User Support tasks


Help desk, triaging of problem

  • savannah interface for user questions
    • manage categories and e-mail notifications
    • reply
    • assure that the user gives all needed information
    • assign questions to developers
  • mail interface
    • reply
    • forward
  • hypernews forums
    • monitor
    • reply
    • assign user questions to a correct forum or savannah
  • physical help desk
    • guide users through documentation
    • reply to questions
    • assign
    • get user feedback


  • WorkBook
    • review
    • update
    • help new contributors
    • organize prints
  • CMS Offline Guide
    • help contributors (page editing, renaming)
    • review
    • monitor that no CMSSW documentation appears outside Offline Guide
  • CMSSW Reference Manual
    • manage
    • define guidelines
    • request updates
    • monitor quality


  • define agenda
  • contact speakers
  • chair the sessions
  • help preparing material

Tools for data/job monitoring

  • DBS (under data management group)
  • CRAB monitoring (under CRAB development team)
  • ARDA dashboard


  • afs accounts and disk space management
  • grid certificates, VO management


  • User Support coordinators: Kati Lassila-Perini and Akram Khan
  • Help desk
    • Trouble shooter - application (CMSSW) problems: 2 FTEs (to be found)
    • Trouble shooter - computing (data access) problems: 1 FTE (to be found)
    • Trouble shooter - computing (CRAB/grid) problems: 0.5 FTE (to be found), CRAB team
  • Documentation
    • WorkBook and Offline Guide editors: Jenny Williams (on leave until July 08) and KLP
    • Reference Manual editos: 50% Aresh Vedaee
    • Technical writer: 1 FTE (to be found)
  • Accounts
    • afs manager: Martti Pimia (replacements: Andreas Pfeiffer, Gilles Raymond, KLP in real emergency)
    • grid: Andrea Sciaba' (20%) (replacement: Anjum Shezard)
  • Support at sites
    • FNAL: Patrick Gartung, Eric Vaandering
  • Descriptions for the missing FTEs:

People & tasks


  • Help desk
    • overview savannah (add new CMSSW versions, manage categories and e-mail notifications)
    • take care of the e-mail interface
    • manage the help desk
    • follow hypernews forum for user question (reply, add to FAQ)
  • Documentation
    • overview the full documentation set: WorkBook, Offline guide and Reference manual
  • Tutorials
  • Hypernews
    • follow the forums for user questions
    • add frequently asked questions to the FAQ list
  • Job/data monitoring tools
    • overview that they correspond to users' needs

Application trouble shooter

  • savannah, for each question with CMSSW problems:
    • check in the HN search this has not yet been discussed/replied
    • verify that the user has provided all the necessary information (config file, version, private code)
    • reproduce the problem
    • find the experts: usually the admins of the CMSSW package where the problem appears
  • hypernews
    • monitor, reply
  • to get started: CMSUserSupportApplTroubleShooter

Computing (data access) trouble shooter

  • savannah, for each question with data access problems:
    • check in the HN search this has not yet been discussed/replied
    • verify that the user has provided all the necessary information
    • find the experts: a tentative list of contacts is in SWGuideDocumentationContacts
  • hypernews
    • monitor, direct user questions to savannah
  • to get started: CMSUserSupportDataTroubleShooter

Computing (grid/CRAB) trouble shooter

  • for the moment, crab feedback hn forum, people involved (picked up the names who have answered to the questions): Stefano Lacaprara, Daniele Spiga, Oliver Gutsche, Karsten Hof, Giuseppe Codispoti, Marco Corvo, Tony Wildish, Federica Fanzago, Alessandra Fanfani

Offlline Guide editors

  • contact the conveners of the activities and encourage them to provide documentation
  • help with editing
  • move all CMSSW related pages to Offline Guide
  • monitor the pages so that they follow the Offline Guide format

Workbook editors

  • overview the general structure
  • update to a new CMSSW version

Reference Manual editors

  • manage
  • define guidelines
  • request updates
  • monitor quality

User accounts

Technical writer

-- CMSUserSupport - 07 Nov 2006

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Topic revision: r13 - 2008-06-02 - CMSUserSupport
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