Hello,
in this case I received time ago a GGUS reminders asking me whether the
problem was solved and the ticket could be closed. I repeat the tests and
saw the problems were still there so I reported again.
Cheers,
Patricia
On Mon, 1 Aug 2005, Flavia Donno wrote:
> 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 ----------
> >>>
> >>>
> >>>
> >>
> >
>
--
EUROPEAN LABORATORY FOR PARTICLE PHYSICS -- CERN
Patricia Mendez Lorenzo
IT/GD Division
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