USAG meeting January 21st 2010
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on the agenda to follow links to the items discussed at the meeting!
Summary and conclusions
-
The Strategy note is final, now 'released' in EDMS.
ITROC can take material for the DSA1.2.2 deliverable from this document
together with additional input on GGUS 2009 achievements that Torsten will send.
Tiziana should email usag@cern.ch the previous version of this deliverable (June 2009).
- We should re-visit the escalation reports to check how weekends are
handled when supporters' performance is measured, especially TPMs.
- To faciliate incident reporting via GGUS a new button will be implemented
on the ticket submission form for label "Notification Mode" with value "Never".
This will allow any ROLLOUT list member to open a GGUS
ticket on behalf of a user who reported an incident to the list, without having to receive notifications. The user will be in Cc and will be informed
of all progress and the solution. The rollout will, no doubt, remain the community discussion forum.
- To handle complaints against unrealistic priority setting by the ggus ticket submitter,
given that no SLA/OLA exists across ggus Support Units, a help text will appear next to the priority
setting indicating to submitter and supporters what solution times can be expected.
In case of conflict, a ticket escalation is always possible via a dedicated button.
- Please select convenient date/time for our next meeting via
http://doodle.com/uuuyhsyavtpyc52g doodle link as suggested.
Attendance
GGUS - Guenter Grein, Torsten Antoni, Helmut Dres
CERN - Maria Dimou (chairperson and note taker)
UK/I - John Gordon
IT - Riccardo Brunetti, Tiziana Ferrari, Luciano Gaido
CE - Jiri Chudoba
LHCb - Roberto Santinelli
SA1 - Maite Barroso
ROC_LA - Renato Santana
NE - Vera Hansper
Apologies: Claire Deveneux, Jan Kmunicek, Andres Holguin Coral,
Notes by Maria
Agenda:
- ITROC request for discussion ("Text" file appended). (As Tiziana had to leave).
- Agenda approval
- Comments on the notes from the December 10th USAG meeting [linked from here].
- Continuous user support assessment as required by MSA-1.6 via the weekly escalation reports
Please follow the URL in advance and report on issues arising in the meeting.
- New GGUS development: savannah #111183 encourage ROLLOUT list users to use GGUS by opening a ticket on their behalf.
- Ticket solution times pledged/expected: savannah #112031 When selecting a GGUS ticket priority how soon can one expect the solution? Discussion.
- Review Action List published right after the last meeting
linked from here.
- A.O.B.
- Status of the GGUS fail-safe system development. savannah #101122
- Final version of the Strategy note (v.1.0) Final? presented at the SA1 Coordination meeting of 2009-12-15. Can it be Released?
- Any comments from / experience with new GGUS feature in operation since 2009-12-09: savannah #108708 site-ROC association on the ticket submission form.
- Define next meeting date.
Discusssion
Today's agenda
Approved.
Last minutes
Approved.
Rollout emails -GGUS tickets
Most supporters are in favour of using GGUS, rather than email
threads in the rollout list for reporting incidents.
Input from Maria Alandes (SA3): In GGUS we can really track the
incidents we have, the problems are assigned to the right people and a
clear and coherent solution is given to the problem instead of lots of
mail exchange in the list creating confusion and not really helping to
solve the problem. Moreover, with GGUS we are able to create metrics and
use them to improve our processes.
The rollout will, no doubt,
remain a discussion forum where, mostly, site admins exchange tips and
experience (Maite Barroso, SA1head).
To faciliate incident reporting via GGUS a new button will be implemented
on the ticket submission form for label "Notification Mode" with value "Never".
This will allow any ROLLOUT list member to open a GGUS
ticket on behalf of a user who reported an incident to the list, without having to receive notifications. The user will be in Cc and will be informed
of all progress and the solution.
Priority setting
Priority setting by the ggus ticket submitter is often 'unfair'. People tend
to rate almost everything 'top priority' or 'very urgent' even when not justfied.
LHCb experience is that site/ROC response time depends on its professionalism rather than on the priority value on the ticket.
ATLAS, on their twiki (
see section 'Change Priority') recommend to rate everything 'urgent' or higher(!?)
Some supporters request an intermediate authority that re-adjusts the exaggerated priority values.
This intermediate hop is contrary to all tendencies of 'direct routing' to various Support Units in order to avoid delays.
Given that no SLA/OLA exists across ggus Support Units, a help text will appear next to the priority
setting indicating to submitter and supporters what solution times can be expected.
Supporters are invited to re-adjust the values when appropriate, as they already often do
Submitters can escalate their ticket when they think they have good reasons to press for a faster solution.
AOB
John Gordon reported that sometimes sys. admins of a site report problems they experience and the TPM
confused re-assigns the ticket to the submitter's ROC and "Notifies" the submitter's Site.
This was reported in the past by Dimitris Zilaskos
and we thought it was solved, but, it seems we have to re-discuss this. Can anyone submit ggus ticket
number examples please?
Action list review
20091029-02
ETICS tickets forgotten again, many of them in status 'assigned'
for several weeks.
Maria
Pending
20091029-11
Reflect in the Strategy Note the EMI proposal
Diana
Done by Torsten
20091029-12
Present the Strategy note at the SA1 coordination meeting
Diana
Done by Torsten on 2009-12-15
20091029-13
Communicate to Diana and Torsten the comments to the strategy note.
All
Done. Doc is final. Now 'Released' in EDMS
20091210-1
Maria+GGUS developers for the documentation and ALL users and
supporters:
Set, from now on a ggus ticket revealing a bug in status 'in progress'
and close no more as 'unsolved'. savannah item 112312 .
Maria
Pending
Next meeting
Maria is publishing this doodle page for date choice.
We shall move to the
afternoon
for our american partners to be able to join.