On 08/12/11 23:12, John Gordon wrote:
> Is everyone happy that ATLAS floods lots of sites with tickets like this?
> Or would it be better to ask them to send a list to the NGI and then you
> could handle them as a team. I suspect that if one person got to the
> bottom of the issue there would be far less effort expended in total.
Yes I agree. That one person shouldn't have to produce documentation
though - they should just sanity check what comes out of ATLAS. In
particular they should ensure that sufficient detail is included in the
ticket (which it wasn't in this case - or they would have spotted that
the ticket is a load of rubbish). Furthermore, they don't actually
mention that lots of other sites have got similar tickets - which is
always useful to know.
After sanity checking - an probably an e-mail to tb-support, I don't
actually object to ATLAS filing the tickets centrally. The other thing
that is lacking is information on why the change is needed and how
important it is to make it (any change has a probability of going wrong).
What one wishes to avoid is filing huge numbers of tickets with
insufficient and/or incorrect information. At least this one wasn't
filed at 5pm on a Friday with "Top priority" just before the submitter
went on holiday for a week.
This is one of the things where the helpdesk can add significant value -
they can identify that lots of similar tickets have been filed, but
don't reference each other (and therefore probably have a similar cause)
and bring them to to our attention.
Chris
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> GGUS ticket #77186 was updated.
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> REFERENCE LINK: https://ggus.eu/ws/ticket_info.php?ticket=77186
> SUBJECT: SITE_NAME env variable on WNs not defined for all the CEs
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