Period examined: The GGUS tickets submitted in the period 2-3/4/2007 (on holiday 5-15/4/2007):Open and click to zoom-in
In this period 7 problematic cases were identified out of a total of 20
submitted tickets:
GGUS ticket #20361 was assigned to the right SU ~20 hours later. The TPM
on shift seemed not to know how to act and another experienced TPM team
member helped. This is an excellent case of mutual TPM training.
--- Diana: new TPM member unaware of procedure of handover via
ticket.
GGUS ticket #20431 was assigned to the right SU ~16 hours later.
--- This is a CIC ticket assigned automatically, maybe the ticket
number is wrong.
Remarks not related to TPM:
GGUS tickets #20360 and #20392 are still not solved (13 days later).
Please discuss the suggestion of adding reminders for a solution to the
TPM tasks.
--- Diana: 20360 is active, last entry was 13-04.
--- Note: this is not a ROC ticket.
--- Diana: 20392 is active, it is a "release ticket", which sometimes
--- stay open to remind PPS team to do something.
Unsolved case without TPM involvement:
GGUS ticket #20363 seems to have been assigned by the user to a SU where
it remains unsolved.
--- Diana: yes, this is probably a wrong assignment, VO support is
probably not the best choice. VOMS support
would have probably been better, but it should be in any case
commented on by VO support.
--- Note: this is not a ROC ticket.
Iterations via GGUS and email continue for the following, very much
overdue, cases:
GGUS ticket #20255 was assigned to the right SU (NE ROC) but nothing happened since March 29th despite
its classification as "Top priority". This is not a TPM but a ROC problem.
--- Diana: Ron said that interaction with the user happened outside
GGUS.
--- This should be investigated, but it is far from clear by
whom. Probably the ROC should give a hint or two on who can help.
GGUS ticket #20256 was assigned to the right SU (French ROC) but nothing happened since March 29th despite
its classification as "Top priority". This is not a TPM but a ROC problem.
--- Diana: yes this ticket is really an example of bad support...
Maria Dimou 2007-04-17