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

open a ticket with right options(IMPORTANT)

  • 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.

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 examples:
        Savannah ticket : 
        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 
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Topic revision: r2 - 2009-09-04 - ZhangXiaomei
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