Dear All
Having now experimented with a standard sysadmin's view of GGUS tickets (thanks to Santanu) I can confirm that everyone should* have the ability to alter the required ticket fields to change the assignments and notifications on a GGUS ticket. This means that if a ticket is wrongly assigned you can reassign it correctly or push it back to the NGI_UK helpdesk - what we need to put into place though are a series of instructions that can be referenced.
* I say should here because when testing on different browsers/OSes we found (rather oddly) that Firefox on one Ubuntu instance in Santanu's case showed the ticket details but had none of the Modify Section, whereas on his Mac and on another Linux session the browser worked fine and showed the section. So if you are in doubt please take a look at this ticket https://ggus.eu/ws/ticket_info.php?ticket=77004 and if you do not see towards the bottom "Modify section Ticket-ID: 77004" and below that line drop down menus for things like "Assign ticket to specific person(s)..." please could you let me know.
You are more than welcome to play around with https://ggus.eu/ws/ticket_info.php?ticket=77004 if you want to test assigning the ticket to yourself or notifying your site - be aware though that if several people edit at the same time overwrites can happen. Perhaps make a note in the internal diary when you are starting a test and then another note when finished.
In performing these tests it became apparent that if your site is selected under "Notify Site" and then the ticket is also assigned using the email addresses here https://www.gridpp.ac.uk/deployment/support/index.html (which currently happens), the site admin list gets emailed twice with the same updates with the only difference being a general update (Ticket assigned for example) and a specific update (Ticket assigned to you). I know this has been mentioned before but I can see why now and we should think about whether to leave the Notify option alone if assigning directly to a site.
We can review these things at the ops meeting tomorrow.
Jeremy
On 2 Dec 2011, at 22:37, Jeremy Coles wrote:
>> Maybe people should just change the assignment to Jeremy :)
>
> I'm fine with that (though a list with me plus others on it may be better), but I need to check that people other than 'supporters' have the ability to make the assignment. I'll test what gets sent when a ticket is changed back to assigned and then actually reassigned.
>
>
> Jeremy
>
> On 2 Dec 2011, at 22:13, Stephen Burke wrote:
>
>> Testbed Support for GridPP member institutes
>>> [mailto:[log in to unmask]] On Behalf Of Daniela Bauer said:
>>> You could ask GGUS for an 'incorrect assigned ticket' feature.
>>
>> That's effectively what assigning to the TPM is. In this case the problem is internal to the UK, the question is presumably just how to get the UK helpdesk people to react. John's suggestion of putting the state back to assigned may work, but I'm not sure if GGUS sends the same mail as it does on first assignment. Maybe people should just change the assignment to Jeremy :)
>>
>> Stephen
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