Work flow changes after the end of EMI

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Presentation transcript:

Work flow changes after the end of EMI G. Grein (GGUS) 11/15/2018 URT 20130624

Motivation Reduce manual effort of the ticket monitoring Reduce number of unattended tickets open over a long time Improve information quality of the ticket Accommodate the end of EMI project Remove access restrictions for middleware tickets 11/15/2018 URT 20130624

Latest changes Technology Helpdesk fully integrated in GGUS Removed access restrictions to middleware tickets, but ticket assigning to PTs is still done exclusively by DMSU! Ticket priority colours calculation based on quality of service the PTs agreed on. Automated reminders to submitters on tickets waiting for user input 11/15/2018 URT 20130624

Latest changes Modified work flow for PTs respond to a ticket by setting ticket status "in progress" decide on accepting or rejecting the ticket as bug and provide an ETA adjust the ETA if necessary implement the fix close the GGUS ticket after the fix is made available 11/15/2018 URT 20130624

Differences to EMI era Feature Current process Former EMI process Implicit reject The monitoring team closes tickets of unresponsive PTs manually. The ticket monitoring team reminded support units on missing response manually. Ticket closing however was done by EMI. ETA Required for all tickets. The ETA can be adjusted at any time. Required for "top priority" and "very urgent" tickets only. Notifications Notifications are sent automatically. Notifications sent after manual intervention of the monitoring team. 11/15/2018 URT 20130624

Benefits PT No forgotten tickets Almost no additional work besides setting/adjusting ETA Tickets still checked by DMSU before assigning them to PT Use the generic GGUS web pages with some additional fields (ETA, Affected component, Affected component version) 11/15/2018 URT 20130624

Benefits Monitoring Support staff Fewer manual actions Tickets of unresponsive users will be closed following an agreed process Support staff Participate in tickets without requiring additional permissions Use the generic GGUS web pages 11/15/2018 URT 20130624

Benefits User Gets information on availability of fixes in his GGUS ticket (GGUS is the single point of contact for the user) Development process becomes clearer and more transparent EGI Improved customer satisfaction 11/15/2018 URT 20130624