GGUS:ROC CERN FAQ
FAQ FOR ROC CERN SUPPORT UNIT
- Responsible Unit
- ROC CERN
- 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?
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?
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.
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