ticket assignment overview - raeker/ARC-Wiki-Test GitHub Wiki
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College and Assignees
|
Procedure |
|---|---|
|
LSA: John Thiels (jthiels), Mark Champe (mrchampe), Charles Antonelli (cja), Mike Messina (messinam) |
Do NOT answer or assign. If the ticket sits for longer than 24 hours, you may ping them on #umlsasupport on Flux Support workspace. If the ticket sits longer than 48 hours, you may assign to LSA support. |
|
Engineering (CoE): Malcolm Miranda (mmiranda), Jason Sonk (jsonk) |
Assign. If urgent then slack in #umcoesupport on Flux Support workspace. If you are 100% sure you know the correct answer, you are encouraged to take the ticket yourself. Reach out for help if it's needed. |
|
Medical: Ken Weiss (kgweiss), Jim Kenyon (jkenyon), Richard Merkle (ram) |
Assign and ping them on #ummedsupport on Flux Support workspace. If you are 100% sure you know the correct answer, you are encouraged to take the ticket yourself. Reach out for help if it's needed. |
|
Public Health Dan Barker (danbarke) |
Assign and ping Dan. He's on the Flux Support workspace. If you are 100% sure you know the correct answer, you are encouraged to take the ticket yourself. Reach out for help if it's needed. |
|
Life Sciences Institute Brad Battey (bbattey), Christopher Lilienthal (lilienc) |
Answer to the best of your ability, but keep in touch with Brad and Christopher on #umlsisupport on the Slack workspace UM Flux Support if you are unsure of anything. LSI support doesn't have a big TDx presence. Assign Software Team, Systems Team, or Storage Team if necessary. |
|
Any other college: Todd Raeker (raeker) and Helpdesk (depending on the ticket) |
Ping Todd in #usersupport on ARC-TS workspace. If you are 100% sure you know the correct answer, you are encouraged to take the ticket yourself. Reach out for help if it's needed. |
| Ticket Topic |
Who Does It Go To?
|
| Great Lakes User Login | Helpdesk |
| Lighthouse User Login | Helpdesk |
| Armis2 User Login | Helpdesk |
| Flux User Login | Helpdesk (This may be going away. Was only used for allowing users access to Data Den) |
| Cavium User Login | Helpdesk |
| Create Great Lakes Slurm Account | Helpdesk |
Add user to a Resource Account |
Helpdesk ***make sure the requestor has the authorization to make the request*** |
| Add user to a Unix Group |
Helpdesk, mirror changes on Great Lakes and Lighthouse if necessary ***make sure the requestor has the authorization to make the request*** |
| Job troubleshooting |
***If it's an LSA ticket, leave it alone***, otherwise: Helpdesk Reach out for help if it's needed. Don't give the user too much information in any single email. Find out what the user wants to know first. |
| Shortcode Change |
Helpdesk If for a storage volume you can give the user the instructions listed on the Turbo FAQ page |
| "Take me off mailing list" |
Helpdesk Send the user an initial reply indicating that to remove them from the HPC mailing lists they will also need to have their logins and data removed. Once they agree follow the steps in the Removing Users From Great Lakes section on the Great Lakes Support page. |
Globus |
Helpdesk or Todd Raeker. (Corresponding Unit Support if there is a storage mount involved under it) |
| Moving Data | Unit Support. If the user is from Information, SEAS, or ROSS then helpdesk takes it. |
| Problems with non-arcts storage hardware or auto-mounts |
Systems Team Ping them in #systemstickets on ARC-TS Slack workspace |
| Software |
***If it's an LSA ticket, leave it alone***, otherwise: Corresponding Unit Support or the ARC software team (Each unit handles any software their users might need, even if software happens to overlap.) |
| Scratch |
Storage Team Ping them in #storagetickets on ARC-TS Slack workspace |
| Group or Directory Permissions (Not related to Turbo/Locker/Data Den) |
Systems Team Ping them in #storagetickets on ARC-TS Slack workspace |
| Sign up for storage (Turbo/Locker) | Give user relevant instructions listed on this page ordering storage. Instruct the user that they must have permission from their shortcode's signer. |
|
Modify storage (Turbo/Locker) |
Give user relevant instructions listed on this page Turbo FAQ page. Instruct the user that their storage volume will not appear in their list in SRS if they do not have permission to edit that volume. |
| Sign up for or modify Data Den volume |
Storage Team Ping them in #storagetickets on ARC-TS Slack workspace |
| Problems with Turbo, Locker, or Data Den storage hardware or auto-mounts |
Storage Team Ping them in #storagetickets on ARC-TS Slack workspace |
| Conflux | Todd Raeker |
| Cavium |
DSI Team Ping them in #dsitickets on ARC-TS workspace |
| Yottabyte |
YBRC Support Team Ping them in #ybrctickets on ARC-TS workspace |
| Problems with Great Lakes, Lighthouse, or Armis2 hardware |
Systems Team Ping them in #systemstickets on ARC-TS Slack workspace |
| NFS Issues (Outside of Turbo, Locker, OSiRIS) |
Systems Team, Storage Team. (Depending on the issue, YBRC or DSI) Ping them in #usersupport or team-specific channel on ARC-TS workspace |
| Change ownership of Lighthouse nodes |
Systems Team and Unit Support Ping both of them in their respective channels on ARC-TS and Flux Support Slack workspaces. |
| Something about "coreimage" machines | Redirect the user to help.med.umich.edu |
| Precisionhealth project |
This is the Mcommunity group for who is aloud to be in the Armis2 accounts - precisionhealth_project1 and precisionhealth_project2 https://mcommunity.umich.edu/#group/members:precisionhealth-mgi-db If you are unsure, ask Jeremy Hallum (jhallum) or Steve Wolodkin (wolodkin) |