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CompOpsPoliciesSiteSupportTickets
(2014-07-14,
JohnArtieda
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---+ Site Support Team - Documentation<br />Ticketing Policies %TOC{depth="3"}% ---++ 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 [[https://dashb-ssb.cern.ch/dashboard/request.py/siteview#currentView=Site+Readiness&highlight=true][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 [[https://github.com/CMSCompOps/MonitoringScripts/tree/master/GGUS][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 * look in [[https://cmsweb.cern.ch/sitedb][sitedb]] * 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 %RED%TBD%ENDCOLOR% * needed: procedure how to determine how long a site has been in the waiting room %RED%TBD%ENDCOLOR% * 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
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JohnArtieda
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