Support status report 14-12-2012

As of 2012-12-14 00:01:03.561611, there are 193 open tickets in EMI SUs, of which:
    7 assigned,
    42 in progress,
    132 on hold,
    1 reopened,
    11 waiting for reply.

The tickets in assigned include:
    0 top priority,
    0 very urgent,
    1 urgent,
    6 less urgent.

Assigned ticket detail (per priority):

less urgent :
   (EMI) "nagios-plugins-emi.glexec missing nagios services.cfg and commands.cfg"
   SLA check: OK (Assigned on: 2012-12-09 14:08:05. To be taken in charge before 2012-12-31 09:00:00)

   (gLite SGE Utils) "EMI-2 cream sge dynamic publisher only publishing default values PolicyMaxCPUTime"
   SLA check: OK (Assigned on: 2012-12-05 17:09:49. To be taken in charge before 2012-12-26 17:09:49)

   (Information System Development) "Reporting of disk space used by a VO"
   SLA check: OK (Assigned on: 2012-12-13 14:27:06. To be taken in charge before 2013-01-03 14:27:06)

   (gLite WMS) "A single broken CE causes a WMS to become very slow dealing with all other jobs"
   SLA check: OK (Assigned on: 2012-11-23 15:47:43. To be taken in charge before 2012-12-14 15:47:43)

   (DPM Development) "checksum in DPM"
   SLA VIOLATION: Delay: 1 work days (Assigned on: 2012-11-22 14:55:38. Had to be taken in charge before 2012-12-13 14:55:38)

   (gLite WMS) "EMI repository contains a devil RPM"
   SLA check: OK (Assigned on: 2012-12-03 20:21:44. To be taken in charge before 2012-12-25 09:00:00)

Of the 6 less urgent tickets, 1 violate the SLA 

urgent :
   (VOMS) "EMI-2 VOMS misconfigures remote MySQL database"
   SLA check: OK (Assigned on: 2012-12-11 11:22:46. To be taken in charge before 2012-12-18 11:22:46)

Of the 1 urgent tickets, 0 violate the SLA 

Tickets to be discussed:

PLEASE be aware of the fact that 2nd level support is filling in the ETA fields of new "very urgent" tickets and they monitor how EMI meets the ETA

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Topic revision: r2 - 2012-12-14 - unknown
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