T2 Support

Intend is to better organize the support of T2 sites through savannah tickets and clarify the roles the sites and also central operations have in finding solutions. The goal is to have all T2 sites functional 100% of the time and quick turn around in solving issues and problems. Most common areas of support:

  • HammerCloud (replaced the JobRobot) issues
  • Transfer issues
  • Data consistency issues (files on disk vs. catalogues)

Most common central operations savannah squads:

  • cmscompinfrasup-dataops
  • cmscompinfrasup-datatransfer
  • cmscompinfrasup-hammercloud
  • cmscompinfrasup-sam
  • and others

Savannah tickets

  • Expected average response time: 1 business day.
    • Central operations cannot help you if sites don't respond.
  • Please acknowledge tickets.
    • It is very important that sites acknowledge tickets they receive when they start working on the problem by posting a comment.
    • This information will be used to collect statistics about the average response time of tickets per site.
  • Correct assignment and re-assignment of tickets.
    • When receiving a ticket, a site is expected to investigate the problem thoroughly on their side and solve the problem.
    • If the site cannot solve the problem on their own or needs help from central operations, the site is asked to re-assign the ticket to an appropriate central operations savannah squad.
    • The solution of a ticket in the responsibility of the current assigned squad. Unclear situations should be handled by the CRC.
  • Tickets need to be closed as soon as the issue/problem is solved.
    • 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.
    • This information will be used to collect statistics about the average time it takes to close a ticket.

Available statistics (updated daily)

Measures

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

  • If tickets are not answered or updated for more than 3 business days
    • Bridge to GGUS or if already bridge use the escalate button in GGUS
  • If tickets are not answered or updated for more than 7 business days
    • Reduce ESP credit by 1/52
    • Reduce credit for every ticket that exceeds 7 business days

Special cases

  • user opens savannah ticket to site, site solves the problem but cannot assign the ticket back to user because he is not member of the compinfrasup savannah group
    • site should either keep the ticket or assign to compinfrasup-anaops
  • site filled up the disk (data manager oversubscribed or local users went out of bounds)
    • immediately deactivate all links
  • others?
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Topic revision: r6 - 2012-12-09 - OliverGutsche
 
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