Difference between revisions of "ROD Communication"

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== Handover log model ==
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{{Template:Op menubar}} {{Template:GO menubar}} {{TOC_right}}
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[[Category:Infrastructure_Oversight]]
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== ROD intra-team communication ==
  
At the end of a shift the current ROD team should prepare the handover for internal ROD matters. Each ROD can decide independently on what the handover should look like and how it should be passed on to the next team. This document just provides suggestions for how it could be:  
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At the end of a shift the current ROD team should prepare the handover for internal ROD matters. Each ROD can decide independently on what the handover should look like and how it should be passed on to the next team. The following list provides mere suggestions for what should be included:
  
# List of tickets which will continue into the next week: name of the site, ROD ticket ID (if your NGI uses an internal ticket system) and GGUS Ticket number, the current status of the ticket.
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* a list of tickets which will continue into the next week. Each item should contain the name of the site in question, GGUS ticket number, an optional ROD ticket ID if your NGI uses an internal ticket system, and the current status of the ticket;
# Report any problems with operational tools during the shift.
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* any tickets opened that are not related to a particular alarm;
# Report encountered problems with core grid services.
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* a summary of problems encountered with core grid services;
# Any tickets opened that are not related to a particular alarm  
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* a report of any problems with operational tools that occured during the shift;
# Anything else the new team should know?
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* anything else the new team should be aware of.
  
== Communication lines ==
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For internal communication ROD can use mailing list(s), instant messengers, etc. Each ROD team is free to choose how the internal communication is established.
  
ROD should provide an email contact to where all ticket information should be sent and also to make it possible for COD or other bodies to contact them directly. For internal communication ROD can use mailing list(s), instant messengers etc. Each ROD team is free to choose how the internal communication is established.
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== Communication with EGI Operations and site administrators ==
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ROD should provide an email contact to where all ticket information should be sent and register this address into GGUS. Another address (or possibly the same) should be made available to make it possible for EGI Operations / Operations Support, site administrators, or other bodies to contact them directly.
 
   
 
   
ROD should communicate with COD through the COD mailing list <tt>central-operator-on-duty(AT)mailman.egi.eu</tt>. For urgent matters, it should be done via a GGUS ticket assigned to COD support unit to make tracking of the case possible.
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ROD should communicate with EGI Operations Support through the mailing list <tt>operations-support(AT)mailman.egi.eu</tt>. Urgent matters should be communicated via a GGUS ticket assigned to the EGI Operations support unit to make tracking of the case possible.
 
 
There is also the handover section in the ROD dashboard which allows for COD and RODs to intercommunicate.
 
  
In the case of a non-responsive ROD, COD shall create a GGUS ticket to the appropriate NGI.
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There is also the handover section in the ROD dashboard which allows for EGI Operations team and RODs to intercommunicate.

Latest revision as of 14:47, 23 October 2014

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EGI Infrastructure Operations Oversight menu: Home EGI.eu Operations Team Regional Operators (ROD) 


ROD intra-team communication

At the end of a shift the current ROD team should prepare the handover for internal ROD matters. Each ROD can decide independently on what the handover should look like and how it should be passed on to the next team. The following list provides mere suggestions for what should be included:

  • a list of tickets which will continue into the next week. Each item should contain the name of the site in question, GGUS ticket number, an optional ROD ticket ID if your NGI uses an internal ticket system, and the current status of the ticket;
  • any tickets opened that are not related to a particular alarm;
  • a summary of problems encountered with core grid services;
  • a report of any problems with operational tools that occured during the shift;
  • anything else the new team should be aware of.

For internal communication ROD can use mailing list(s), instant messengers, etc. Each ROD team is free to choose how the internal communication is established.

Communication with EGI Operations and site administrators

ROD should provide an email contact to where all ticket information should be sent and register this address into GGUS. Another address (or possibly the same) should be made available to make it possible for EGI Operations / Operations Support, site administrators, or other bodies to contact them directly.

ROD should communicate with EGI Operations Support through the mailing list operations-support(AT)mailman.egi.eu. Urgent matters should be communicated via a GGUS ticket assigned to the EGI Operations support unit to make tracking of the case possible.

There is also the handover section in the ROD dashboard which allows for EGI Operations team and RODs to intercommunicate.