FAQ GGUS-New-Support-Unit-or-VO

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GGUS-New-Support-Unit



How can I register a new support unit?

For registering an Operations Centre please follow the instructions here.


Registering a new Support Unit (SU) in GGUS requires two steps to be done. The first step is to submit a request in the GGUS JIRA or the EGI RT requirements queue. Please provide a short description of the purpose of the new support unit in the request. Additionally a contact email address is required for further discussions. Alternatively you can submit a GGUS ticket describing your request. The GGUS development team will open, on your behalf a request in the GGUS JIRA or the EGI RT requirements queue for planning the effective date of your VO integration as a production GGUS SU. You will receive an automatic notification with the JIRA or RT ticket corresponding to your case. If you have questions about this process please contact ggus-info[atnospam]cern.ch.

If your request is accepted for implementation the second step is

  • providing an FAQ in the FAQ wiki describing the new support unit.
  • providing a mailing list having members who are willing to give support for GGUS tickets.
  • registering all people acting as supporters in GGUS.

How can I register a new VO?

In case you request to provide support for a VO via GGUS you don’t need to provide an FAQ. Instead please fill the VO-ID card if not done yet and tick the "GGUS dedicated user support" flag. After you have completed your VO-ID card the GGUS development team was notified about your wish to provide support to the users of your VO via GGUS. It is your responsibility to maintain your VO-ID card up-to-date with valid information about the supporters of your VO. Nevertheless please follow the instructions for setting up a mailing list below.

If your request is accepted for implementation the second step is

  • providing a mailing list having members who are willing to give support for GGUS tickets.
  • registering all people acting as supporters with a valid grid certificate in GGUS.

Please see also the WLCG twiki for additional information.

Who will decide on the registration request?

The decision on implementation of new support units is usually made within a small working group, discussing new request on a weekly phone meeting. Participants are the GGUS developers and a representative of the WLCG community.

Who will set up the mailing list for receiving ticket notification mails?

This mailing list has to be set up by the requester. Ticket notifications and reminders will be sent to this mailing list. Mailing list can be either set up

  • at the site of the requester him(her)self or
  • at CERN (e-group).

What are the requirements for setting up a mailing list?

  • If the requester provides a mailing list for receiving ticket notification mails (s)he has to make sure that GGUS is allowed to post to this list. GGUS uses two different mail addresses. helpdesk[atnospam]ggus.org is used for ticket related emails, support[atnospam]ggus.org is used for contacting the GGUS developers. These two addresses MUST be allowed to post to the SU mailing list.

What are the requirements for setting up a CERN e-group?

  • If the SU requester has a CERN login, then the SU mailing list can be set up as a CERN e-group. It should be labelled <<yourSUname>>-grid-support[atnospam]cern.ch. E-groups for VOSupport should be labelled <<yourVOname>>-grid-support[atnospam]cern.ch.Owner of the e-group will be the SU requester. The CERN e-group should be created to contain the administrators of the SU e-group. These will be the SU requester, one or more backup people and the GGUS team via the inclusion of the existing e-group 'ggus-lists-admins'. See the e-group instructions for details.

Where do I get the template for the FAQ wiki page?

The template for the FAQ wiki page is linked from the Support Unit FAQ page.

VO Support
If you represent a new VO and your request to join GGUS was submitted via operations portal you won't need to create an FAQ. Your VO-ID card at the operations portal should contain valid information about the supporters of your VO.

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

Please submit a GGUS ticket.