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ITCM-2-SNOW 2 nd Review Meeting

ITCM-2-SNOW 2 nd Review Meeting. CERN, 20 June 2013 Patricia Mendez Lorenzo. Outlook. Performance issues reported by sys-Admins on the 6 th of May are included in the reports sent by Fabio (5 th and 19 th of June ) Anthony’s report (20 th of June) Usage of the current “extended OLAs”

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ITCM-2-SNOW 2 nd Review Meeting

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  1. ITCM-2-SNOW 2nd Review Meeting CERN, 20 June 2013 Patricia Mendez Lorenzo

  2. Outlook • Performance issues reported by sys-Admins on the 6th of May are included in the reports sent by Fabio(5th and 19th of June) • Anthony’s report (20th of June) • Usage of the current “extended OLAs” • Calendars: Proof of Concept (Roberto) • When is GNI coming? ITCM-2-SNOW 2nd Review Meeting

  3. Fabio’s report (05.06.2013) “remark” field enabled in both incidents and requests to avoid the usage of the short description to pass messages • Remark field should be available in bulk mode • DONE • This field should also be reachable from the individual tickets • DONE  available from the light UI • Field renaming should be avoided with no notification • No information has been missed. The operation implied a label change ITCM-2-SNOW 2nd Review Meeting

  4. Usage of the “Remarks” field • Remark field in bulk mode • Remark field in individual tickets  new light UI ITCM-2-SNOW 2nd Review Meeting

  5. Fabio’s report (19/06/2013) • General Feedback • the response of the GUI is slow, overall and in particular where lookup for info is performed (e.g. when relating a child to a parent, where the list of potential parents is growing daily) • people are really confused by the changes introduced without notice on the Monday's • very regularly, bugs appear with the changes, sometimes even "big visible" bugs (like basic fields disappearing). Is there no test period? • it is sometime very annoying that a closed ticket cannot be altered anymore. There are some fields that we would like to use even on closed ticket ("Flagged" check box or setting/correcting the FE category). • when multiple questions/points are grouped into a single ticket, do not close it as soon as one point has a solution. Also, requesting the user to submit one point per ticket is not friendly, each supporter should feel responsible to split up tasks in several tickets if that will help tracking. • it is hard to accept that you can't resize a dialog window, e.g. in bulk mode. ITCM-2-SNOW 2nd Review Meeting

  6. Fabio’s report (19/06/2013) • Pending issues • we are still waiting the bulk update on the "Report" (aka "Remarks") field • we are still waiting the light UI, also for having access to the "Remarks" directly in the INC ticket • Vendor calls: we are a bit lost on what has been fixed, what can be expected, etc... e.g. it is still possible to open a call if the warranty date has expired. • reports should support the "since last working day" filtering (RQF0199830 point 1) • PDF reports : improvements about hyperlinks / column widths / header colours (RQF0200214) ITCM-2-SNOW 2nd Review Meeting

  7. Fabio’s report (19/06/2013) • RFE to be posted • in case of multiple actions on the same set of tickets (bulk actions), the list of selected check box should be retained • the "export to CSV" should be improve so that only selected hosts/tickets are exported. Actually the full list is. • when the list of tickets spans multiple pages, would it be possible to retain previously selected items when changing page? (also related to previous point on exporting CSV) ITCM-2-SNOW 2nd Review Meeting

  8. Fabio’s report (19.06.2013) • Related (somehow, or in future) to ITCM: • import of articles in KB (recent request) • export of KB articles (recent request) • missing "My Groups Calendars" in the new "Best effort and Piquet" block • calendars should start on Monday (not Sunday) and ideally highlight weekends and CERN bank holidays • missing a way to arbitrary label tickets and make those labels visible only to specific users (e.g. sharing labels) ITCM-2-SNOW 2nd Review Meeting

  9. Anthony’s report (20.06.2013) • General feedback: • Many puppet nodes are still not getting the Department name right and the field is empty • Extension of gauges creation to itil persons • RFE to be posted: • Add the warranty end date in the Description field for vendor calls ITCM-2-SNOW 2nd Review Meeting

  10. New facilities under discussion ITCM-2-SNOW 2nd Review Meeting

  11. OLAs depending on external load • Current facility developed by Roberto and presented to Anthony last week • WHAT WE HAVE: New “capacity” field declared at the OLA/UP level • New incoming OLAS/UP are queued for tickets above the limit declared by this field • when #ticket get below this limit, the “pending” OLAs are activated • WHAT YOU NEED: Pause condition for already active OLAs. • Above the limit declared by “capacity” field, already running OLAs need to be also paused ITCM-2-SNOW 2nd Review Meeting

  12. Calendars: Proof of Concept • Explained by Roberto ITCM-2-SNOW 2nd Review Meeting

  13. What about GNI? • Experts have been contacted with the following questions: • Over 100 tickets already recorded in Training with with caller = "GNI Web Interface” • Is the current implementation valid for GNI, are you missing any facility or are you seeing any lack of performance in the current infrastructure? • Based on your current tests, is there any approx. date when to put GNI in prod? • What are the steps you are planning to follow or the pending activities before putting it in prod?. • An effort from our side is expected to accommodate GNI to the current model. • Therefore we will need to know the planning We are opened to planning discussions, you have to tell us when/how ITCM-2-SNOW 2nd Review Meeting

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