Operations triage procedure

This page sets out the IRIS operations triage procedure which is followed by the people who receive support AT iris.ac.uk emails from people reporting problems (“the reporter”.)

  1. If the problem appears to be related to lowercase-i DiRAC: forward to the support address on the DiRAC contacts page with a Cc: to support AT iris.ac.uk and to the reporter.
  2. If the problem appears to be with a GridPP site and associated with a Virtual Organisation (VO) registered in GGUS (ie with a Support Unit there), then create a GGUS ticket with that VO as the “concerned VO” and the email address of the reporter in the Cc: field of the ticket, and write an email reply to the reporter with a Cc: to support AT iris.ac.uk.
  3. If the problem appears to be with a GridPP site and the user community does not have a VO registered in GGUS (ie with a Support Unit there), then create a GGUS ticket with iris.ac.uk as the “concerned VO” and the email address of the reporter in the Cc: field of the ticket, and write an email reply to the reporter with a Cc: to support AT iris.ac.uk.
  4. If the problem is with one of the IRIS-related central services listed on the IRIS operations page, then use the contact procedure (email/GGUS/???) given there, and write an email reply to the reporter with a Cc: to support AT iris.ac.uk.
  5. If the problem is some other technical question, then forward the email to operations AT jiscmail.ac.uk, with a Cc: to the reporter and support AT iris.ac.uk.
  6. If the problem appears to be a management question, then forward the email without a Cc: to Andrew S and/or Peter C and/or Jeremy Y, and then write an email reply to the reporter with a Cc: to support AT iris.ac.uk.

The intention is that by always writing an email with a Cc: to support AT iris.ac.uk the other IRIS shifters can see which incoming emails have been acted upon and can continue the conversation if necessary across a shift boundary. These emails also provide an opportunity to explain to the reporter what is going on (eg “I have opened a GGUS ticket for this problem with site XYZ, and set it to send you copies of the updates to the ticket as it progresses.”)