IT-GT User Support

NEWS
GGUS-SNOW is now active since 19.10.2011

Introduction

This twiki is aimed at IT-GT members who are giving 3rd line user support (in some cases, 2nd line user support) using GGUS. On 19.10.2011, IT-GT supporters moved to SNOW and stopped answering GGUS tickets directly. Using SNOW instead of GGUS is transparent for the end users.

Check the following sections to know what to do to be able to give support using SNOW and where to report problems with SNOW-GGUS.

Supporter in SNOW

In order to become a supporter in SNOW, you need to either:

  • belong to the e-group related to the functional element where you want to give support, OR
  • hold the AIS role SC 2nd line Support or SC 3rd line Support associated with the corresponding functional element (this is referred to Sc Functional Service in the AIS roles application).

Contact your section leader if this is not the case. Note that synchronisation between e-groups/AIS roles application and SNOW takes ~24h.

In the table below you can see the list of e-groups associated to IT-GT FEs:

Functional element e-group
D4ScienceII Technical Services None
DPM Development hep-service-dpm
FTS Development fts-support
lcg_util Development lcgutil-support
LFC Development hep-service-lfc
EMI QA emi-cern-qa
EMI Testbeds testbed-admins
ETICS project-eu-etics-support
gLite Release Pages and Repository man-install-grid-support
gLite UI man-install-grid-support
gLite VOBOX man-install-grid-support
gLite WN man-install-grid-support
SAM/Nagios sam-support
GridView/Availabilities gridview-2nd-line-support
GStat None
Information System Development None
Messaging it-dep-gt-tom-mig-devel

How to use SNOW

If you want to know how to use SNOW, please, follow this SNOW training. Contact maria.alandes.pradillo@cernNOSPAMPLEASE.ch in case of further questions.

Changes in the Service Catalogue

Please, visit the following twiki to understand the proposed changes in the service catalogue affecting IT-GT.

IT-GT in SNOW-GGUS

Check this twiki to understand how the SNOW-GGUS link works for IT-GT, in particular the different workflows for the lifetime of a SNOW-GGUS ticket depending on whether the incident requires a change or not, or whether it involves external CERN supporters.

Existing GGUS tickets before the SNOW-GGUS activation

Existing GGUS tickets have been transferred into SNOW when the link between GGUS and SNOW was activated in 19th October 2011. There are several ways to deal with those legacy tickets:

  • Use GGUS for tickets opened before 19.10.2011 and SNOW to deal with tickets opened after 19.10.2011 (both interfaces allow to perform this query).
  • Legacy GGUS tickets will produce both GGUS and SNOW notifications. Just use the GGUS notification to open the GGUS link and work with GGUS.
  • New SNOW tickets will produce SNOW notifications only. Just use the notification to open the SNOW link and work with SNOW.
  • Copy the comment history from the legacy tickets into SNOW and only use SNOW to deal with them. The list of affected tickets can be found here (not a long list though):
https://ggus.eu/download/escalationreports/emt/html/20111020_EscalationReport_Software.html.

Please, discuss internally in your support units how you want to handle this situation.

Please, note that for any new ticket, supporters should ONLY use SNOW. Only SNOW notifications will be received.

SNOW notifications

SNOW notifications are received in the following circumstances to the following people:

Name Recipient Trigger
New ticket Assigned Group Ticket Creation
Group Transfer New assigned Group Change of assignment group
Return to Assignment Group Assignee Removal of assignee
User Update (ticket assigned) Assigned Group End-User Update
User Update (ticket in progress) Assignee End-User Update

Basically, when there is a supporter whose name is filled in the Assigned to field, this supporter is the only one who gets the notifications.

If there is no person in the Assigned to field (that means the ticket is in state Assigned), the whole assignment group gets the notifications.

Although this workflow cannot be changed, supporters can still configure notification preferences in the Self-Service -> My Profile window. Note that the notifications marked as read only cannot be modified, they are mandatory.

Problems using SNOW-GGUS?

If you experience problems using SNOW (integrated with GGUS for IT-GT), please open a task in the GGUS shopping list tracker in Savannah. In this way, the problem will be investigated together with SNOW and GGUS developers and the necessary actions will be taken in the right tool.

FAQ

  • I have a comment, suggestion or a question not included in this FAQ. Who can I contact? Please, send a mail to maria.alandes.pradillo@cernNOSPAMPLEASE.ch.
  • I want to know more about ITIL in IT. Where can I find more information? Check the CERN Service Management web page with all the information you need to know about ITIL and how it has been implemented for IT and other groups at CERN.

If you are a supporter

  • I have received a notification from SNOW about an incident that has nothing to do with the grid. What should I do? Reassign the ticket to the Service Desk explaining the situation.

If you are a user who wants to report a problem

  • I need to report a problem about any CERN related issue (AFS problem, expired password, network, twiki, etc). What should I use? Please, use the CERN Service Portal to submit an incident or a request.
  • I have reported and incident or request in Service Now and I'm not happy with the workflow: As a normal SNOW user (not as a supporter here!) you would like to report about a bug, missing functionality or give feedback about SNOW. You can always submit a ticket to the Service Now Functional Element using the Service Portal. Please, put maria.alandes.pradillo@cernNOSPAMPLEASE.ch in the Watch List so we can track this type of tickets affecting IT-GT.

-- MariaALANDESPRADILLO - 26-Sep-2011

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Topic revision: r23 - 2012-11-19 - MariaALANDESPRADILLO
 
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