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.
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.
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.
Thanks,
John
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