Difference between revisions of "GGUS:ROC CERN FAQ"

Latest revision as of 12:23, 27 May 2011

GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk

FAQ FOR ROC CERN SUPPORT UNIT

Responsible Unit: ROC CERN
Helpdesk: GGUS (Operations Helpdesk by TPM)

What is the purpose of the ROC CERN Support?

ROC CERN is a special support group with only 1 grid production site. We support users and site administrators for all components and services deployed in the CREN-PROD production site.

For which components does ROC CERN provide support?

We support users and site administrators for all components and services deployed in CERN-PROD grid production site

Which quality of service (QoS) will you provide?

unknown

Who will assign tickets to ROC CERN Support?

All GGUS tickets assigned to the ROC CERN support unit either by TPM or directly by the users will be sent to CERN local helpdesk. Tickets can also be opened directly into the CERN local helpdesk.

Are tickets typically solved in ROC CERN Support or reassigned elsewhere?

Tickets are usually solved within the CERN local helpdesk; changes are synchronized to the original GGUS ticket.

Who is responsible for ROC CERN Support?

ROC CERN operations team: Maite Barroso Lopez; Helge Meinhard; Steve Traylen; Juan Manuel Guijarro

What documentation is available on ROC CERN Support?

CERN local helpdesk: https://cern.service-now.com/service-portal/

What is the usual "Type of Issue" for the tickets of ROC CERN?

Other

Comments

No comments.

What if I have questions which are not dealt with by this FAQ?

Open a GGUS ticket indicating that it should be directed at the ROC CERN team.

Search

Please use this link to search inside the GGUS FAQ

@@ Line 3: / Line 3: @@
 |Interface= H
 |Updated= 2011-05-27
-|purpose=  The purpose of the CERN ROC support group is to provide support for operations and user issues
+|purpose=  ROC CERN is a special support group with only 1 grid production site. We support users and site administrators for all components and services deployed in the CREN-PROD production site.
-about the CERN grid production site.
+|responsible= ROC CERN operations team: Maite Barroso Lopez; Helge Meinhard; Steve Traylen; Juan Manuel Guijarro
-|documentation= There is currently no documentation on the use of the CERN ROC helpdesk system. Work is
+|documentation= CERN local helpdesk: https://cern.service-now.com/service-portal/
-under way to produce a reference card or similar short reference document and also a web
+|components= We support users and site administrators for all components and services deployed in CERN-PROD grid production site
-submission form which will provide a single point of entry to submit queries to the Support Units.
+|assigned by= All GGUS tickets assigned to the ROC CERN support unit either by TPM or directly by the users will be sent to CERN local helpdesk. Tickets can also be opened directly into the CERN local helpdesk.
-A section in the internal wiki page (for ROC operators only) has been started dealing with the use
+|solved by= Tickets are usually solved within the CERN local helpdesk; changes are synchronized to the original GGUS ticket.
-of the Remedy system. https://uimon.cern.ch/twiki/bin/view/LCG/CERNROC
 |sortname=Roc cern
 }}
-<!-- put the following lines above the }}
-|components=
-|responsible=
-|components= For which components do you provide support?
-|assigned by= Who will assign tickets to UNIT?
-|solved by= Are tickets typically solved in UNIT or reassigned elsewhere?
--->