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- A ROD team's duties can be split into three main areas: handling alarms and tickets, handling downtimes, and communicating urgent issues to the COD and CSIRT teams.
Handling alarms and tickets
The main responsibility of ROD is to deal with alarms and tickets issued for sites in the region. This includes making sure that the tickets are created and handled properly.
The ROD on duty is required to:
- check alarm notifications in the Dashboard at least twice a day;
- close alarms which are in the OK state;
- handle non-OK alarms less than 24 hours old (notify the site administrators according to your NGI's procedures);
- create tickets for alarms older then 24 hours that are not in an OK state;
- escalate tickets to Political procedure (Management/COD) if necessary (in the Dashboard);
- monitor and update any GGUS tickets up to the solved status (preferably via the Dashboard);
- handle the final state of GGUS tickets not opened from the Dasboard by changing their status to verified.
The exact procedure for handling tickets is described in the section on Dashboard.
Putting a site in downtime for urgent matters
ROD can place a site or a service endpoint (there can be multiple services running on a single host) in downtime in the GOCDB if it is either requested by the site, or if ROD sees an urgent need to do it. Note: This is actually optional; an NGI may decide on a different policy if the site admins are not happy with ROD setting downtimes for them. However, it should be considered mandatory in case of urgent security incidents.
ROD may also suspend a site, under exceptional circumstances, without going through all the steps of the escalation procedure. For example, if a security hazard occurs, ROD must suspend a site on the spot in the case of such an emergency. It is important to know that COD can also suspend a site in the case of an emergency, for example as a result of a security incident or lack of response.
In both scenarios, it is important that ROD communicates their actions to all involved parties.
Notifying COD and EGI CSIRT about urgent matters
ROD should create tickets to COD in the case of urgent matters. For security related issues, ROD should also notify the CSIRT duty contact.
ROD is also responsible for propagating actions from COD down to sites (this occurs rather infrequently, though).