On 05/12/11 11:08, Jeremy Coles wrote:
> 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.
The proposal then is for "In progress" to mean that the site has seen
the ticket.
When I first started, I set "In progress" when I was actually working on
the ticket - leading to the effect you noted - that I didn't actually
set in progress until shortly before the ticket was solved (or even
didn't get around to setting "in progress".
I think the proposal makes sense - and we should put some documentation
on the wiki about this convention.
Chris
>
> 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 -> [log in to unmask];[log in to unmask];[log in to unmask];[log in to unmask]
>>
>>
>> --
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>> HEP Group/Physics Dep
>> Imperial College
>> Tel: +44-(0)20-75947810
>> http://www.hep.ph.ic.ac.uk/~dbauer/
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