On Sat, Sep 20, 2008 at 12:58 AM, Coles, J (Jeremy) <[log in to unmask]> wrote:
> Hi Ewan/All
>
>> There seems to be a bit of a black hole / backlog at the ROC, last I
>> heard no-one in the UK was getting assigned anything.
>
> I looked into this yesterday and there was a problem affecting the last
> few weeks but recently assignments have been made reasonably quickly.
> New helpdesk staff were waiting for GGUS access but have been trained.
>
> Looking though GGUS at the moment I do not find unassigned tickets. The
> one for Santanu was assigned to the UK ROC at 2008-09-19 17:26 (by Steve
> T) and Santanu was then "involved" (not sure why it is not "assigned")
> by the ROC at 21:44. Steve was involved because the TPM assigned it to
> ROC-CERN at 08:55 (4 minutes after it was created). So in this
> particular case I think the hold up was the incorrect TPM assignment not
> the UK ROC.
It's still a really dreadful system when such an obvious problem takes
13 hours to reach the site concerned. A mistake was made in this case,
but the real mistake in this case is in the workflow of the system
which requires a non-expert TPM to manually assign a ticket when the
submitter knew exactly where the problem was and who should receive
the ticket.
I just had to take Cambridge offline and assign them ticket 41133
myself because, again, nothing would have happened to let them know
they were broken before Monday morning.
>
> If you do notice tickets not getting assigned or being assigned after an
> unacceptable period please let me know so I can check/chase. As a way to
> speed up ticket distribution we are asking the GOCDB advisory group and
> GGUS to consider using a helpdesk field in the GOCDB to populate a
> ticket submission drop-down menu.
As has been said on the dteam list this is so obviously the correct
thing to do I am stunned it even needs to be considered. Introduce it,
populate it initially with the site address and then inform sites they
can change it.
Cheers
Graeme
--
Dr Graeme Stewart http://www.physics.gla.ac.uk/~graeme/
Department of Physics and Astronomy, University of Glasgow, Scotland
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