Interrupts Rotation

Revision as of 17:50, 22 December 2012

Goals:

• To be more responsive to Engineering's needs
• To not have RT be a black hole
• Improve communication about when a ticket can realistically be completed by
• Reduce wait time on tickets so that we're less likely to a blocker, especially on relatively simple tickets
• Make sure that RT tickets have all of the information required for someone in ops to complete them

Responsibilities:

• Assign a priority to tickets that comes in
• Ask for more data from requester if needed in order to confirm the request, such as date it must be completed by, additional details, etc.
• Assign to the proper person
• Communicate ETA based on the workload of the person working on it
• Be a person of first contact, including on IRC (timezone/availability permitting)
• Be noted as the "On Duty" person in #wikimedia-operations
• If the request is relatively quick, just do it themselves

Try to improve Manual for ops on duty

Requests/Suggestions from Engineering:

Rotators (volunteer so far):

• 10/15-10/19: Peter
• 10/22-10/26: Asher
• 10/29-11/2: Faidon
• Ariel - 12/17
• 12/24 - Leslie
• 12/31 - Faidon
• 1/8 - AOtto

Notes from previous rotators:

• Peter:
  • Rt is relatively easy to triage. Emails to Ops@ are a bit more difficult, because they really are to the whole team.
  • Prioritizing things is challenging. Everythings seems important. I think that writing up some kind of guidelines for this as a team would be really helpful.
  • Daniel is amazing at closing out tickets.
  • Don't be on rotation when traveling... It requires a lot of attention.
• Manual for ops on duty -- please enhance while on duty