FAQ GGUS-Team-Ticket-Process

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FAQ GGUS-Team-Ticket-Process



Introduction

The purpose of TEAM tickets is to allow all team members to modify all tickets of their team although they may not have support access and they do not have submitted the ticket themselves.

Basic requirements for team tickets

Team tickets can only be submitted by people who have the appropriate permissions in the GGUS user database. These people belong to one of the four LHC VOs Alice, Atlas, Cms or Lhcb or the Biomed VO or the Belle VO and are member of the particular VO team. They are expected to have experience and not to be just any member of the VO. The team members are registered in the GGUS user database with special permissions for submitting team tickets. They are authenticated by their certificate. Details on how to submit a team ticket are described in the chapter on team ticket submission.

Technical description

This chapter describes the workflows of team tickets from a technical point of view. The basic conditions like permissions for team tickets are already described in chapter "Basic requirements for team tickets".

Team ticket submission

Team tickets can either be submitted using the GGUS web portal. On top of the ticket submit form in GGUS web portal there is a link to the submit form for team tickets [Figure 1].

Link to the team ticket submit form in GGUS portal
Figure 1: Link to the team ticket submit form in GGUS portal.

As team ticket submitters are expected to be experts who will hopefully provide all necessary information, the number of fields on the team ticket submit form is reduced to a minimum, compared to the number of fields on the user ticket submit form [Figure 2]. Three fields on this form are mandatory:

  • Subject,
  • MoU Area,
  • Notified Site.

All other fields are optional.

Submit form for team tickets in GGUS portal
Figure 2: Submit form for team tickets in GGUS portal

Team ticket processing

The processing of a team ticket consists of two main parts, the notification of the notified site and the routing of the ticket to the NGI/ROC the site belongs to.

Site notification

In parallel to the creation of a team ticket the GGUS system sends an email notification directly to the site specified in field “Notify Site”. This email is sent to a specific site contact mail address.

Ticket routing

Team tickets are bypassing the TPMs and routed to the appropriate NGI/ROCs automatically as long as field "Routing type" is not changed. The decision to which NGI/ROC a ticket has to be routed is done automatically, based on the value of the “Notify Site” field.

Working on team tickets

For working on team tickets and resolving please use the GGUS portal. A reference link to the team ticket is given in the team notification mail. Team tickets can be upgraded to alarm tickets clicking on the button “Click to convert to ALARM” [Figure 3].

Upgrade team to alarm ticket
Figure 3: Upgrade team to alarm ticket

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

Please submit a GGUS ticket.