Difference between revisions of "PROC26"
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{{Template:Op menubar}} {{Template:Doc_menubar}} {{TOC_right}} | {{Template:Op menubar}} {{Template:Doc_menubar}} {{TOC_right}} | ||
[[Category:Operations_Procedures]] | [[Category:Operations_Procedures]] | ||
[[Category:Deprecated]] | |||
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|[[File:Alert.png]] This page is '''Deprecated''' and should no longer be used, but is still available for reasons of reference. Please use the new page https://ims.egi.eu/display/EGIPP/ISRM5+Verify+Helpdesk+SUs+are+working+and+perform+a+periodic+review+of+them | |||
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{{Ops_procedures | {{Ops_procedures | ||
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|Policy_name = Operations Management Board | |Policy_name = Operations Management Board | ||
|Contact_group = operations at egi.eu | |Contact_group = operations at egi.eu | ||
|Doc_status = | |Doc_status = Final | ||
|Approval_date = | |Approval_date = 2018-05-22 | ||
|Procedure_statement = | |Procedure_statement = Verify helpdesk Support Units are working and perform a periodic review of them | ||
|Owner = Alessandro Paolini | |||
}} | }} | ||
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= Activities = | = Activities = | ||
* | * Review of SU performance (responsiveness): | ||
** Every 2 weeks GGUS team sends to EGI Operations a report about the unresponsive SUs | ** Every 2 weeks GGUS team sends to EGI Operations a report about the unresponsive SUs | ||
** EGI Operations team contacts the relevant support teams in order to spot any issues in handling the tickets and to speed-up the resolution of them | ** EGI Operations team contacts the relevant support teams in order to spot any issues in handling the tickets and to speed-up the resolution of them | ||
* | * Review of SU relevance and need: | ||
** GGUS team performs a periodic review of the SUs to check if they still work: the SUs that haven't received any ticket for the last 24 months are eligible to be dismissed | ** GGUS team performs a periodic review of the SUs to check if they still work: the SUs that haven't received any ticket for the last 24 months are eligible to be dismissed | ||
*** GGUS team opens a ticket to the SUs about the possible decommission: if no answer is provided within 28 days, the SU will be decommissioned at the next GGUS release | *** GGUS team opens a ticket to the SUs about the possible decommission: if no answer is provided within 28 days, and if the SU is no more relevant, the SU will be decommissioned at the next GGUS release with the consent of EGI Operations team | ||
** GGUS team opens as well a parent ticket to relate all these tickets, with EGI Operations in copy | ** GGUS team opens as well a parent ticket to relate all these tickets, with EGI Operations in copy | ||
*** EGI Operations can provide feedback about the affected SUs | *** EGI Operations can provide feedback about the affected SUs and give the final approval for their decommission | ||
* | * Review of SU communication channel (validity of contact email addresses) | ||
** GGUS team notifies EGI Operations as soon as there is a problem with the email addresses behind the SUs | ** GGUS team notifies EGI Operations as soon as there is a problem with the email addresses behind the SUs | ||
** EGI Operations contacts the relevant support teams in order to fix the problem | ** EGI Operations contacts the relevant support teams in order to fix the problem |
Latest revision as of 15:19, 7 June 2021
Main | EGI.eu operations services | Support | Documentation | Tools | Activities | Performance | Technology | Catch-all Services | Resource Allocation | Security |
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This page is Deprecated and should no longer be used, but is still available for reasons of reference. Please use the new page https://ims.egi.eu/display/EGIPP/ISRM5+Verify+Helpdesk+SUs+are+working+and+perform+a+periodic+review+of+them |
Title | Verify helpdesk Support Units are working and perform a periodic review of them |
Document link | https://wiki.egi.eu/wiki/PROC26 |
Last modified | 1.0 |
Policy Group Acronym | OMB |
Policy Group Name | Operations Management Board |
Contact Group | operations at egi.eu |
Document Status | Final |
Approved Date | 2018-05-22 |
Procedure Statement | Verify helpdesk Support Units are working and perform a periodic review of them |
Owner | Alessandro Paolini |
Overview
The document describes the process for verifying that the support 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
Activities
- Review of SU performance (responsiveness):
- Every 2 weeks GGUS team sends to EGI Operations a report about the unresponsive SUs
- EGI Operations team contacts the relevant support teams in order to spot any issues in handling the tickets and to speed-up the resolution of them
- Review of SU relevance and need:
- GGUS team performs a periodic review of the SUs to check if they still work: the SUs that haven't received any ticket for the last 24 months are eligible to be dismissed
- GGUS team opens a ticket to the SUs about the possible decommission: if no answer is provided within 28 days, and if the SU is no more relevant, the SU will be decommissioned at the next GGUS release with the consent of EGI Operations team
- GGUS team opens as well a parent ticket to relate all these tickets, with EGI Operations in copy
- EGI Operations can provide feedback about the affected SUs and give the final approval for their decommission
- GGUS team performs a periodic review of the SUs to check if they still work: the SUs that haven't received any ticket for the last 24 months are eligible to be dismissed
- Review of SU communication channel (validity of contact email addresses)
- GGUS team notifies EGI Operations as soon as there is a problem with the email addresses behind the SUs
- EGI Operations contacts the relevant support teams in order to fix the problem
Revision History
Version | Authors | Date | Comments |
---|---|---|---|
Alessandro Paolini | 2018-04-25 | first draft | |
1.0 | Alessandro Paolini | 2018-05-22 | approved by OMB |