Support & Watchdog Rota
Author: Michelle McCausland
Updated: Loughlin Moore
Introduction
The support and watchdog rotas were created to ensure coverage of these tasks over the week. The Operations team are responsible for the support and watchdog rotas.
These rotas can be reviewed on the Support Priorities page or via the Information Radiator.
Support Rota
Check support emails from the previous day and check all Triage Queues in ScottyPro for the duration of your rota.
See support_request
Note: Use Jira for Internal Support Tickets ( Workflow Application Support )
Watchdog Rota
Ensure the Watchdog Node Monitor can be reached in the morning and evening
Responsible for investigating watchdogs during your time on the rota
If a watchdog comes in and hasn't cleared in 30 minutes, red alert! It needs investigation
If a watchdog is alarming and clearing a lot, we need to reevaluate the watchdog settings
If a cluster of watchdogs comes in and clears, a single email is sufficient to say they were acknowledged
Run the watchdog report in the morning for ALL CUSTOMERS.
The watchdog alarm summary is found in the reporting manager for each customer and returns a list of watchdogs that have not yet cleared and may need attention
People on in the morning: Review Daily Applications Exceptions Report emails for anything scary
Review all groovlet failures to ensure all is functioning as expected
Note: The requirements of the support and watchdog rota may change from time to time so be sure to check the rota sheet regularly.