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Register you as a new user in the savannah system


Register your user account as a member of the cmscompinfrasup group

  • 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

  • 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)


  • 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)

  • 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 example1:
        Savannah ticket https://savannah.cern.ch/support/index.php?109709 : 
        Summary:  SAM error in T2_UK_SGrid_Bristol 
        Dear T2_UK_SGrid_Bristol admins,  
        Your srm agents has been made error message at 31-Aug-2009 13:01:28 
        Please, You can check the message below link: 
                                  Thank you, 
                        Young-Kwon, CMS Computing Shifter 
  • good example2 (when to open a savannah ticket):
       Subject: [ELOG] T2_US_UCSD
       Logbook URL: https://prod-grid-logger.cern.ch/elog/Distributed+Grid+Sites/81
       Since T2_US_UCSD downtime is over since nearly 12 hours now, they are still  failing the CMS-CE-analysis test, 
       due to an eror when trying to open the analysis-test file. Therefore, it is probably worth informing the site about 
       this error by suggesting them to check everyhing was put back in production correctly after their downtime with 
       the following ticket:
        - Category: SAM tests, Assigned to: cmscompinfrasup-t2usucsd, Use GGUS: No, Severity: Normal, Privacy: Public,
    Site: T2_US_UCSD
        - Clearly specify the Subject in the forseen field, for example "CE-CMS-analysis SAM failure at T2_US_UCSD since
    end of downtime"
        - provide the link to the SAM error in the body of the ticket and sign as CSP
        - submit

Better to inform the next shifters and the CRC about the ticket in the elog after opening

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Topic revision: r5 - 2009-09-23 - ZhangXiaomei
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