Ewan,
a) not a metric we devised. Imposed by EGI. I don't see much merit in trying to change it - response time is a reasonable thing to ask of us - it is part of the WLCG MoU as well. No point in trying to change everything because we think we can do it better. It's not just Australians who see us as a bunch of whinging poms; we have that reputation in Europe too. I'd rather save my powder for worthwhile fights.
b) We have some smart young students working on the helpdesk. They are doing what we tell them as well as they can. If we can give them better instructions to get tickets assigned more correctly then please contribute. I see no need to be dismissive of or abusive to them. If you guys want to take on the task of assigning tickets within a few hours please volunteer. As someone said earlier, (some) other NGIs have their helpdesks staffed by experienced supporters - Claire and John can find plenty other things for the students to do.
John
-----Original Message-----
From: Testbed Support for GridPP member institutes [mailto:[log in to unmask]] On Behalf Of Ewan MacMahon
Sent: 05 December 2011 13:14
To: [log in to unmask]
Subject: Re: Changing tickets to "in progress"
> -----Original Message-----
> From: Testbed Support for GridPP member institutes [mailto:TB-
> [log in to unmask]] On Behalf Of John Gordon
>
> 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.
>
I'm not sure why this is a useful metric - as a ticket submitter
I really don't care how long it takes for my issue to be seen
by someone who knows nothing about it, can't help, and doesn't
propose to do anything anyway.
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