WLCG VOCs, Experiment Support (ES) and CERN IT Service Managers'(PES) meeting
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Date: 2011/03/21
Location: CERN 513-R-068
Participants: 
Roberto Santinelli (LHCb VOC), Maria Dimou (ES, GGUS-SNOW liaison),
Jorge Amando Molina-Perez & Peter Kreuzer (CMS VOCs), Serguei Baranov (ATLAS VOC), 
Maarten Litmaath & Lola Saiz Santos (Alice VOCs), Patricia Mendez Lorenzo (SNOW),
Maite Barroso & Manuel Guijarro & Ricardo Silva (PES). 
Notes by: Maria Dimou
Last update: 2011/03/22

Purpose: 
To identify the optimal method for the VOCs to provide support 
for issues concerning experiment applications running on the VOboxes.

Decision: 
If the VObox Infrastructure supporters receive a ticket (in our days
this happens in service-now, alias: SNOW) that concerns experiment applications 
running on the VObox they will close it prompting the user to email 
the e-group vobox-voc-[Experiment_Name]@cern.ch

Reasons:
1. Not all VOCs are in CERN IT dept. where SNOW is the recommended tool.
2. There were very few cases in the predecessor tool (PRMS) in 2010 
(8 for Atlas, 22 for CMS) to justify learning a new ticketing system.
3. PRMS was offering world-wide clickable URIs. SNOW tickets are accessible 
only by the submitter, the supporters and the watchlist (so far).
4. The VOCs need to ask for experiment assistance or inform on progress various e-groups, 
twikis and savannah trackers, hence point 3 above is a real obstacle to provide
support.
5. SNOW (so far) expands e-groups into their membership when sending email
notifications. For experiment e-groups with hundreds of people, ticket management
will appear quite bogus.
6. This is the practice already used by the VObox infrastructure support for the other
VOC e-groups, members of VOBox-VOC-All@cern.ch, namely:
VOBox-VOC-ALICE
VOBox-VOC-ATLAS
VOBox-VOC-CASPUR
VOBox-VOC-CMS
VOBox-VOC-COMPASS
VOBox-VOC-ETICS
VOBox-VOC-HARP
VOBox-VOC-LCD
VOBox-VOC-LHCb
VOBox-VOC-NA48
VOBox-VOC-PARTNER
VOBox-VOC-SEC
VOBox-VOC-SFT
VOBox-VOC-arda
VOBox-VOC-dip
VOBox-VOC-thqcd 


A.O.B.: 
1. The LHC experiment VOCs at the time of this meeting are:
> ALICE: Lola Saiz Santos, Maarten Litmaath, Latchezar Betev
> ATLAS:  Serguei Baranov, Alexey Buzykaev
> CMS: Peter Kreuzer , Jorge Amando Molina-Perez
> LHCb: Roberto Santinelli, Stefan Roiser, Joel Closier 
The encapsulating e-group is: vobox-voc-wlcg@cern.ch

2. There will be a SNOW tutorial for the 4 LHC experiments on 2011/03/31 
in the IT Auditorium (details will be broadcasted in due time).

3. Peter (CMS) expressed frustration that experiments are not clearly told to
use GGUS only or SNOW only for reporting problems to the Tier0. Maria said that
WLCG problem reporting tool is GGUS but this should probably be reminded on a 
regular basis.