Dear Flavia,
I don't know who has to send reminders when tickets are not closed - GGUS
or ROC-UK - but I normally receive reminders from the ticketing system.
Certainly if it has to resort to a single person sending emails to the
LCG-ROLLOUT "to attract attention" something is wrong in the system. It is
only just a case that I read the email you sent, so I don't think it is a
good idea to repeat it.
Please tell Patricia to follow up the ticket next time she doesn't receive
any email.
cheers
alessandra
On Mon, 1 Aug 2005, Flavia Donno wrote:
> Dear Alessandra,
> no procedure established to send tickets to LCG-ROLLOUT as an escalation
> procedure. It was my idea!
> I thought it is a way to actract attention and probably have a response. And
> it looks like I was right ;-)
> There is a well established procedure however to process tickets between GGUS
> and ROC-UK.
> As you can see from the history of the ticket, GGUS received an automatic
> reply to which nothing else followed.
> How did the site in question "try to contact whoever opened the ticket"?
> Patricia did not receive any e-mail. Just a reply to the e-mail GGUS sends
> would do.
> I will try to address this issue at the next GGUS ESC meeting.
>
> I hope that the site can follow the solution provided by Patricia and remove
> the file in question.
> I am sure that Patricia will be happy to provide further details and help.
> Thank you for your kind attention.
>
> Flavia
>
> Alessandra Forti // EOJ wrote:
>
>> Dear Flavia (I believe),
>>
>> I'm not sure that sending tickets to LCG-ROLLOUT is part of any escalation
>> procedure. However, if it is part of an established escalation procedure,
>> can you please direct me to the document where this is stated?
>>
>> BTW
>>
>> [aforti@bohr0003 aforti]$ edg-gridftp-ls -v
>> gsiftp://lcgce0.shef.ac.uk/opt/edg/var/info/dteam
>> total 4
>> -rw-r--r-- 1 dteam 75 Jun 29 16:46 dteam.list
>>
>> The site in question just confirmed me that when they tried to contact
>> whoever opened the ticket and he didn't reply. Maybe this is why the
>> ticket wasn't closed?
>>
>> thanks
>>
>> cheers
>> alessandra
>>
>>
>> On Mon, 1 Aug 2005, Grid HelpDesk wrote:
>>
>>> This is an automated mail.
>>>
>>> When replying, do not change the subject line and type your text above
>>> this line!
>>>
>>> -------------------------------------------------------------------------------------
>>>
>>>
>>> GGUS-Ticket-ID: #2277 - Bad configuration of the /opt/edg/var/info/<vo>
>>> area in the CE
>>>
>>>
>>> Dear all,
>>> this ticket has been open since April and the UK site is still
>>> missconfigured.
>>> Can please somebody in UK take the appropriate action ?
>>>
>>> Thank you.
>>>
>>> Flavia
>>> -------- begin description ---------
>>>
>>> Making edg-gridftp-ls -v
>>> gsiftp://lcgce0.shef.ac.uk/opt/edg/var/info/dteam
>>> It shows:
>>> -rw-r--r-- 1 dteam 0 Apr 18 16:51 dteam.list
>>> Exactly the same for the rest of VOs.
>>> This is bad configured. The 1st time the tool lcg-ManageVOTag is used
>>> creates this file with write permisions for the sgm persons. So after
>>> the configuration of the SE, this *.list files should not exist. In this
>>> sense experiments that want to install software in this site will not be
>>> able to publish the corresponding tag in the Information System and the
>>> following production in this site will not arrive.
>>>
>>> -------- end description ----------
>>
>>
>
--
********************************************
* Dr Alessandra Forti *
* Technical Coordinator - NorthGrid Tier2 *
* http://www.hep.man.ac.uk/u/aforti *
********************************************
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