Tools involved in GGUS ALARM ticket quality

Monday 10 May 2010, 15:30 → 17:00 Europe/Zurich

513/R-068 (CERN)

Action from the 2010/04/29 Tier1 Coordination meeting:

Invite GGUS, GOCDB, CIC portal, CERN PRMS, Tier0, Tier1 service managers and LHC VO Authorised ALARMers to analyse issues we encounted in production or during regular tests like: the monthly tests after each GGUS Release.

To connect do one of the following (same room and tel. number as per the WLCG daily meeting):

• Dial +41227676000 (Main) and enter access code 0119168, or
• To have the system call you, click here.

What must work at all times:

1. GGUS front-end and database. So that shifters are always able to submit or update a ticket, See savannah #113831 for front-end and savannah #101122 for the database.. The latter is in service since April 2010.
2. GGUS extract of Authorised Alarmers from VOMS. So that Authorised Alarmers can always be recognised as such. Service in place since June 2009. savannah #104835. If the nightly update returns an empty list the script used for the synchronization stops and the Alarmers of the previous day remain valid for GGUS.
3. GGUS extract of Site names and contact/emergency emails from GOCDB. Tier1 emergency emails were found empty in GOCDB twice in October 2009 and April 2010. See savannah #15009 .
4. Correct and timely Site downtimes' notification from the CIC Portal. So that no ALARMs are opened against sites on scheduled downtime. See appended document for post-mortem of April 2010 incident. See also this web interface to see the current downtimes.
5. Clear operators' instructions for all relevant WLCG services at the Tier0 and all Tier1s.
6. Smooth and quick assignment to the Tier0/Tier1 local ticketing system, e.g. GGUS-PRMS for Tier0. See Tier0 presentation at the Tier1 coordination meeting of March 25th 2010.
7. Should we continue the periodic tests 3-4 times/year before a GDB according to these testing rules ?
8. A.O.B.

Document IN2P3 analysis of CIC portal incident with sites' downtime notifications.

Minutes https://twiki.cern.ch/twiki/bin/view/LCG/VoUserSupport#ALARM_tickets_quality