https://wiki.egi.eu/w/index.php?title=GGUS:ROC_UK/Ireland_FAQ&feed=atom&action=historyGGUS:ROC UK/Ireland FAQ - Revision history2024-03-28T10:45:52ZRevision history for this page on the wikiMediaWiki 1.37.1https://wiki.egi.eu/w/index.php?title=GGUS:ROC_UK/Ireland_FAQ&diff=104955&oldid=previmported>Ggrein: Replaced content with "'''ROC UK/Ireland'''
== See ==
* now: GGUS:NGI UK FAQ
<!-- * decommission: -->
Category:FAQ Former support units (GGUS)"2013-01-21T09:25:22Z<p>Replaced content with "'''ROC UK/Ireland''' == See == * now: <a href="/wiki/GGUS:NGI_UK_FAQ" title="GGUS:NGI UK FAQ">GGUS:NGI UK FAQ</a> <!-- * decommission: --> <a href="/wiki/Category:FAQ_Former_support_units_(GGUS)" title="Category:FAQ Former support units (GGUS)">Category:FAQ Former support units (GGUS)</a>"</p>
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<td colspan="1" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 10:25, 21 January 2013</td>
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</td></tr></table>imported>Ggreinhttps://wiki.egi.eu/w/index.php?title=GGUS:ROC_UK/Ireland_FAQ&diff=49776&oldid=prevGgrein: Replaced content with "'''ROC UK/Ireland'''
== See ==
* now: GGUS:NGI UK FAQ
<!-- * decommission: -->
Category:FAQ Former support units (GGUS)"2013-01-21T09:25:22Z<p>Replaced content with "'''ROC UK/Ireland''' == See == * now: <a href="/wiki/GGUS:NGI_UK_FAQ" title="GGUS:NGI UK FAQ">GGUS:NGI UK FAQ</a> <!-- * decommission: --> <a href="/wiki/Category:FAQ_Former_support_units_(GGUS)" title="Category:FAQ Former support units (GGUS)">Category:FAQ Former support units (GGUS)</a>"</p>
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<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">{{GGUS-FAQ</del></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;">'''</ins>ROC UK/Ireland<ins style="font-weight: bold; text-decoration: none;">'''</ins></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|Unit= </del>ROC UK/Ireland</div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>== <ins style="font-weight: bold; text-decoration: none;">See </ins>==</div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|Interface</del>= <del style="font-weight: bold; text-decoration: none;">H</del></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;">* now: [[GGUS:NGI </ins>UK <ins style="font-weight: bold; text-decoration: none;">FAQ]]</ins></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|Updated</del>= <del style="font-weight: bold; text-decoration: none;">2011-05-26</del></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;"><!</ins>-- <ins style="font-weight: bold; text-decoration: none;">* decommission: </ins>--<ins style="font-weight: bold; text-decoration: none;">></ins></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|purpose</del>= <del style="font-weight: bold; text-decoration: none;"> The purpose of the UKI ROC support group is to provide support for grid site operations (deployment and management) and provides a first point of call for user issues to the UK and wider EGEE communities. The UKI ROC manages tickets for 19 EGI active UK sites and a number of National Grid Service sites currently outside of EGI. Some sites, such as the main UK WLCG site (RAL Tier1) have an internal ticket management system which can receive direct help requests or more typically take requests for support via the UKI ROC. The helpdesk for the UKI ROC is provided by the National Grid Service and runs on Footprints.</del></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>[[<ins style="font-weight: bold; text-decoration: none;">Category</ins>:FAQ <ins style="font-weight: bold; text-decoration: none;">Former support units (GGUS)</ins>]]</div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|responsible</del>= <del style="font-weight: bold; text-decoration: none;">Questions about the UKI ROC helpdesk can be sent to the regional manager's John Gordon and Claire Devereux. John Walsh in Dublin coordinates for Ireland.</del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|documentation= Further information and links on </del>UK <del style="font-weight: bold; text-decoration: none;">and wider support can be found on the GridPP website at http://www.gridpp.ac.uk/support/.</del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|sortname=Roc uk-ireland</del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|components= As a provider of grid resources the support group is able to direct tickets to experts in site deployment and operations areas. For example to help resolve problems encountered by users of a UK based WMS, top</del>-<del style="font-weight: bold; text-decoration: none;">level BDII or a specific site middleware component such as CE, SE or UI. Additionally the UK hosts grid wide service components such as VOMS, the main GOCDB and the APEL database and can therefore help with issues encountered in these areas. Where a VO is supported in the UK and no VO support is available to the user of that VO, the UK support team will help to either resolve the issue encountered or provide support in identifying people who can help. </del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|assigned by= Typically tickets are assigned to the support unit by GGUS Ticket Process Managers (TPMs) and then assigned to individuals/sites/resource providers/VO managers by UK 1st level support team members. The tickets may be created by general grid users, other support groups or country support or members of the UK operations on</del>-<del style="font-weight: bold; text-decoration: none;">duty team (who regularly check monitoring results to ensure problems are picked up quickly). Grid managers and regional coordinators and experts also play a role in the actual assignment of tickets within the ROC.