Proposal to route the tickets to castor.support via Helpdesk, in line with FIO's attempts to route all support lines this way.

current situation analysis

Looked at the tickets in Domain=IT Services Category=Mass Storage Type=Castor Support

in 2009 ('Arrived' >= "01/01/2009") we had 458 tickets until 06 July 2009. Out of these, several were used for alarming/direct service notifications (and as such {sh|w|c}ould not be routed via helpdesk):

• 164 were sent by sysadmin-team@cernNOSPAMPLEASE.ch (various subjects; hardware gone bad/certs expiring)
• 28 were sent by ccservice.manageronduty@cernNOSPAMPLEASE.ch ("Grid Certificates Expiring in the next 2 weeks")
• 15 were sent by castorc3@mailNOSPAMPLEASE.cern.ch ("Castor directory changes needed (compared to /etc/passwd):")

This leaves 251 "user" tickets (or 41/month).

2008: ( 'Domain' = "IT Services" AND 'Category' = "Mass Storage" AND 'Type' = "Castor Support" AND 'Arrived' > "01/01/2008" AND 'Arrived' < "01/01/2009" )=

Requirements from UDS

(as per a mail from Nick → Denise from 2008. To be verified.

• SLD (service level description) - FsSLDLxplus might be a good template.
• cookbook, FAQ, recipe for further routing - to be done, SMODCastorProcedures are starting point (but too complicated)
• estimate number of calls/week or month - see above
• estimated time per call - FIXME depends on interface
• 2h training session for helpdesk staff; initial coaching - TBD

Example queries for Helpdesk

I have been waiting for ages for my file ...

Helpdesk would need to see whether the system is performing as expected, or whether manual intervention from the service managers is required. To do this, they would need to

• possibly extract more information (FIXME need full path? nsfileid? error message?)
• run a =checkreplicas=-equivalent (this is privileged due to DB passwords, so needs some intermediate interface)
• analyze reply to get estimated wait time (in case everything is OK) and close ticket, or pass on to service manager.

"something is wrong"

Extract more information, as per the recipe on SMODCastorProcedures#Get_the_relevant_details

Tools/Development

In order to allow Helpdesk to access the current state, they would need access to c2adm, or would have to use some (authenticated) web gateway.