LCG Grid Deployment - CERN ROC

CERN ROC Remedy Tips and Tricks

Remedy vs. GGUS

Good reasons to use Remedy instead of GGUS to handle tickets to Cern ROC

• Searches in Remedy are more powerful and customisable than in GGUS
• FIO people would use only one trouble ticketing system
• ?

Things easier to be done with GGUS directly

• interaction supporter-end user
• re-assignment of a ticket to another GGUS support unit

Connecting to remedy

The server to connect to is sunar01.

Using the windows terminal server client

Use the "Terminal Server Client" from inside the "Applications/Internet" menu at the top left of your screen. On the connecting window

• in the "General" tab set the computer to "cernts.cern.ch", domain to "CERN" and client hostname to the hostname of the machine you are using.
• In the "Display" tab
  • you can change the resolution of the screen. The suggested resolution for nodes in the ROC room is "1280x960".
  • change the Colour to "True colour (24 bit)"

From command line

rdesktop cernts -a 15 -g 1280x1024

Using your browser

Remedy web interface

Handling customised searches on the PRMS Client (windows)

To SAVE the search:

Method one (only for windows client)

• Advanced search (link on the left)
• Advanced (Button on the top right)
• Copy the conditions in the "Search Criteria" field
• Run the search (Button on the top right)
• On the main menu: Actions --> Save Search ...

Once a search is saved I couldn't find a way to remove it from the interface, but they can be overwritten by saving new criteria with the same name.

Method two (windows client and web interface)

Store the search under your "User Parameters" (link on the left, under SYSTEM)

• Open the "User Parameters" link
• Go to the "Searches" tab
• Edit your queries there. You can copy and paste from the "String" field below, but you have to escape the reserved words, i.e. $DATE$ becomes $\DATE$.

To USE the search

Method one (only for windows client)

• Advanced search (link on the left)
• Little arrow close to "Search" (Button on the top right) --> My Searches

Method two (windows client and web interface)

• Searches are available from the "SEARCH CASE" box on the top left of your screen/browser.

To manage your Saved Searches file

Searches defined by users are stored by the client in a text file named USER_saved.srh. Editing this file is a practical way to manage your customised searches (e.g. RENAME DELETE, MODIFY, CHANGE ORDER).

IMPORTANT: Before doing any modifications to this file the Remedy client must be turned off, otherwise the client will overwrite your changes.

This file can be edited also if you are using the client installed on the Cern terminal service. Just verify where the client is writing checking, from the menu,

Tools --> Options ... --> General --> Search Path

( e.g. my searches are stored in C:\Documents and Settings\aretico\Application Data\AR System\HOME\aretico_saved.srh )

Some useful searches

These are the predefined searches I found useful so far:

Num Schemas=1
Schema   {
   Schema Name  =PRMS:ProblemMgmt
   Server Name  =sunar01
   Num Searches =6
   Search   {
      Name=ROC - Open
      QBE Data=

      String=('GGUS ID'  != $NULL$) AND ('Status' != "Fixed") AND ('Status' != "Closed")
   }
   Search   {
      Name=ROC - Open Waiting for ACTION
      QBE Data=

      String=('GGUS ID'  != $NULL$) AND ('Category'!="EXTERNAL SITES") AND ('Status' = "Assigned")
   }
   Search   {
      Name=ROC - Open CERN-PROD
      QBE Data=

      String=('GGUS ID'  != $NULL$) AND ('Domain' != "ROC CERN") AND ('Category'!="EXTERNAL SITES") AND ('Status' != "Fixed") AND ('Status' != "Closed")
   }
   Search   {
      Name=ROC - Open EXTERNAL
      QBE Data=

      String=('GGUS ID'  != $NULL$) AND ('Category'="EXTERNAL SITES") AND ('Status' != "Fixed") AND ('Status' != "Closed")
   }
   Search   {
      Name=ROC - Last week - Arrived
      QBE Data=

      String=('Arrived' > $DATE$ - 604800) AND ('GGUS ID'  != $NULL$)
   }
   Search   {
      Name=ROC - Last week - Fixed
      QBE Data=

      String=('GGUS ID'!= $NULL$)AND('Status-History.Fixed.TIME' > $DATE$ - 604800)
   }
Search   {
      Name=ROC - Last week - Modified
      QBE Data=

      String=('GGUS ID'!= $NULL$)AND('Modified' > $DATE$ - 604800)
   }
}

-- Main.diana - 17 Aug 2006