FAQ FOR WMS SUPPORT UNIT
Responsible Unit: WMS
Helpdesk: GGUS (Operations Helpdesk by TPM)
What is the purpose of the WMS Support?
The purpose of the WMS SU is handle tickets assigned to it through the GGUS system. These tickets can originate from a user or from operations. The WMS SU will deal with problems concerning the WMS software. It does not cover issues regarding other components deployed in the WMS node (in this case the tickets will be reassigned to other SUs)
For which components does WMS provide support?
The WMS SU will deal with problems with the WMS component (Workload Management System), also known as the Resource Broker. It does not cover issues concerning other components deployed in the WMS node and concerning the Logging and Bookkeeping service.
Which quality of service (QoS) will you provide?
Who will assign tickets to WMS Support?
A ticket is usually assigned to the Workload support unit by DMSU.
Are tickets typically solved in WMS Support or reassigned elsewhere?
The WMS supporters both resolve the matter and solve the ticket or they assign the ticket to another support unit (if the raised issue is not in the WMS software).
Who is responsible for WMS Support?
Tickets are sent to a proper mailing list ( wms-support AT lists DOT infn DOT it) which include all WMS developers.
What documentation is available on WMS Support?
What is the usual "Type of Issue" for the tickets of WMS?
What if I have questions which are not dealt with by this FAQ?
Open a GGUS ticket indicating that it should be directed at the WMS team.