Yes, I spotted yours as it was also highlighted as taking the TPM 36
hours to process. Since you submitted Saturday evening and they assigned
it first thing Monday morning I didn't think this was too bad. Good mark
to the TPM but then they assigned it back to the UKI bad mark:-(
> -----Original Message-----
> From: Testbed Support for GridPP member institutes [mailto:TB-
> [log in to unmask]] On Behalf Of Christopher J.Walker
> Sent: 22 January 2010 12:06
> To: [log in to unmask]
> Subject: Re: Help GGUS
>
> 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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