Difference: Savannah (2 vs. 3)

Revision 32009-09-04 - LiangDong

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  • Ways: Down on the bottom right you can search and request to join the CMS Computing Infrastructure Support group. Please specify this membership is required for your CSP work.

enter CMS Computing Infrastructure Support

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https://savannah.cern.ch/projects/cmscompinfrasup/
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https://savannah.cern.ch/projects/cmscompinfrasup/ 
  • at the middle top bar, choose support to view the ticket already opened. choose submit to create a new ticket.
  • when you view the support, there is a Display Criteria which filter the tickets with parameters.
 

open a ticket with right options(IMPORTANT)

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  • choose a ¡°Category¡± for you problem, typically ¡°SAM test¡±, ¡°CMS JobRobot¡± or ¡°Data Transfers¡± (or any other more sensible field)
  • select the following other fields: Privacy : ¡°Public¡± / Severity : usually ¡°Normal¡± or ¡°Important¡±/ Use GGUS : ¡°No¡± / Status : whatever is most appropriate (not very relevant)
  • always ASSIGN your ticket to the correct person or site (to what we call a ¡°squad¡±). Once you are a member of cmscompinfrasup, you will see a roll-down menu called ¡°Assigned to¡± and you need to select the correct ¡°squad¡±. Typically this will be a CMS site, for example if there is a problem at the T2 in Bristol, you will select ¡°cmscompinfrasup-t2uksgridbristol¡±. If you don¡¯t do that, local site admins will not receive your ticket.
  • make sure also to select the site concerned with the problem. You can do that via the ¡°Site¡± roll-down menu, for example if there is a problem in the T2 at Bristor, select ¡°T2_UK_SGrid_Bristol¡±. This is very important for the search engine in Savannah.
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instruction

  • choose a Category for you problem, typically SAM test, CMS JobRobot, Data Transfers (or any other more sensible field)
  • select the following other fields:
    Privacy : Public
    Severity : usually Normal or Important
    Use GGUS : No
    Status : whatever is most appropriate (not very relevant)
  • always ASSIGN your ticket to the correct person or site (to what we call a squad). Once you are a member of cmscompinfrasup, you will see a roll-down menu called Assigned to and you need to select the correct squad. Typically this will be a CMS site, for example if there is a problem at the T2 in Bristol, you will select cmscompinfrasup-t2uksgridbristol. If you don’t do that, local site admins will not receive your ticket.
  • make sure also to select the site concerned with the problem. You can do that via the Site roll-down menu, for example if there is a problem in the T2 at Bristor, select T2_UK_SGrid_Bristol . This is very important for the search engine in Savannah.

check list

  • Category : SAM test , CMS JobRobot , Data Transfers
  • Privacy : Public
  • Severity : Normal or Important
  • Use GGUS : No
  • Status : (not necessary)
  • Site : correct Site if it's open for site.
  • Assigned to : correct squad for sites or services.
 

fill a ticket with right Summary and Body(IMPORTANT)

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  • be very explicit about the problem in the subject of your ticket, by filling the ¡°Summary¡± field. For example, say there is a SAM-SRM error at T2_UK_SGrid_Bristol, then the minimum summary would be : ¡°SAM-SRM failure at T2_UK_SGrid_Bristol¡± or anything sensible like that. Imagine that CMS Computing Experts have to deal with many many tickets, so the more explicit your are in the Subject, the easier for us !
  • be even more explicit about the details of your obervations in the BODY of your ticket. To the least, you should provide the time since the problem has occurred (or if you don¡¯t know, then the time of observations) + an explanation of the problem + the pointer the actual error message.
  • good examples:
     
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  • be very explicit about the problem in the subject of your ticket, by filling the Summary field. For example, say there is a SAM-SRM error at T2_UK_SGrid_Bristol, then the minimum summary would be : “SAM-SRM failure at T2_UK_SGrid_Bristol” or anything sensible like that. Imagine that CMS Computing Experts have to deal with many many tickets, so the more explicit your are in the Subject, the easier for us !
  • be even more explicit about the details of your obervations in the BODY of your ticket. To the least, you should provide the time since the problem has occurred (or if you don’t know, then the time of observations) + an explanation of the problem + the pointer the actual error message.
  • good examples:
     
  Savannah ticket https://savannah.cern.ch/support/index.php?109709 : Summary: SAM error in T2_UK_SGrid_Bristol Body:
 
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