GGUS:TPM/How to assign a new GGUS ticket

GGUS wiki / GGUS Documentation

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GGUS-TPM How to assign a new GGUS ticket

Security

• Ticket that looks like a potential security incident
• A user is banned or has authentication problems at a site

Job Submission

• Job submission failure

Replica Management

• FTS transfer failed
• TPM/lcg_cr fails
• LFC catalogue
• SRM failed. A buggy version of d-cache/srm/sbin/srm

VO software

As of Feb 2009 due to https://savannah.cern.ch/task/?8846 one may be able to see which applications a VO supports on its VO-ID card, if this gets implemented. For TPMs, we'll try to build a list of VO-Supported packages per LHC Experiment VO.

Alice

• AliEn, MonaLisa, xrootd, specific services of the experiment software installation.

ATLAS

• PANDA Athena, CMT, DQ2, AMI, Atlas installation tools

CMS

• PhEDEx CMSSW SiteDB DBS DataDiscovery ProdAgent CRAB JobRobot

LHCb

• Gauss Boole Brunel DaVinci ConditionDB SetupProject LHCb CMT SQLlite Dirac-install

Database (3D project)

• Streams Monitor Error Report

Installation Upgrade Problem

• A new release is out and a site is not managing to upgrade successfully

vomrs/voms Problem

• Don't get a VOMS role. [: Grid users renewing their personal certificates:Grid users renewing their personal certificates]
• OutOfMemoryError https://savannah.cern.ch/bugs/?16843
• [: can't visit CMS VOMRS server using my certificate:can't visit CMS VOMRS server using my certificate] https://gus.fzk.de/pages/ticket_details.php?ticket=16112
• Generic verification error for VOMS (failure)!

SAM-related Problems

• Who is running What (the SAM Service Map)

Other Unspecified Problem

Operations Manual Update Request

• Short characterization of the ticket
  • Assignment
  • The ticket has a request for a change in the Operations Manual assign the ticket to the COD support unit.

Access problem of a single user on one or more sites

A user belonging to a recognized VO has problem submitting jobs at one or more sites in the grid.

• Assignment

1. If the problem description shows a case of user ban at one or multiple sites
   • the ticket should be assigned to the ROC but the Security Management GGUS unit should be involved in addition, using the "involve others" field. Their e-mail address can be found on https://gus.fzk.de/pages/resp_unit_info.php
2. If a savannah bug is the problem cause
   • open the savannah bug if necessary
   • Add the exact savannah bug number in "Related issues" and close the GGUS ticket as 'unsolved'.