PROC26

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Title Verify helpdesk Support Units are working and perform a periodic review of them
Document link https://wiki.egi.eu/wiki/PROC26
Last modified 1.0
Policy Group Acronym OMB
Policy Group Name Operations Management Board
Contact Group operations at egi.eu
Document Status Final
Approved Date 2018-05-22
Procedure Statement Verify helpdesk Support Units are working and perform a periodic review of them
Owner Alessandro Paolini


Overview

The document describes the process for verifying that the support teams are still able to follow-up the GGUS tickets assigned to their Support Unit. Moreover it is defined a criteria for decommissioning the SUs that don't work any more.

Definitions

Please refer to the EGI Glossary for the definitions of the terms used in this procedure.

The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119.

Entities involved in the procedure

  • GGUS monitoring group, who perform the ticket monitoring
  • EGI Foundation Operations team, who oversight the infrastructure

Activities

  • Review of SU performance (responsiveness):
    • Every 2 weeks GGUS team sends to EGI Operations a report about the unresponsive SUs
    • EGI Operations team contacts the relevant support teams in order to spot any issues in handling the tickets and to speed-up the resolution of them
  • Review of SU relevance and need:
    • GGUS team performs a periodic review of the SUs to check if they still work: the SUs that haven't received any ticket for the last 24 months are eligible to be dismissed
      • GGUS team opens a ticket to the SUs about the possible decommission: if no answer is provided within 28 days, and if the SU is no more relevant, the SU will be decommissioned at the next GGUS release with the consent of EGI Operations team
    • GGUS team opens as well a parent ticket to relate all these tickets, with EGI Operations in copy
      • EGI Operations can provide feedback about the affected SUs and give the final approval for their decommission
  • Review of SU communication channel (validity of contact email addresses)
    • GGUS team notifies EGI Operations as soon as there is a problem with the email addresses behind the SUs
    • EGI Operations contacts the relevant support teams in order to fix the problem

Revision History

Version Authors Date Comments

Alessandro Paolini 2018-04-25 first draft
1.0 Alessandro Paolini 2018-05-22 approved by OMB