Difference between revisions of "WI03 RC and RP OLA violation report followup"
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Revision as of 14:42, 24 September 2012
|Main||EGI.eu operations services||Support||Documentation||Tools||Activities||Performance||Technology||Catch-all Services||Resource Allocation||Security|
Internal procedure for COD - Availability and reliability work instruction for COD
This page describes steps which should be taken by COD shifter to follow availability/reliability issues.
When GGUS ticket about availability/reliability metrics is assigned to COD:
|1||Add ticket url to Underperforming_sites_and_suspensions page|
|2||Ava/Rel report review|
|1||Prepare 'sites for suspension' list: Look at availability metics for two previous months in AR report and the current one. If all are below 70% then sites qualifies for suspension.
Check if the site was mentioned in List of sites for which the availability followup procedures were not applicable page. In some cases there could be no need to open a ticket.
|2||Prepare 'sites to be asked for explanation' list: Look at current months in AR report. If Ava. is below 70% or Rel. below 75% then sites qualifies to be asked for explanation. This list should be prepared according to requirements for input file for ticket generator.
Check if the site was mentioned in List of sites for which the availability followup procedures were not applicable page In some cases there could be no need to open a ticket.
|3||Create tickets for each case as a child to the tickets assigned to COD|
|1||For 'sites for suspension' list please use ticket generator|
|2||For 'sites to be asked for explanation' list please use ticket generator|
|Within 10 working days from when the tickets are created.||4||
Handling of sites below targets
When explanation is provided and is found satisfactory put as a solution of the ticket
'The explanation is satisfactory. Thank you!'.
After that you should set child ticket to 'verified' status.
|After 10 working days from when the tickets are created.||5||Final actions.|
|1||Handling of sites that are eligible for suspension
|2||Handling of sites below targets
If the explanation is not given in due time, or the explanation is found inadequate, COD send mail to NGI/ROC manager with CC to ROD and GGUS:
Dear XX I would like to inform you that 10 working days passed. Please make the site react on the ticket or suspend the site within 3 days. If NGI will not react COD will suspend the site on the 4th day. Best Regards XXX On behalf of COD team
|6||Prepare summary report (it should be placed in parent ticket):
|7||Update List of sites for which the availability followup procedures were not applicable page. Put here outstanding cases which should be recorded. This could be used for example to avoid opening a ticket next month for a solved issue.|
|8||Update Underperforming_sites_and_suspensions page.|
MR: what do we do with sites marked with "n/a"?
MK: we don't take into account months with "N/A"
In grid view NGIs/ROCs are named differently then in GGUS. You should change NGI/ROC name according to GGUS.
Request for explanation
Subject:$SU/$siteName - availability/reliability statistics for $date Dear $SU, According to recent availability/reliability report $siteName has achieved poor performance Ava. $availability Rel. $realiability. More details: https://wiki.egi.eu/wiki/Availability_and_reliability_monthly_statistics. Could you please provide explanations for poor performance of the $siteName site? Your explanation must be returned within 10 working days from when the ticket is created. If the explanation is not given in due time, or the explanation is found inadequate, COD escalation procedure will be followed https://wiki.egi.eu/wiki/Operations:COD_Escalation_Procedure If the site was certified during last month please close this ticket and put this info in a ticket solution field. There is known bug in report generation tool being worked on. Best Regards, EGI Central Operator on Duty
Site for suspension
Subject:$SU/$siteName site suspension Dear $SU, According to recent availability/reliability report $siteName has achieved poor performance below target Ava. 50% or Rel. 50% in three consecutive months. More details: https://wiki.egi.eu/wiki/Availability_and_reliability_monthly_statistics. According to procedures approved on OMB 17.08, site will be suspended within 10 working days unless the NGI intervene. If you think that the site should not be suspended please provide justification within 10 working days. Best Regards, EGI Central Operator on Duty
How to use ticket generator
current version of the script: 3.0
- bulk child ticket creation
- 'assigned to' set
- 'affected site' set
- 'type of problem' set to Operations
- Configure the script.
In start-explanations.pl/start-suspend.pl file at the beginning of the script you have to fill in following variable:
# PRODUCTION my $endpoint = "https://gusiwr.fzk.de/arsys/services/ARService?server=gusiwr&webService=Grid_HelpDesk"; my $user = ""; # login to GGUS web-services my $pass = ""; # password to GGUS web-services # Submitter data, Those data will be used as submitter's data to create tickets my $Mail = ""; # your email address my $DN = ""; # your DN my $Name = ""; # Name and Surname
- Prepare input file.
The input plain file format for both scripts is as follow:
ROC/NGI support unit in GGUS; Site name; Availability; Reliability;
Remember that in each line should be one site and the number of semicolons should be always 4. For start-suspend.pl script Availability and Reliability values are omitted but semicolons are necessary.
NGI_PL; CYFRONET_LCG2; 50%; 10%; NGI_PL; IFJ-PAN; 15%; 3%;
- Execute the tool
Login to machine with perl installed and execute the script as follow:
perl start-explanations.pl/start-suspend.pl PARENT_TICKET_ID "DATE" FILE_NAME
PARENT_TICKET_ID - number of "Availability/reliability statistics for *" ticket
DATE - date of the report. Format: "month year"
FILE_NAME - file with input availability/reliability data
perl start-explanations.pl 4121 "May 2010" dane.txt
- If the site explaining that site administrator was on holidays put as a solution "This time the explanation is found satisfactory, although for the future in case of administrators holidays site should provide administrator deputy. If it is not possible then NGI should put site which is failing in downtime. Thank you!". Close the ticket and verify it.