</del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|solved by= Tickets are usually solved within the GGUS system by 2nd and 3rd level regional support. 2nd level are site administrators and responsibles to whom the ticket gets assigned. Where an internal ticketing system is used, such as at the WLCG Tier</del>-<del style="font-weight: bold; text-decoration: none;">1 RAL</del>-<del style="font-weight: bold; text-decoration: none;">LCG2, the problem is resolved internally with updates and the final solution appearing in the GGUS unit ticket. If the problem is traced to a lower level issue, such as a middleware bug, then the ticket is reassigned within GGUS with a link to any associated Savannah bug tracking tickets. </del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">}}</del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div> </div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">== See also ==</del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div> </div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">; Irish NGI : </del>[[<del style="font-weight: bold; text-decoration: none;">GGUS</del>:<del style="font-weight: bold; text-decoration: none;">NGI IE </del>FAQ]]</div></td><td colspan="2" class="diff-side-added"></td></tr>
</table>Ggreinhttps://wiki.egi.eu/w/index.php?title=GGUS:ROC_UK/Ireland_FAQ&diff=18211&oldid=prevWbuehler: https://ggus.eu/ws/ticket_info.php?ticket=690282011-05-26T12:30:19Z<p>https://ggus.eu/ws/ticket_info.php?ticket=69028</p>
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<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 13:30, 26 May 2011</td>
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<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|Interface= H</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|Interface= H</div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>|Updated= <del style="font-weight: bold; text-decoration: none;">2007</del>-<del style="font-weight: bold; text-decoration: none;">04</del>-<del style="font-weight: bold; text-decoration: none;">25</del></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>|Updated= <ins style="font-weight: bold; text-decoration: none;">2011</ins>-<ins style="font-weight: bold; text-decoration: none;">05</ins>-<ins style="font-weight: bold; text-decoration: none;">26</ins></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|purpose= The purpose of the UKI ROC support group is to provide support for grid site operations (deployment and management) and provides a first point of call for user issues to the UK and wider EGEE communities. The UKI ROC manages tickets for 19 EGI active UK sites and a number of National Grid Service sites currently outside of EGI. Some sites, such as the main UK WLCG site (RAL Tier1) have an internal ticket management system which can receive direct help requests or more typically take requests for support via the UKI ROC. The helpdesk for the UKI ROC is provided by the National Grid Service and runs on Footprints.</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|purpose= The purpose of the UKI ROC support group is to provide support for grid site operations (deployment and management) and provides a first point of call for user issues to the UK and wider EGEE communities. The UKI ROC manages tickets for 19 EGI active UK sites and a number of National Grid Service sites currently outside of EGI. Some sites, such as the main UK WLCG site (RAL Tier1) have an internal ticket management system which can receive direct help requests or more typically take requests for support via the UKI ROC. The helpdesk for the UKI ROC is provided by the National Grid Service and runs on Footprints.</div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|responsible= Questions about the UKI ROC helpdesk can be sent to the regional manager's John Gordon and Claire Devereux. John Walsh in Dublin coordinates for Ireland.</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|responsible= Questions about the UKI ROC helpdesk can be sent to the regional manager's John Gordon and Claire Devereux. John Walsh in Dublin coordinates for Ireland.</div></td></tr>
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<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|solved by= Tickets are usually solved within the GGUS system by 2nd and 3rd level regional support. 2nd level are site administrators and responsibles to whom the ticket gets assigned. Where an internal ticketing system is used, such as at the WLCG Tier-1 RAL-LCG2, the problem is resolved internally with updates and the final solution appearing in the GGUS unit ticket. If the problem is traced to a lower level issue, such as a middleware bug, then the ticket is reassigned within GGUS with a link to any associated Savannah bug tracking tickets. </div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|solved by= Tickets are usually solved within the GGUS system by 2nd and 3rd level regional support. 2nd level are site administrators and responsibles to whom the ticket gets assigned. Where an internal ticketing system is used, such as at the WLCG Tier-1 RAL-LCG2, the problem is resolved internally with updates and the final solution appearing in the GGUS unit ticket. If the problem is traced to a lower level issue, such as a middleware bug, then the ticket is reassigned within GGUS with a link to any associated Savannah bug tracking tickets. </div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>}}</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>}}</div></td></tr>
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<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br/></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br/></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>== See also ==</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>== See also ==</div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br/></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br/></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>; Irish NGI : [[GGUS:NGI IE FAQ]]</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>; Irish NGI : [[GGUS:NGI IE FAQ]]</div></td></tr>
