Dear Alessandra,
Alessandra Forti // EOJ wrote:
> 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.
Reminders are sent also by GGUS to the established channel with ROC-UK.
That's what normally happens with any ticketing system.
These "reminders" have been ignored up to now. I guess the channel with
UK does not work well and I will bring up this issue to the next GGUS
ESC meeting with the UK representative.
> 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.
Well, beside reminders, GGUS has people on shift who follow the tickets.
At some point I happened to be on shift ...
I am also convinced that there is something wrong in the channel that
was established with UK if GGUS receives no answer.
> 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.
I agree.
> Please tell Patricia to follow up the ticket next time she doesn't
> receive any email.
It is not Patricia's task, but the task of whoever is on shift as Ticket
Processing Manager (TPM).
I do not know what else to do other than sending e-mail to the ROC-UK
contact (this is what the procedure establishes). I did not use the
phone. Probably next time I should, looking on some WEB pages.
Anyway, thank you for your attention.
Patricia will be in contact with the site and put you in CC, I guess.
Flavia
>
>
> 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 ----------
>>>
>>>
>>>
>>
>
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