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Difference between revisions of "PROC26"

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= Overview  =
= Overview  =


The document describes the process for verifying that the supporters teams are still able to follow-up the GGUS tickets assigned to their Support Unit. Moreover it is defined a criteria for decommissioning the SUs that doesn't work any more.
The document describes the process for verifying that the supporters teams are still able to follow-up the GGUS tickets assigned to their Support Unit. Moreover it is defined a criteria for decommissioning the SUs that don't work any more.


= Definitions  =
= Definitions  =

Revision as of 10:12, 25 April 2018

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Title Verify helpdesk Support Units are working and perform a periodic review of them
Document link https://wiki.egi.eu/wiki/PROC26
Last modified 0.1
Policy Group Acronym OMB
Policy Group Name Operations Management Board
Contact Group operations at egi.eu
Document Status DRAFT
Approved Date
Procedure Statement
Owner Owner of procedure


Overview

The document describes the process for verifying that the supporters teams are still able to follow-up the GGUS tickets assigned to their Support Unit. Moreover it is defined a criteria for decommissioning the SUs that don't work any more.

Definitions

Please refer to the EGI Glossary for the definitions of the terms used in this procedure.

The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119.

Entities involved in the procedure

  • GGUS monitoring group, who perform the ticket monitoring
  • EGI Foundation Operations team, who oversight the infrastructure