Difference between revisions of "Ticket follow-up"

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[[Category:GridPP Operations]]
 
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{{KeyDocs|responsible=Matt Doidge|reviewdate=2013-07-29|accuratedate=2013-07-29|percentage=50}}
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{{KeyDocs|responsible=Matt Doidge|reviewdate=2014-04-11|accuratedate=2014-04-11|percentage=50}}

Revision as of 13:32, 11 April 2014

This is a core operations team activity.

The ticket follow-up task includes:

1. Undertaking a weekly review of GridPP GGUS tickets - http://tinyurl.com/44nakdc - Read general issues and responses and raise ongoing issues to ops team - To spot related issues - To help prevent tickets getting "stuck".

2. Provide a short commentary on problems experienced in the last week.

2. 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

3. 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.

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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 "other Matt" and collegues and establish a working relationship with them.

This page is a Key Document, and is the responsibility of Matt Doidge. It was last reviewed on 2014-04-11 when it was considered to be 50% complete. It was last judged to be accurate on 2014-04-11.