CMS/SNOW Meeting

Present: Ivan Glushkov, Peter Kreuzer, Patricia Mendez Lorenzo, Jorge Molina-Perez

News from SNOW:

• SNOW supports e-groups. Every SNOW ticket can be sent to an e-group, the members of which are included in the discussion. The visibility of a ticket depends on the visibility of the functional element to which the ticket is associated.
• More then 50% of the functional elements in SNOW are set with default visibility "CERN" (100% for GRID associated functional elements). Setting of the visibility of additional functional elements to "CERN" can be discussed with IT if needed.

Request from SNOW Team:

• 90% Reduction of the number of CMS Snow Power Users.

Advantage of Snow Power Users used by CMS Computing Team:

• Visibility of all functional elements
• Possibility to force the ticket directly to 3rd level of support through the "SNOW tool"

Reasoning for Snow team request:

• All tickets relevant to the CMS computing operations are with visibility "CERN". No need to be a Snow Power User to see them, just a CERN user.
  • A link to a SNOW ticket can be sent to anyone at CERN, and they can see it, and reply to it.
  • When a SNOW ticket is submitted it can be CCed to an e-group.

• The possibility of forcing the ticket priority is rarely used by most of the CMS Power Users (mostly 0 - 3 times for the last two years - statistics to be supplied by Patricia)
  • A higher (2nd) support level is automatically given to GGUS team tickets. IT is encouraging using those with preference to SNOW tickets. A team ticket can be sent from any member of VOMS group /cms/TEAM. It can always be escalated to an ALARM state.
  • A standard GGUS ticket goes to the 1st support level.

• Limit the amount of Power Users to minimum - less costs (SNOW is a commercial software - IT pays for more Power Users)

-- IvanGlushkov - 02-Sep-2013