Difference between revisions of "Ticket follow-up"
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The ticket follow-up task includes: | The ticket follow-up task includes: | ||
| − | 1. Undertaking a weekly review of | + | 1. Undertaking a weekly review of [https://ggus.eu/index.php?mode=ticket_search&supportunit=NGI_UK UKI GGUS tickets] |
| − | + | * https://ggus.eu/index.php?mode=ticket_search&supportunit=NGI_UK | |
| − | + | * Read general issues and responses and raise ongoing issues to ops team | |
| − | + | * To spot related issues | |
| − | + | * To help prevent tickets getting "stuck". | |
| + | * The first review of the month will cover all open tickets - although some repeat offenders may be glossed over and instead brought up in the Ops meetings. | ||
| + | * ''New for Autumn 2014'' - check site status' on the VO Nagios: [https://vo-nagios.physics.ox.ac.uk/nagios/cgi-bin/status.cgi?host=all&servicestatustypes=16&hoststatustypes=15 VO Nagios] | ||
2. Provide a short commentary on problems experienced in the last week. | 2. Provide a short commentary on problems experienced in the last week. | ||
| − | + | 3. Take a regular look at the types of ticket being raised in GGUS | |
- reviewing the subject headings etc. to help us spot problems early or link our user issues with wider grid issues | - reviewing the subject headings etc. to help us spot problems early or link our user issues with wider grid issues | ||
| − | + | 4. Watch for ticket escalations and alert the ops team | |
- Generally monitored via https://gus.fzk.de/download/escalationreports/roc/html/2011mmdd_EscalationReport_ROCs.html where dd | - Generally monitored via https://gus.fzk.de/download/escalationreports/roc/html/2011mmdd_EscalationReport_ROCs.html where dd | ||
is typically a Monday. These reports can be auto-generated. | is typically a Monday. These reports can be auto-generated. | ||
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Matt's Comments for Ops Review on the 17/2/12: | Matt's Comments for Ops Review on the 17/2/12: | ||
| − | Progress in this area have been "okay". The passive (easy?) portion of the task (weekly review) has been adequetly fufilled. At the start of the month it was decided to step things up, but due to usual issues (leave, local disasters) this hasn't achieved fruition. With the "in progress" issue being resolved there'll (possibly) be extra need for more regular ticket checks and site poking. Also I should engage the | + | Progress in this area have been "okay". The passive (easy?) portion of the task (weekly review) has been adequetly fufilled. At the start of the month it was decided to step things up, but due to usual issues (leave, local disasters) this hasn't achieved fruition. With the "in progress" issue being resolved there'll (possibly) be extra need for more regular ticket checks and site poking. Also I should engage the year in industry students and collegues and establish a working relationship with them. |
| − | |||
| − | + | =========================== | |
| + | |||
| + | For hardcore ticket enthusiasts the weekly bulletin's are recorded here: | ||
| + | |||
| + | https://www.gridpp.ac.uk/wiki/Past_Ticket_Bulletins <br /> | ||
| + | https://www.gridpp.ac.uk/wiki/Past_Ticket_Bulletins_2013 <br /> | ||
| + | https://www.gridpp.ac.uk/wiki/Past_Ticket_Bulletins_2012 | ||
| + | |||
| + | |||
| + | [[Category:GridPP Operations]] | ||
Latest revision as of 15:18, 25 February 2016
This is a core operations team activity.
The ticket follow-up task includes:
1. Undertaking a weekly review of UKI GGUS tickets
- https://ggus.eu/index.php?mode=ticket_search&supportunit=NGI_UK
- Read general issues and responses and raise ongoing issues to ops team
- To spot related issues
- To help prevent tickets getting "stuck".
- The first review of the month will cover all open tickets - although some repeat offenders may be glossed over and instead brought up in the Ops meetings.
- New for Autumn 2014 - check site status' on the VO Nagios: VO Nagios
2. Provide a short commentary on problems experienced in the last week.
3. Take a regular look at the types of ticket being raised in GGUS - reviewing the subject headings etc. to help us spot problems early or link our user issues with wider grid issues
4. Watch for ticket escalations and alert the ops team - Generally monitored via https://gus.fzk.de/download/escalationreports/roc/html/2011mmdd_EscalationReport_ROCs.html where dd is typically a Monday. These reports can be auto-generated.
==========
Notes on the Ticket follow-up task from Ops meeting 7/11/11:
A. Define and encourage ticket "best practice"
- The "in progress issue".
- When to wait for reply, when to solve, when to reassign.
B. GGUS use support.
- Particularly for "minor" VOs.
C. Submit tickets on behalf of GridPP (?)
- Or at least track them.
D. GGUS feedback
- Ticketting the ticket system.
E. Be cc'd in all UK tickets? *shudder*
===============
Matt's Comments for Ops Review on the 17/2/12:
Progress in this area have been "okay". The passive (easy?) portion of the task (weekly review) has been adequetly fufilled. At the start of the month it was decided to step things up, but due to usual issues (leave, local disasters) this hasn't achieved fruition. With the "in progress" issue being resolved there'll (possibly) be extra need for more regular ticket checks and site poking. Also I should engage the year in industry students and collegues and establish a working relationship with them.
===============
For hardcore ticket enthusiasts the weekly bulletin's are recorded here:
https://www.gridpp.ac.uk/wiki/Past_Ticket_Bulletins
https://www.gridpp.ac.uk/wiki/Past_Ticket_Bulletins_2013
https://www.gridpp.ac.uk/wiki/Past_Ticket_Bulletins_2012
