On 05/12/2011 12:00, John Gordon wrote:
> Historically there were certainly sites who were 'notified' directly by GGUS and fixed the problem from that so showed little motivation to then update GGUS. I think that happens less now but I would need convincing that sites would bother with the 'in progress' and not just go to GGUS when it was time to 'solve'.
on the contrary. All the team tickets still notify the site. And infact
often tickets get answered before the NGI changes their status. I always
found this scheme unnecessarily redundant. Team tickets could be
assigned directly to the site without notification as far as I know
there is no technical reason the NGI should step in this process infact
I think the decision was more managerial than technical. It had
something to do with the notification to the NGIs (back then ROCs).
Example
https://ggus.eu/ws/ticket_info.php?ticket=75924
cheers
alessandra
> Apart from that the SU in GGUS is NGI_UK and there is a metric on us for response time. This is measured as the time from assigned to in progress and it is to measure that someone in the UK has seen the ticket. This is why I pushed to have the helpdesk mark them as 'in progress'. It is not ideal to have metrics affect how one uses a system like this but we know that observations or measurements of a system affect it, so that shouldn't be a surprise - the generalized Heisenberg principle.
>
> I'd also like to guard against the temptation for a site to say, 'well actually this isn't a problem for me to handle but it needs my site network expert so I won't mark it in progress until I am certain he is working on it'. That's not what is measured; it is just to show that someone in the UK has looked at it.
>
> John
>
>> -----Original Message-----
>> From: Testbed Support for GridPP member institutes [mailto:TB-
>> [log in to unmask]] On Behalf Of Jeremy Coles
>> Sent: 05 December 2011 11:09
>> To: [log in to unmask]
>> Subject: Changing tickets to "in progress"
>>
>> Hi Daniela
>>
>> This was being discussed again after a few discussions at the HEPSYSMAN
>> meeting at QMUL. Interestingly the decision to move to this way of
>> working happened almost exactly one year ago! There were reasons for it
>> but I detect increasing unhappiness with it at the sites. John Kewley
>> responded to
>> my questions about it last week:
>>
>> " "in progress" is a separate issue, it will need looking at again
>> soon, but our use seemed
>> to be consistent with the reporting discussed at my recent meeting.
>> We can then analyse
>> . Time with the TPM
>> . Time with the NGI
>> . Time with the people who fix it (even if this goes through a cycle
>> of right/wrong people)"
>>
>> The current usage is primarily metrics related but a secondary concern
>> was that people kept forgetting to change the status to "in progress"
>> when they started
>> working on the ticket. If we could be sure that all site admins will
>> remember to change the status then (I think) from a workflow
>> perspective it makes sense to let them do it.
>>
>> Jeremy
>>
>>
>> On 5 Dec 2011, at 10:18, Daniela Bauer wrote:
>>
>>> Hi All,
>>>
>>> Can we please please please advise the UKI helpdesk *not* to set
>>> tickets to 'in progress', but leave that to the site when they have
>>> actually picked up on it ?
>>>
>>> Thanks,
>>>
>>> Daniela
>>>
>>>
>>> ---------- Forwarded message ----------
>>> From:<[log in to unmask]>
>>> Date: 5 December 2011 10:14
>>> Subject: GGUS-Ticket-ID: #77016 "IN PROGRESS" "NGI_UK" "srmcp
>> command fails"
>>> To: [log in to unmask]
>>>
>>>
>>>
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>> ***********************************************************************
>> **********
>>> GGUS ticket #77016 was updated.
>>>
>>> REFERENCE LINK: https://ggus.eu/ws/ticket_info.php?ticket=77016
>>> SUBJECT: srmcp command fails
>>>
>>> =====================
>>> LATEST MODIFICATIONS:
>>>
>>> LAST MODIFIER -> Matt Heeks
>>>
>>> STATUS -> in progress
>>> ASSIGNED TO -> lcg-site-
>> [log in to unmask];[log in to unmask];daniela.bauer.grid@goog
>> lemail.com;[log in to unmask]
>>>
>>> --
>>> -----------------------------------------------------------
>>> [log in to unmask]
>>> HEP Group/Physics Dep
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>>> Tel: +44-(0)20-75947810
>>> http://www.hep.ph.ic.ac.uk/~dbauer/
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