GGUS and SNow support units for critical WLCG services

NOTE: updates of this page need to be replicated in SNow Knowledge Base article KB0007528.

CERN: GGUS support units

ROC_CERN

This concerns most of the WLCG services at CERN.

Examples: storage, computing, databases, FTS, VOMS and more. Exceptions: see the rest of this page!

Open a GGUS ticket with notified site CERN-PROD and/or assign it to support unit ROC_CERN.

Team and alarm tickets also go there!

CERN IAM services

This concerns normal-priority tickets for CERN IAM services (for high priority, please use SNow as detailed below).

Open a GGUS ticket and assign it to CERN IAM services.

CRIC

This concerns CRIC, WAU and WSSA.

Open a GGUS ticket and assign it to CRIC.

WLCG Grid Monitoring

This concerns SAM, ETF, SiteMon and experiment / WLCG dashboards in Monit.

Open a GGUS ticket and assign it to WLCG Grid Monitoring.

WLCG Network Throughput

This concerns WAN issues experienced by LHC experiments with WLCG sites, possibly through LHCONE or LHCOPN.

Open a GGUS ticket and assign it to WLCG Network Throughput.

WLCG Squid Operations

This concerns Squid monitoring and expertise for ATLAS or CMS.

Open a GGUS ticket and assign it to WLCG Squid Operations.

CERN: SNow support units

GitLab

Open a SNow ticket for GitLab.

IAM

This concerns high-priority tickets for the CERN IAM services (for normal priority, please use GGUS as detailed above).

Open a SNow ticket for IAM.

Indico

Open a SNow ticket for Indico.

JIRA

Open a SNow ticket for JIRA.

Twiki

Open a SNow ticket for Twiki.

Video conferencing

Open a SNow ticket for Zoom.

Windows terminal service

Open a SNow ticket for Windows terminal service.

Services at other sites

Accounting Portal

Open a GGUS ticket and assign it to Accounting Portal.

FTS

Open a GGUS ticket and assign it to the site whose FTS is concerned:

• BNL → assign to USATLAS
• FNAL → assign to USCMS
• RAL → notify site RAL-LCG2

Note: CERN → see ROC_CERN.

GGUS

Open a GGUS ticket and assign it to Helpdesk (GGUS).

If GGUS is unavailable:

• check if the service is in a registered downtime
• check if the hosting site KIT is in a relevant downtime

If needed, send an alert to support at ggus.org and/or alert the KIT Tier-1 staff.

GOCDB

Open a GGUS ticket and assign it to Configuration and Topology Database (GOCDB).

MyOSG

Open a GGUS ticket and assign it to OSG Software Support.

Stratum-1

Open a GGUS ticket and assign it to the site whose Stratum-1 is concerned:

• ASGC → notify site Taiwan-LCG2
• BNL → assign to USATLAS
• FNAL → assign to USCMS
• RAL → notify site RAL-LCG2

Note: CERN → see ROC_CERN.