</table>Wbuehlerhttps://wiki.egi.eu/w/index.php?title=GGUS:ROC_UK/Ireland_FAQ&diff=18202&oldid=prevJcoles at 12:14, 26 May 20112011-05-26T12:14:18Z<p></p>
<table style="background-color: #fff; color: #202122;" data-mw="interface">
<col class="diff-marker" />
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<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">← Older revision</td>
<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 13:14, 26 May 2011</td>
</tr><tr><td colspan="2" class="diff-lineno" id="mw-diff-left-l3">Line 3:</td>
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<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|Interface= H</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|Interface= H</div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|Updated= 2007-04-25</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|Updated= 2007-04-25</div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>|purpose= The purpose of the UKI ROC support group is to provide support for operations and user issues to</div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>|purpose= The purpose of the UKI ROC support group is to provide support for <ins style="font-weight: bold; text-decoration: none;">grid site </ins>operations <ins style="font-weight: bold; text-decoration: none;">(deployment </ins>and <ins style="font-weight: bold; text-decoration: none;">management) and provides a first point of call for </ins>user issues to the UK and wider EGEE communities. The UKI ROC manages tickets for 19 <ins style="font-weight: bold; text-decoration: none;">EGI active UK sites and a number of National Grid Service </ins>sites <ins style="font-weight: bold; text-decoration: none;">currently outside of EGI</ins>. <ins style="font-weight: bold; text-decoration: none;">Some sites, such as the main UK WLCG site (</ins>RAL Tier1<ins style="font-weight: bold; text-decoration: none;">) have an internal ticket management </ins>system <ins style="font-weight: bold; text-decoration: none;">which can receive direct help requests or more typically take requests for support via </ins>the <ins style="font-weight: bold; text-decoration: none;">UKI </ins>ROC. The helpdesk for the UKI ROC is provided by the National Grid Service and runs on Footprints.</div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>the UK and wider EGEE communities.</div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>|responsible= Questions about the UKI ROC helpdesk can be sent to <ins style="font-weight: bold; text-decoration: none;">the regional manager's John Gordon and Claire Devereux. John Walsh in Dublin coordinates for Ireland.</ins></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>The UKI ROC manages tickets for 19 sites <del style="font-weight: bold; text-decoration: none;">which do not have their own helpdesk systems</del>. <del style="font-weight: bold; text-decoration: none;">The</del></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>|documentation= <ins style="font-weight: bold; text-decoration: none;">Further information and links on UK and wider support can be found on the GridPP website at http:</ins>/<ins style="font-weight: bold; text-decoration: none;">/www.gridpp.ac.uk/support/.</ins></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>RAL Tier1 <del style="font-weight: bold; text-decoration: none;">has a separate </del>system <del style="font-weight: bold; text-decoration: none;">from the system of </del>the ROC.</div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>The helpdesk for the UKI ROC is provided by the National Grid Service and runs on Footprints.</div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>|responsible= Questions about the UKI ROC helpdesk can be sent to <del style="font-weight: bold; text-decoration: none;">Philippa Strange</del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>|documentation= <del style="font-weight: bold; text-decoration: none;">n</del>/<del style="font-weight: bold; text-decoration: none;">a</del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|sortname=Roc uk-ireland</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|sortname=Roc uk-ireland</div></td></tr>
<tr><td colspan="2" class="diff-side-deleted"></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;">|components= As a provider of grid resources the support group is able to direct tickets to experts in site deployment and operations areas. For example to help resolve problems encountered by users of a UK based WMS, top-level BDII or a specific site middleware component such as CE, SE or UI. Additionally the UK hosts grid wide service components such as VOMS, the main GOCDB and the APEL database and can therefore help with issues encountered in these areas. Where a VO is supported in the UK and no VO support is available to the user of that VO, the UK support team will help to either resolve the issue encountered or provide support in identifying people who can help. </ins></div></td></tr>
<tr><td colspan="2" class="diff-side-deleted"></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;">|assigned by= Typically tickets are assigned to the support unit by GGUS Ticket Process Managers (TPMs) and then assigned to individuals/sites/resource providers/VO managers by UK 1st level support team members. The tickets may be created by general grid users, other support groups or country support or members of the UK operations on-duty team (who regularly check monitoring results to ensure problems are picked up quickly). Grid managers and regional coordinators and experts also play a role in the actual assignment of tickets within the ROC.</ins></div></td></tr>
