When you create a new ticket in the UKIROC project (virtual helpdesk)
there is a field at the bottom called syncwithGGUS which is set to No by
default. If you don't change this to Yes then the ticket remains within
UKI and won't be visible to GGUS. As long as we have agreement so that
the helpdesk know how to ditinguish tickets you raise about your own
site and those that do need to go somewhere else then the existing
helpdesk should be OK.
That said, there are obviously conditions on this SLD. Before it comes
into effect we should see an improvement in the quality of assignment. I
see tickets assigned for no good reason. COD tickets based on SAM test
failures are more reliable but I see other more dubious examples.
John
> -----Original Message-----
> From: Testbed Support for GridPP member institutes
> [mailto:[log in to unmask]] On Behalf Of Coles, J (Jeremy)
> Sent: 26 October 2007 18:45
> To: [log in to unmask]
> Subject: Re: Will I be penalised for opening tickets for my site?
>
> Hi Duncan
>
> It mentions GGUS, so my first thought would be to raise the
> ticket via Footprints (i.e. the UKI ROC helpdesk) directly.
> We are though intending to develop metrics based on tickets
> in this UKI helpdesk. At the moment there is no way to create
> a ticket with "No" priority or a status which would
> sufficiently distinguish it such as "Internal". I can explore
> the possibilities with Stephen McAllister.
>
> I think this is the reason that Olivier worked with Philippa
> to create a London helpdesk as a sub-project within
> Footprints. Unfortunately it seems we can not maintain
> another helpdesk service like this and there was nobody to
> drive it from the London side so it has not been used. It is
> a good topic for discussion. Do the other Tier-2s rely on
> site ticketing systems to track Tier-2 internally identified
> problems or simply not bother?
>
> Thanks,
> Jeremy
>
> > -----Original Message-----
> > From: Testbed Support for GridPP member institutes [mailto:TB-
> > [log in to unmask]] On Behalf Of Simon George
> > Sent: 26 October 2007 15:46
> > To: [log in to unmask]
> > Subject: Re: Will I be penalised for opening tickets for my site?
> >
> > Good question.
> > It would be nice to be able to open internal (site or T2) tickets
> which
> > do not get counted for these metrics.
> >
> > Duncan Rand wrote:
> > > Hi
> > >
> > > I would like to use footprints to track issues at my sites (one of
> the
> > > suggestions from the site review). However, looking at
> > >
> > > https://edms.cern.ch/file/860386/0.5/EGEE-Draft-SLD-v0.8.pdf
> > >
> > > I see
> > >
> > > "A site must respond to GGUS incidents within two hours, resolve
> > > incidents within five days, and update ticket status
> every 48 hours.
> > > Missing any of these metrics on an incident constitutes a
> violation."
> > >
> > > Will I be penalised for opening tickets for my site?
> > >
> > > Duncan
>
|