Feedback from joining and first COD shift M.Radecki on behalf of CE ROC COD-7, Lyon, France
Agenda Tools Procedures Handling tickets (hard cases)
Tools Very helpful toolbox. –GSTAT,GGUS, Certificate lifetime monitor no problems –SFT results not updated during weekend –CIC-portal new portal is really powerful! Lavoisier Service –unavailable temporarily, –sometimes status displayed didn’t match with GSTAT –Own scrpits for checking : if a site is in TOP LEVEL BDII (BDII:2170) if GRIS on SE is working (SE:2135)
Procedures New COD team registration –CIC manager need to register as a COD member also Operations Manual (OM) – life can hardly be embraced by any procedure… –not working web references (8) –OM should reflect CIC portal functionality p.10 diagram says: –„Close ticket” „Quarantine” – should be expressed in terms of „Site OK” „Quarantine”, –„Solve ticket” – no such functionality in CIC-portal sec. 6.4: set „Quarantine” if a problem was „bigger”, but ROCs always set „Site ok.” –Site OK Quarantine –Quarantine Site OK. –sec. 7.2: Infinite downtimes „close ticket and contact the associated ROC” Do we really close the ticket? What’s the message for ROC? –Assigning priorities: Looks like not only #CPU is taken into account but also severity of the problem „CA rpms high priority”
Handling tickets (hard cases) Ticket masking –if a ticket reports more critical problem it masks the others related to that site i.e. expiration date of the other tickets is set (extended) according to the expiration date the masking (more critical) ticket –Proposed masking hierarchy: 1.JL 2.JS 1.GFAL 1.RM (?) –Relation between tickets: A site has JL and GIIS down – which problem to submit? –Sumit the one only and (probably) the origin (in our case GIIS) Procedures to be written in OM: –Uncertified site: close all tickets. –Site with SD: set „Site OK” and extend tickets according to SD end date What if it comes back with the same errors? „1st mail?”
Questions How to/what’s the procedure to define a new ticket template in CIC portal?