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Change of Procedures for CAE ClusterMichel Manent , IT-PS Overview of the ServiceThe CAE service provides digital and analogical electronic simulation tools for engineers at CERN. The tools include:
http://cern.ch/product-support/support_index.html and the specific page for Electronics design in: http://cern.ch/product-support/electronicscae.html The current user population of the service is 400, mostly in EP, AB and EST divisions. It consists of 5 Sun servers and 85 client workstations. New ProceduresAfter the creation of PS group at the beginning of last year, considerable effort has been made to structure and streamline the support for the CAE service in order to free personnel for other tasks while keeping a good quality of service. The idea is to use the Desktop Support Contract for the first and second level support for hardware and system questions. In order to specify what the contract has to do and clarify the scope of the service, a " Support Procedures For the CAE Service" document has been written. You may find it athttp://cern.ch/product-support/UI/Docs/CAE_procedure.html The general procedure for problem determination is to contact the Computing Helpdesk (Helpdesk@cern.ch or phone 78888). The Helpdesk has been given instructions on how to register in the Problem Tracking System all possible types of problem that Electronic CAE Service users may encounter. It will open a Remedy ticket for the problem and dispatch it to the right support category then will route the call to the concerned person. Problems known to belong to specific fields can be routed directly to the right support category by sending them to one of the e-mail addresses below:
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