USAG meeting - Theme: Future of ticket triage (TPM).

28-R-006 (CERN)



User Support Advisory Group (USAG) meeting This group is, in EGEE III, the successor of the EGEE II Executive Support Committe (ESC).

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0122457 (Participant)
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  1. Agenda approval
  2. Comments on minutes from the February 26th USAG meeting [here]
  3. Continuous user support assessment as required by MSA-1.6 via the weekly escalation reports
  4. Future of ticket triage (TPM).
    Torsten attended the SA1 f2f meeting in Catania last month and was asked together with the user support team + USAG to investigate and come back with a proposal on the Future of ticket triage (TPM).
    Taking into account:
    1. The volume of tickets in the last months,
    2. The originating VOs,
    3. The user support strategy of the VOs (some LHC VOs do their one triage before, use of Direct Site Notification etc),
    who will provide the effort: central or NGIs, automated triage based on user certificate?
    This is the first of a series of USAG meetings where we are called to shape the User Support strategy in the last year of EGEE and in view of EGI. It is important for us to think carefully where (how much decentralised) we wish ticket triage, alias 1st Level Support, alias TPM services to take place.
  5. Review Action List [go to point 8 of these notes.]
  6. A.O.B.
    It's show time folks, again! This week since March 30th : LHC experiment VOs to perform an ALARM ticket test (full round from opening to ticket closing) to Tier1s. [savannah ticket #107452] and [testing rules]. Summary reports must be sent to by tomorrow, April 3rd, at the latest!
  7. Next meeting date: Thu 30 Apr 2009 @ 9:30 CET ! (Algorithm: Last Thursday of the month)
Last Update: 2009-03-23 by M.Dimou
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