John Gordon wrote:
> I'm on a mission to cut out unnecessary message looping in GGUS. I am
> sure you have all seen cases where you have submitted a ticket about a
> problem on your own site and it has been assigned back to you. This is a
> waste of everyone's time and just delays the ticket reaching the desired
> support unit.
>
Excellent - I had one of those just last week - and it was rather annoying.
> I raised it at the meeting which deals with GGUS requirements and asked
> for TPM training. I will also talk to the people in the UKI ROC who
> handle tickets. It would be helpful though if you made it clear in
> tickets you open if you are the system manager at the site mentioned and
> not reporting the problem as a user. The TPMs don't know who all the
> sysadmins are. In theory they could check against GOCDB but that is
> probably too big an overhead to ask for.
This is something that computers are good at - it shouldn't be a manual
step. A "Do you realise that the submitter is an admin at the site, and
do you really want to direct the ticket there" warning might be useful.
The other thing I found somewhat annoying is that when one of our
machines crashed (twice) last weekend, I put the site in unscheduled
downtime - but still ended up with a number of tickets. Some flag in
ggus warning the submitter that the site has a known problem would be
useful for the submitter as well I think.
>
> For example a ticket reporting a misconfiguration at a site by a user
> would rightly be sent to the site. If the ticket is raised by the
> sysadmin to report a bug in YAIM resulting in the misconfiguration then
> you would not expect to get it bounced back. Making the situation clear
> in the ticket will(might) help.
I shall try to make it very explicit in future.
GGUS also gives me a list of tickets I have filed - but not the list of
tickets I'm responsible for fixing. Whilst it is possible to search for
them (remembering to search not just recent tickets), it would mean that
tickets are less likely to be missed if I had a list of them right in
front of me.
Chris
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