Difference between revisions of "WI01 ROD certification ticket handling"

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# 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.
{{Template:Op menubar}} {{Template:GO menubar}} {{TOC_right}}
# Set "operational-documentation-ngi-manuals@egi.eu" as involved in the ticket. This is an instruction for OD management to include the RODmailing list in the documentation.
# Send an e-mail to the new ROD highlighting the following:
## That this is the new ROD team certification procedure
## That they should confirm they are aware of their duties as described in the Operations Manual - ROD section
## Inform them that their e-mail address will be subscribed to the all-operator-on-duty mailing list
# Set the e-mail "reply-to" to manager-central-operator-on-duty@mailman.egi.eu
# Wait for the reply and Copy-paste the reply to the GGUS ticket (do not wait for the new ROD SU in GGUS to be created - wastes time)
# Register the new ROD team to the 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 the Ops. Man. in the 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.


Dear XXX ROD team,
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,
   
   
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.
In order to get your ROD team certified the person replying to this
 
e-mail should confirm the following:
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
a) she/he represents the XXX ROD team (this can be done by any member of the ROD team)
of the ROD team)
 
b) that the ROD team knows the duties and is familiar with EGI Operational
b) that the ROD team knows the duties and is familiar with information on the ROD wiki page:  
Procedures, in particular the ROD part:
https://wiki.egi.eu/wiki/Regional_Operator_on_Duty
    https://documents.egi.eu/public/ShowDocument?docid=15
In particular with Manuals and procedures section:
(Note: there is also a version currently available at
https://wiki.egi.eu/wiki/Regional_Operator_on_Duty#Manuals_and_procedures
    https://edms.cern.ch/document/840932
 
EGEE-III-SA1-840932-OperationalProceduresforROD-v2.0 )
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.
 
   
   
Once you have confirmed the above, the XXX ROD e-mail address will be added
If you have any questions or concerns please contact EGI Operations support team
to the EGI Operational Documentation and subscribed to the
(operations-support AT mailman.egi.eu) which is willing to help you.
    all-operator-on-duty@mailman.egi.eu
 
mailing list, which is an official communication channel for all certified
On behalf of Operations and e-Infrastructure Oversight
ROD teams.
and the EGi Operations,
XXX XXX
On behalf of Operations and e-Infrastructure Oversight
</pre>
andthe Central Operator on Duty (COD),
Put an information into the ticket that mail was send.
XXX XXX
 
|-
| 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"