Site Support Team - Documentation
Ticketing Policies

GOAL

  • to have all T1 and T2 sites functional 100% of the time
  • quick turn around in solving issues and problems - answer to tickets as soon as possible.

Monitoring

  • Use SSB - SR View as a starting point: Look for the GGUS and Savannah metrics
    • This is generated with a script that can be found on github here.
  • Go through all the tickets once or twice a week
    • Categories to keep a look on (in order of priority):
      • Site Readiness
      • Facilities
      • New sites
      • SAM
      • CMS HC
      • Data
  • Any direct question from anyone on a ticket should be answered in a few business days
  • Sites should acknowledge new tickets within a day or so
  • No ticket should go un-updated for more than 7-10 days
    • Only real exception: if the last update to a ticket gives a concrete timescale for when it'll be solved (eg, "Admin is on vacation, will look into this when they return March 7")
  • If these timescales are exceeded, either respond in the ticket or mail the person/people directly asking if there's an update
  • To find folks' contact info
  • For extended non-response escalate the GGUS ticket.

Measures

Following measures can be taken by central operations for sites that don't hold up a reasonable quick response time to site issues.

  • not answered or updated for more than 3 business days
    • use the escalate button in GGUS

  • if ticket is not answered or updated for more than business 3 days
    • Operations Office T2 liaison contacts regional representative by mail

  • if tickets are not answered or updated for more than 7 business days
    • site is moved into Site Status Board waiting room http://dashb-ssb.cern.ch/dashboard/request.py/siteviewhome
      • which means no MC production and also no transfer support
      • site ESP credit can be reduced by the amount of time a site stays in the waiting room
      • needed: procedure how to get out of the waiting room TBD
      • needed: procedure how to determine how long a site has been in the waiting room TBD
    • Regional representative needs to explain to CMS computing management (CRB list) why no response to the ticket was sent
    • In all cases, when a site is put into the waiting room or when the regional representative is contacted, report at next CRB and invitation to site reps to attend the meeting

Miscellany

  • Don't leave tickets open for more than 1 business day to check if the problem is really solved.
  • Don't reopen tickets if the same problem occurs, open a new ticket and refer to the old ticket in the comments.
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Topic revision: r9 - 2014-07-14 - JohnArtieda
 
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