Computing (data access) trouble shooter tasks

"Shift" list

To be agreed with your supervisor taking into account your main activities
  • 26 March - 1 April: Marcelo
  • 2 April - 8 April: Douglas
  • 9 April - 15 April: Wen
  • 16 April - 22 April: Marcelo
  • 23 April - 29 April: Pavel
  • 30 April - 6 May: Douglas
  • 7 May - 13 May: Wen
  • 14 May - 20 May: Pavel
  • 21 May - 27 May: Marcelo
  • 28 May - 3 June: Douglas
  • 4 June - 10 June: Wen
  • 11 June - 17 June: Pavel
  • 18 June - 24 June: Marcelo
  • 25 June - 1 July: Douglas
  • 2 July - 8 July: Wen
  • 9 July - 15 July: Pavel
  • 16 July - 22 July: Marcelo

cms-data-sup: Marcelo Baquero, Pavel Goglov, Wen Guan, Douglas Teodoro, Jose Sanches, Peter Kreuzer, Andrei Khomitch, Christoph Paus, Kati Lassila-Perini

There will be a short informal meeting on Monday morning at 9:30 in the open area between Kati and the trouble shooters of the past and coming week.

Starting from 4 May 2007

Goals

After a period of monitoring and building expertise on possible end-user problems, I will announce the possibility of using of savannah for data access problems to the end-users on May 4. It is likely that we get some "real" questions submitted, and we should start answering to them or assigning them to experts. Peter Kreuzer will also ask the users sending private enquiries to him by e-mail to submit the question to savannah.

Tasks

If an obvious end-user question is identified in the following lists reply to it be asking kindly the question to be submitted in savannah, something like:
Dear NN,

we are now setting up the user support service to track user 
questions on data access in savannah, where we can trace 
the questions and ensure that they will be answered - 
this is sometimes  difficult in the hypernews lists or in private mails.

Therefore, could you kindly submit your question to savannah:
https://savannah.cern.ch/support/?func=additem&group=cmssw

You are encouraged to login as a savannah user (login link top left) 
- first time you do it you will need to register at 
https://savannah.cern.ch/account/register.php - so that the follow-up 
notifications will be sent to you.

Choose "Data access" as the category, specify the release (obligatory, 
but if not relevant, choose "not relevant"). You can specify the "Severity" 
if you wish. Leave the "Status" and "Assigned to" fields unchanged.  
Describe your problem and submit.

For further communication, do not reply to the e-mail notifications,
but always use the savannah web interface for which the link is given 
in the e-mail.

The summary of the instructions can be found in 
https://twiki.cern.ch/twiki/bin/view/CMS/WorkBookHelp#SavanNah

Regards,

nn, Data access troubleshooter on duty
(You can cut this down if you know that the user has experience with savannah.)

When a question on data access appears in savannah:

  • If you can, answer to the question.
    • assign it to yourself by choosing your name in the "Assigned to" field
    • write the solution and submit.
  • If you do not know the answer, contact an expert. This is the difficult point, hopefully Peter and Andrei can help to get contact channels established. To start with, we can discuss together each uncertain case.
    • to assign an expert, you choose a name in the "Assigned to" field
    • if you know whom to ask, but the name does not appear in the "Assigned to" column, ask the person to request membership of the CMSSW project (the instructions are given in https://savannah.cern.ch/projects/cmssw/)
  • In both cases, after a tentative solution is given, ask the user to confirm does the reply answer to the question, and if yes, you can close the ticket (choose Closed from Open/Closed field and submit changes).

Starting from 26 Mar 2007

Goals

The aim is to build the knowledge of the types and quantities of the user questions, and of the people to actually solve the problem. You are not necessarily required to answer to the question, yet (unless you know the answer wink ), in the first few weeks the emphasis is on the monitoring.

Tasks:

  • identify the end-user questions concerning data access in the HN lists
  • enter the question and solution in savannah to keep track of the amount of questions and to record the solution
    • go to the savannah page and login
    • define Data access as category
    • define Release as not relevant or to the CMSSW release the user is using to access the data
    • describe the problem (in the beginning, before the description, add something like
      This question has been copied from the HN forum (https://hypernews.cern.ch/HyperNews/CMS/get/....)
      for bookkeeping purposes. When the question is answered in the HN forum, the answer will be recoreded here. 
      
      and submit
    • browse the question list and open your newly submitted question, write the solution and the name of the person who solved the problem in the "post a comment" field
    • set the open/closed flag to closed and submit the changes
    • NB each submit in savannah with "Data access" as a category will result to a mail to the cms-data-sup list, do not reply to these mails
    • NB2 that the discussions and questions among developers and/or production team do not need to be entered in savannah
  • update the SWGuideDocumentationContacts page if needed
  • inform Kati if there are often similar questions so that the instructions in the WorkBook or the FAQ list in can be updated accordingly and user referred to these pages in the future.

-- CMSUserSupport - 26 Mar 2007

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Topic revision: r11 - 2008-06-02 - CMSUserSupport
 
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