Difference between revisions of "WI01 ROD certification ticket handling"

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(Work instruction to handle new ROD certification GGUS tickets)
 
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# Get e-mail address to new ROD from Parent ticket if not there then re-assign the ticket to parent ROC asking for completing the data...
+
{{Template:Op menubar}} {{Template:GO menubar}} {{TOC_right}}
# Set operational-documentation-ngi-manuals@egi.eu as involved in the ticket. This is for OD management.
 
# Send an e-mail to new ROD highlighting the following:
 
## this is new ROD team certification procedure
 
## they should confirm they are aware of their duties which are described in Operations Manual - ROD section (link)
 
## inform their e-mail address will be subscribed to all-operator-on-duty mailing list
 
# Set the e-mail "reply-to" to manager-central-operator-on-duty@mailman.egi.eu
 
# Wait for reply and Copy-paste reply to GGUS ticket (do not wait for new ROD SU in GGUS - wasting time)
 
# Register new ROD team to all-operator-on-duty mailing list
 
# Wait for confirmation from Vera (if not already in the ticket)
 
# OD: put an acknowledgement that you'll update Ops. Man. in ticket.
 
# Close the GGUS ticket
 
  
Below is an e-mail template which should be sent from COD to ROD:
+
= Work instruction to handle new ROD certification GGUS tickets  =
 +
 
 +
The purpose of this page is to provide detailed instruction that specify exactly what steps to follow to carry out this activity.
 +
 
 +
Steps:
 +
 
 +
{| align="center" cellspacing="0" cellpadding="5" border="1"
 +
|-
 +
! Step
 +
! Action
 +
|-
 +
| 1
 +
| '''Get the e-mail address (mailing list) for the new ROD''' from the parent ticket. If it is not on the parent ticket then re-assign the ticket to the parent ROC asking them to complete the data.
 +
|-
 +
| 2
 +
| '''Send an e-mail to the new ROD'''
 +
*Set the e-mail '''"CC and reply-to" to operations@egi.eu'''
 +
<pre>Subject: XXX ROD team certification
  
 
Dear XXX ROD team,
 
Dear XXX ROD team,
 
+
 
Your XXX NGI is currently being established and one of the steps is
 
Your XXX NGI is currently being established and one of the steps is
 
the certification of the new Regional Operator on Duty (ROD) team.
 
the certification of the new Regional Operator on Duty (ROD) team.
 +
 +
Before you confirm below statements please propagate the following page to all
 +
of your ROD team members: https://wiki.egi.eu/wiki/Regional_Operator_on_Duty_welcome
  
 
In order to get your ROD team certified the person replying to this
 
In order to get your ROD team certified the person replying to this
 
e-mail should confirm the following:
 
e-mail should confirm the following:
 +
 +
a) she/he represents the XXX ROD team (this can be done by any member of the ROD team)
  
a) she/he represents the XXX ROD team (this can be done by any member
+
b) that the ROD team knows the duties and is familiar with information on the ROD wiki page:
of the ROD team)
+
https://wiki.egi.eu/wiki/Regional_Operator_on_Duty
b) that the ROD team knows the duties and is familiar with EGI Operational
+
In particular with Manuals and procedures section:
Procedures, in particular the ROD part:
+
https://wiki.egi.eu/wiki/Regional_Operator_on_Duty#Manuals_and_procedures
    https://documents.egi.eu/public/ShowDocument?docid=15
 
  
(Note: there is also a version currently available at
+
The XXX ROD e-mail address will be added to the EGI Operational Documentation and subscribed to the all-operator-on-duty at mailman.egi.eu
    https://edms.cern.ch/document/840932
+
mailing list, which is an official communication channel for all certified ROD teams.
EGEE-III-SA1-840932-OperationalProceduresforROD-v2.0 )
 
  
Once you have confirmed the above, the XXX ROD e-mail address will be added
+
to the EGI Operational Documentation and subscribed to the
+
If you have any questions or concerns please contact EGI Operations support team
    all-operator-on-duty@mailman.egi.eu
+
(operations-support AT mailman.egi.eu) which is willing to help you.
mailing list, which is an official communication channel for all certified
 
ROD teams.
 
  
 
On behalf of Operations and e-Infrastructure Oversight
 
On behalf of Operations and e-Infrastructure Oversight
andthe Central Operator on Duty (COD),
+
and the EGi Operations,
 
XXX XXX
 
XXX XXX
 +
</pre>
 +
Put an information into the ticket that mail was send.
 +
 +
|-
 +
| 3
 +
| '''When reply received Copy-paste the reply''' to the GGUS ticket
 +
|-
 +
| 4
 +
| If all steps completed: '''Close''' the GGUS ticket
 +
|}
 +
 +
= Revision history  =
 +
 +
{| class="wikitable"
 +
|-
 +
! Version
 +
! Authors
 +
! Date
 +
! Comments
 +
|-
 +
|
 +
| Alessandro Paolini
 +
| 2016-06-07
 +
| "EGI Operations Support" was decommissioned, changed all the references to "Operations"
 +
|-
 +
|
 +
|
 +
|
 +
|
 +
|}
 +
 +
[[Category:Infrastructure_Oversight]]

Latest revision as of 16:13, 7 June 2016

Main EGI.eu operations services Support Documentation Tools Activities Performance Technology Catch-all Services Resource Allocation Security


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



Work instruction to handle new ROD certification GGUS tickets

The purpose of this page is to provide detailed instruction that specify exactly what steps to follow to carry out this activity.

Steps:

Step Action
1 Get the e-mail address (mailing list) for the new ROD from the parent ticket. If it is not on the parent ticket then re-assign the ticket to the parent ROC asking them to complete the data.
2 Send an e-mail to the new ROD
  • Set the e-mail "CC and reply-to" to operations@egi.eu
Subject: XXX ROD team certification

Dear XXX ROD team,
 
Your XXX NGI is currently being established and one of the steps is
the certification of the new Regional Operator on Duty (ROD) team.

Before you confirm below statements please propagate the following page to all 
of your ROD team members: https://wiki.egi.eu/wiki/Regional_Operator_on_Duty_welcome

In order to get your ROD team certified the person replying to this
e-mail should confirm the following:
 
a) she/he represents the XXX ROD team (this can be done by any member of the ROD team)

b) that the ROD team knows the duties and is familiar with information on the ROD wiki page: 
https://wiki.egi.eu/wiki/Regional_Operator_on_Duty
In particular with Manuals and procedures section:
https://wiki.egi.eu/wiki/Regional_Operator_on_Duty#Manuals_and_procedures

The XXX ROD e-mail address will be added to the EGI Operational Documentation and subscribed to the all-operator-on-duty at mailman.egi.eu 
mailing list, which is an official communication channel for all certified ROD teams.

 
If you have any questions or concerns please contact EGI Operations support team 
(operations-support AT mailman.egi.eu) which is willing to help you.

On behalf of Operations and e-Infrastructure Oversight
and the EGi Operations,
XXX XXX

Put an information into the ticket that mail was send.

3 When reply received Copy-paste the reply to the GGUS ticket
4 If all steps completed: Close the GGUS ticket

Revision history

Version Authors Date Comments
Alessandro Paolini 2016-06-07 "EGI Operations Support" was decommissioned, changed all the references to "Operations"