Handling GGUS tickets

OSG, FNAL, BNL and other amenities ...

BNL: John Hover (3-Jul-2007)

• Remedy is now configured to send tickets to rt-racf-gridservices@bnlNOSPAMPLEASE.gov
• WLCG-EGEE tickets (eg FTS transfers) should be assigned to the ROC.

Configuring to point at rt-racf-gridservices@bnl.gov should be fine (for 
all BNL and ATLAS OSG issues).

But there does still need to be a distinction made between these and 
general EGEE/OSG issues and any issues at non-ATLAS OSG sites (e.g. CMS 
sites like Fermilab). Any tickets like that really do have to go through 
the general OSG Footprints ticket system.

Hope this makes sense. Let me know if there are any concerns with this 
scheme. If so we can open up a wider discussion with the OSG folks.

Diana's (29-Mar-2007)

WLCG Tier-1 problems for BNL and FNAL, which are T-1s under the

CERN ROC will be assigned to the CERN ROC.

Misunderstandings may come from the fact that people thought the GGUS USCMS unit had something to do with US CMS (not suprisingly...) but while maybe this is the ideal long term plan for the moment this has never been true. And not surprisingly was generating a lot of confusion.

So, once again, problems dealing with OSG sites and middleare will be directed from GGUS to OSG ticketing system via the OSG GGUS unit ( which is a gateway to the OSG ticketing system).

Problems with the BNL and FNAL sites considered as Tier-1 in the framework of WLCG-EGEE, concerning WLCG-EGEE services will be directed to ROC CERN.

FNAL is very keen on the use of the contact mailing list (the one registered in Remedy), instead of personal e-mails.

The RT expert at BNL is Tomasz Wlodek (tomw@bnlNOSPAMPLEASE.gov). He can give more technical details about the RT ticketing system and how to link it up with the CERN's ticketing system.

Dealing with 3D Streams tickets

Tickets assigned to ROC_CERN coming from the 3D project (they are usually identified with the string 3D Streams) should be assigned as follows

• Tickets to CERN-PROD --> IT Services/Database/Physic Applications/Oracle Streams (Remedy)
• Tickets to external sites --> assign as external analyst
  • if a case Type (site name) = SITE-NAME-3DSTREAMS exists, it should be used,
  • otherwise use just SITE-NAME

Useful links

• bookmarks_roc.html: useful web bookmarks you might want to import
• Old GGUS Tickets
• Cern ROC web site (all the links)

-- Main.diana - 27 Apr 2007