Support status report 6-1-2012

As of 2012-01-06 08:47:39.177680, there are 163 open tickets in EMI SUs, of which:
    6 assigned,
    43 in progress,
    96 on hold,
    2 reopened,
    16 waiting for reply.

The tickets in assigned include:
    
    1 top priority,
    0 very urgent,
    1 urgent,
    4 less urgent.

Assigned ticket detail (per priority):

less urgent :
        (VOMS-Admin) "CA problem on VOMS" https://ggus.eu/tech/ticket_show.php?ticket=77865
        SLA check: OK (Assigned on: 2012-01-03 21:39:46. To be taken in charge before 2012-01-25 09:00:00)

        (Information System Development) "Glue1.x schema files are distributed together with GLUE2 package" https://ggus.eu/tech/ticket_show.php?ticket=77304
        SLA VIOLATION: Delay: 5 work days (Assigned on: 2011-12-09 13:21:07. Had to be taken in charge before 2011-12-30 13:21:07)

        (LFC Development) "EPEL update request for lcgdm" https://ggus.eu/tech/ticket_show.php?ticket=77123
        SLA VIOLATION: Delay: 7 work days (Assigned on: 2011-12-07 09:21:40. Had to be taken in charge before 2011-12-28 09:21:40)

        (AMGA) "SUs time zone needed" https://ggus.eu/tech/ticket_show.php?ticket=76444
        SLA VIOLATION: Delay: 30 days, 17:27:12.178325 hours (Assigned on: 2011-11-15 15:20:27. Had to be taken in charge before 2011-12-06 15:20:27)

Of the 4 less urgent tickets, 3 violate the SLA 

urgent :
        (dCache Support) "dcache gftp doors restarting every few hours" https://ggus.eu/tech/ticket_show.php?ticket=77647
        SLA VIOLATION: Delay: 7 work days (Assigned on: 2011-12-21 15:31:20. Had to be taken in charge before 2011-12-28 15:31:20)

Of the 1 urgent tickets, 1 violate the SLA 

top priority:
        (DPM Development) "Verification: DPM information issue after v. 1.8.2 update" https://ggus.eu/tech/ticket_show.php?ticket=77845
        SLA VIOLATION: Delay: 5 hours (assigned top priority on: 2012-01-05    07:35. Had to be taken in charge before 2012-01-05  12:00:00)

Of the 1 top priority tickets, 1 violate the SLA 

• https://ggus.eu/tech/ticket_show.php?ticket=77845, violates the SLA, see above
• https://ggus.eu/tech/ticket_show.php?ticket=77647, violates the SLA, see above
• https://ggus.eu/tech/ticket_show.php?ticket=76444, violates the SLA, see above
• https://ggus.eu/tech/ticket_show.php?ticket=77123, violates the SLA, see above
• https://ggus.eu/tech/ticket_show.php?ticket=77304, violates the SLA, see above

* https://ggus.eu/ws/ticket_info.php?ticket=73721, very urgent, responsible unit: gLite Torque Utils, ticket says "New patches of gLite Torque available in the EGI Staged Rollout" in mid of October; what is the status of this ticket?

• https://ggus.eu/tech/ticket_show.php?ticket=72561, very urgent, responsible unit: Information System Development, no activity since October
• https://ggus.eu/tech/ticket_show.php?ticket=70195, very urgent, responsible unit: gLite WMS, what is the status of this ticket?
• https://ggus.eu/tech/ticket_show.php?ticket=76562, very urgent, responsible unit: LFC Development, What is the status of this ticket, solved?
• https://ggus.eu/ws/ticket_info.php?ticket=75947, very urgent, responsible unit: EMI Release Management, what is the status of the ticket, waiting for reply?
• https://ggus.eu/tech/ticket_show.php?ticket=77129, very urgent, responsible unit: APEL-EMI, as a workaround exists the priority should be lowered.

• https://ggus.eu/tech/ticket_show.php?ticket=73021, urgent, responsible unit: ARGUS, no activity since early August
• https://ggus.eu/tech/ticket_show.php?ticket=73460, urgent, responsible unit: EMI, no activity since mid of August
• https://ggus.eu/tech/ticket_show.php?ticket=75461 refering to https://ggus.eu/tech/ticket_show.php?ticket=73608, urgent, responsible unit: VOMS-Admin; waiting for reply since early November
• https://ggus.eu/tech/ticket_show.php?ticket=73577, urgent, responsible unit: VOMS, in status "in progress" and nothing has happend since early September. What is the status of this ticket?

-- MathildeRomberg - 06-Jan-2012