Notes from the User Support discussion during the ALICE Task Force Meeting on Thursday November 29th 2007

• Their request at the 2007-03-01 VO Workshop at FZK Add the flag "Affects the whole VO" [yes/No] on the ticket submission form is the only and most important request of the VO.
• They understand this is now included in the new GGUS ticket submission form to be effective with the December 13th GGUS release. ALICE TF members were prompted to give feedback to the general layout of the new submission form before December 10th to allow GGUS developers to evaluate all feedback received.
  A comment was put in the savannah ticket to emphasise this and make sure the new submission form is viewable by all GGUS users.
• To make GGUS documentation more useful, Alice members are kindly ask to review their links on the relevant GGUS page for VOs and tell ggus-info@cern.ch what should be changed/deleted/added. GGUS developers and Maria Dimou (LHC VO supporter) are in this list and will open savannah tickets, if necessary.
• The VOSupport(ALICE) Support Unit (SU) receives at least one spam ticket per day in GGUS. As I am a member of 7 SUs and have hardly ever seen a spam getting to me before filtering, an investigation is needed to understand whether spam hits Alice as the 1st in the VOSupport list.
  A suggestion would be to include in the Escalation reports, every Monday afternoon, a list of tickets, eventually flagged as SPAM across Support Units, in order to see, if some suffer more than others. Over a few weeks, we might observe patterns that explain this. To keep better trace of the status of this, savannah ticket #103127 was opened.
  Note from Section 7.2 point 5 of the Supporters' Tutorial :
  "If you receive a ticket which has obviously been created by a spam e-mail getting through the spam filter, then you mark it with a special type of problem called Spam. Change the type of problem to SPAM and close the ticket setting status to SOLVED. Spam tickets are deleted from the system after one week automatically."
• Alice uses some scripts written by Domenico Vicinanza (IT/GD) that consult SAM results via the SAM programmatic interface and could submit tickets to GGUS, when SAM results show problems at a site. To avoid submitting multiple tickets for the same problem, when it persists multiple SAM check runs, a read access to the GGUS database is necessary. ALICE says this was requested since June 2007 in email. To keep better trace of the status of this, savannah ticket #103126 was opened.