How I went wrong in thinking about
I've always seen how a mirrored
/boot could work if the disks were
absolutely identical up to the end of the
/boot partition; if they
were identical, the absolute block positions of everything that the boot
blocks wanted to load would be identical, so nothing would care about
which disk it was talking to. My concern was always what happened if the
disks weren't quite so utterly identical, because back in the day it
seemed to me like that required quite a lot of magic.
(I'm going to neglect here the magic necessary to see through the software RAID to get the block positions on the real physical devices.)
But how much magic it requires depends on how much you want out of
/boot and a mirror-aware bootloader. The simple version is
/boot is just replicated and your boot blocks on each disk will
only boot from that disk's copy of
/boot; this lets you survive a
total disk failure but not something that destroys the primary copy of
/boot (well, not without turning it into a total disk failure). The
most elaborate version is that if your boot block(s) and any version of
/boot survive, the system will still boot.
(In the days that I started thinking about this, I did set up LILO
by hand so that it would in theory do the full version. Mind you, in
the LILO days this was more of a potential concern, since there were
somewhat more ways to destroy the bootability of
My impression is that GRUB's mirror awareness is limited to the first version. This is conceptually straightforward; each disk's boot blocks only have to know about the absolute block position of things on that disk, and the setup program just has to be aware of how to work that out. Alternatively, it has to be completely oblivious to mirroring and only work with the low-level 'below of the mirror' view of the partitions. (I believe that the latter is what GRUB does, since you tell it what hard disk partition to look at when installing things.)
Setting up the full version would be much more complex and
challenging. In the extreme case (where the
/boot mirrors have
different partition numbers), the boot block would have to be able to
probe the disk, find the right partition, and then load things from
there. Given the severe space limitations that boot blocks operate
under, I suspect that no one does this.
(The full version is feasible if you assume that the absolute block positions are identical across all drives; then you can just try to load things from each drive in the system in turn until you either find one with a valid signature or you give up.)
Your ticketing system should be optional
There's a fair bit of enthusiasm for ticketing systems in the sysadmin world, and it's not hard to see why. But I'm going to be a contrarian here: while ticketing systems are all well and good, you should absolutely not require users to use them in order to interact with you.
The problem with ticketing systems is that they're like bug trackers; they're internal systems that are almost always filled with fields and procedures that exist for your needs. Your users should not have to fill in these fields and jump through those procedural hoops, because they don't give your users any benefit; they just help you.
This doesn't mean that you shouldn't have a ticketing system; it just means that you should take freeform problem reports by email or whatever, and put them in the ticketing system yourself. And if some users want to file their own tickets, it may make sense to make it available to them.
(It follows that the more complicated your ticketing system is, especially in the number of fields you have to fill in to make an initial report, the worst it is for users. Unless they are unusually interested in how your run the systems, they probably have no idea what the right answers are for all of those questions that they're being asked.)