FIO service managers can use a privileged access Remedy flow to the Linux Support Team, by opening a ticket to the "Linux 3rdLevel". A mail interface exists: Linux.3rdLevel@cernNOSPAMPLEASE.ch

To facilitate an efficient handling of problem tickets submitted to this flow, service managers should provide as much hard data as possible. In particular:

• What are the symptoms of the problem?

• When did the problem start?
  • Any recent changes that may have caused them?

• Is the problem reproducible?
  • Do you have a standalone reproducer?

• Where does the problem occur?
  • Anything hardware specific ("only on machines of type XXX")?
  • Anything OS / architecture specific?
  • Is the problem user specific?

• Criticality
  • How does this problem impact the service?

• Machine access
  • Is the machine in production? Can it be rebooted?
  • Is root and/or interactive access for the Linux Support team required?

Please note that the ticket will be assigned to a person on a rota, and that you may be asked to provide root and/or interactive access to the assignee for the duration of the Remedy call. Today (May 2009), the accounts of the potential assignees are fuji, jveldik, polok and schroder