tickets by answering savannah mails

Slave Tickets

  • 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
    1. TPM will remove the master slave relation
    2. TPM assigns the slave tickets to the correct SU
    3. TPM restores the master slave relation
  • Example https://ggus.eu/ws/ticket_info.php?ticket=85380