I'm not sure what you are trying to say Alessandra. The fact that sites react to the original NOTIFY SITE is a bonus, not a reason for the helpdesk to ignore the ticket. If a site starts working on an assigned ticket then they should change the status. No need to wait for the helpdesk. The fact that you mention this case suggests it doesn't always happen.
Not all tickets are team tickets and not all tickets use NOTIFY SITE. We need a process that makes sure we don't miss tickets. If that means some duplicate notifications when both methods are used then so be it. Anyway it is the NGI assignment that adds the T2 coordinators etc.
I know there are still bugs with too many notifications on top of this. A couple of weeks ago I was getting separate reminders for each open UK ticket so it has improved a lot. There was also a bug where adding an attachment generated two notifications.
John
-----Original Message-----
From: Alessandra Forti [mailto:[log in to unmask]]
Sent: 05 December 2011 17:57
To: Testbed Support for GridPP member institutes
Cc: Gordon, John (STFC,RAL,ESC)
Subject: Re: Changing tickets to "in progress"
> Well you guys use this more than I do but I thought that team and
alarm tickets only 'notify' the siute
> - ie send an email pointing at the GGUS ticket, they don't actually
assign the ticket.
> The pulldown assign is only for SUs; the assign to email box is
filled in my the NGI helpdesk, not the team ticket. John
Indeed they are not assigned but they have no reason not to be. The
notification is redundant. Infact more often than not the ticket is in a
well advanced state by the time the NGI SU changes its status.
cheers
alessandra
>> -----Original Message-----
>> From: Alessandra Forti [mailto:[log in to unmask]]
>> Sent: 05 December 2011 12:56
>> To: Testbed Support for GridPP member institutes
>> Cc: Gordon, John (STFC,RAL,ESC)
>> Subject: Re: Changing tickets to "in progress"
>>
>> 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]
>>>>>
>>>>>
>>>>>
>> ***********************************************************************
>>>> **********
>>>>> This is an automated mail. When replying don't change the subject
>>>> line!
>>>>> Type your text above this box and S T R I P P R E V I O U S M A
>> I
>>>> L
>>>>> S please!!
>>>>>
>> ***********************************************************************
>>>> **********
>>>>> 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
>>>>> Imperial College
>>>>> Tel: +44-(0)20-75947810
>>>>> http://www.hep.ph.ic.ac.uk/~dbauer/
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