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GGUS Type of Problem field for TEAM & ALARM tickets

GGUS Type of Problem field for TEAM & ALARM tickets. For T1SCM http://indico.cern.ch/conferenceDisplay.py?confId=143633 2011/06/16 Maria Dimou. Why a new field?. Today TEAM and ALARM ticket submission forms do not contain the field ‘Type of Problem’ (ToP).

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GGUS Type of Problem field for TEAM & ALARM tickets

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  1. GGUS Type of Problem field for TEAM & ALARM tickets For T1SCM http://indico.cern.ch/conferenceDisplay.py?confId=143633 2011/06/16 Maria Dimou

  2. Why a new field? • Today TEAM and ALARM ticket submission forms do not contain the field ‘Type of Problem’ (ToP). • So, when we run statistics for ‘Top issues in the last X months’ we can only be based on the ‘MoU Area’ field value which is too generic. • Based on the WLCG Critical services (see list here) we formed the following proposal.

  3. Suggested values for ToP • Infrastructure (File transfer/ access, Batch, Monitoring) • Storage • Databases • Network problem • VO Specific Software

  4. Why value selection matters • To produce meaningful reports over a long period, value changes shouldn’t be applied too often. • The ToP values we ‘ll decide for TEAM and ALARM tickets should be part of the ToP superset for user tickets because: • Interfaces with other ticketing systems, when involved, should be kept uniform across ticket types. • Reporting should give results across ticket categories. • ToP changes for user tickets affects thousands of users across projects and sites so we should make choices that we can defend.

  5. Current ToP values in user tickets Development progress via savannah:117206

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