<tr><td colspan="2" class="diff-side-deleted"></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;">|solved by= Tickets are usually solved within the GGUS system by 2nd and 3rd level regional support. 2nd level are site administrators and responsibles to whom the ticket gets assigned. Where an internal ticketing system is used, such as at the WLCG Tier-1 RAL-LCG2, the problem is resolved internally with updates and the final solution appearing in the GGUS unit ticket. If the problem is traced to a lower level issue, such as a middleware bug, then the ticket is reassigned within GGUS with a link to any associated Savannah bug tracking tickets. </ins></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>}}</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>}}</div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><!-- put the following lines above the }}</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><!-- put the following lines above the }}</div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|components= For which components do you provide support?</del></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div> </div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|assigned by= Who will assign tickets to UNIT?</del></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div> </div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;">|solved by= Are tickets typically solved in UNIT or reassigned elsewhere?</del></div></td><td colspan="2" class="diff-side-added"></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>--></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>--></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br/></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br/></td></tr>
</table>Jcoleshttps://wiki.egi.eu/w/index.php?title=GGUS:ROC_UK/Ireland_FAQ&diff=17197&oldid=prevWbuehler at 07:40, 11 May 20112011-05-11T07:40:53Z<p></p>
<table style="background-color: #fff; color: #202122;" data-mw="interface">
<col class="diff-marker" />
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<tr class="diff-title" lang="en">
<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">← Older revision</td>
<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 08:40, 11 May 2011</td>
</tr><tr><td colspan="2" class="diff-lineno" id="mw-diff-left-l20">Line 20:</td>
<td colspan="2" class="diff-lineno">Line 20:</td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>== See also ==</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>== See also ==</div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br/></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br/></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>; NGI <del style="font-weight: bold; text-decoration: none;">Ireland </del>: [[GGUS:NGI IE FAQ]]</div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>; <ins style="font-weight: bold; text-decoration: none;">Irish </ins>NGI : [[GGUS:NGI IE FAQ]]</div></td></tr>
</table>Wbuehlerhttps://wiki.egi.eu/w/index.php?title=GGUS:ROC_UK/Ireland_FAQ&diff=17196&oldid=prevWbuehler at 07:40, 11 May 20112011-05-11T07:40:22Z<p></p>
<table style="background-color: #fff; color: #202122;" data-mw="interface">
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<tr class="diff-title" lang="en">
<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">← Older revision</td>
<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Revision as of 08:40, 11 May 2011</td>
</tr><tr><td colspan="2" class="diff-lineno" id="mw-diff-left-l17">Line 17:</td>
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<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|solved by= Are tickets typically solved in UNIT or reassigned elsewhere?</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>|solved by= Are tickets typically solved in UNIT or reassigned elsewhere?</div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>--></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>--></div></td></tr>
<tr><td colspan="2" class="diff-side-deleted"></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;"></ins></div></td></tr>
<tr><td colspan="2" class="diff-side-deleted"></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;">== See also ==</ins></div></td></tr>
<tr><td colspan="2" class="diff-side-deleted"></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;"></ins></div></td></tr>
<tr><td colspan="2" class="diff-side-deleted"></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;">; NGI Ireland : [[GGUS:NGI IE FAQ]]</ins></div></td></tr>
</table>Wbuehlerhttps://wiki.egi.eu/w/index.php?title=GGUS:ROC_UK/Ireland_FAQ&diff=14395&oldid=prevWbuehler: https://gus.fzk.de/pages/ggus-docs/PDF/2200_FAQ_for_ROC-UKI.pdf2011-03-24T16:18:53Z<p>https://gus.fzk.de/pages/ggus-docs/PDF/2200_FAQ_for_ROC-UKI.pdf</p>
<p><b>New page</b></p><div>{{GGUS-FAQ<br />
|Unit= ROC UK/Ireland<br />
|Interface= H<br />
|Updated= 2007-04-25<br />
|purpose= The purpose of the UKI ROC support group is to provide support for operations and user issues to<br />
the UK and wider EGEE communities.<br />
The UKI ROC manages tickets for 19 sites which do not have their own helpdesk systems. The<br />
RAL Tier1 has a separate system from the system of the ROC.<br />
The helpdesk for the UKI ROC is provided by the National Grid Service and runs on Footprints.<br />
|responsible= Questions about the UKI ROC helpdesk can be sent to Philippa Strange<br />
|documentation= n/a<br />
|sortname=Roc uk-ireland<br />
}}<br />
<!-- put the following lines above the }}<br />
|components= For which components do you provide support?<br />
|assigned by= Who will assign tickets to UNIT?<br />
|solved by= Are tickets typically solved in UNIT or reassigned elsewhere?<br />
--></div>Wbuehler