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]
>
>
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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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