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Comprehensive Guide to Working with Remedy/PRMS at CERN IT-FIO-FD

This guide covers important concepts, user interfaces, grid services, CERN ROC structure, ticket lifecycle, support levels, and practical demonstrations for effective utilization of Remedy/PRMS tools at CERN IT-FIO-FD. Learn about classification domains, user groups, support levels, and the ticket lifecycle management, along with detailed instructions for using the Windows native client and web interfaces. Discover tips for searching, mail notifications, and interactions with support levels. Get insights into IT services, grid services, service infrastructure, and specialized support at CERN ROC. Find all necessary resources and contact information for seamless operation.

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Comprehensive Guide to Working with Remedy/PRMS at CERN IT-FIO-FD

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Presentation Transcript

  1. Working With Remedy/PRMS Bill Tomlin & Carlos Ungil CERN IT-FIO-FD 14 July 2006

  2. What we’ll cover… • Some Concepts • User Interfaces • Grid Services • CERN ROC • Practical Demo

  3. Concept #1: Classification Domain Category Type Item General Desktop support Grid Services FC/SAN Support Switches IT Services Mass storage Disk arrays User Support Remedy Support General Hardware Disks Technical Support CC Support Raid Controllers ROCCERN Databases TSM Backup All

  4. Concept #2: Groups and Support Levels • User Groups • Per domain • Owners • Support Levels • 1st level: help desk (default) • 2nd level: service managers • 3rd level: experts • Each Domain/Category/Type/Item • must have 2nd level group defined • may have 3rd level group defined • Managed by Domain Managers • For IT Services and ROC CERN: Nicole Cremel IT/UDS

  5. Concept #3: Ticket Lifecycle New Email roc-cern.support@cern.ch remedy.support@cern.ch bdii.support@cern.ch rb.support@cern.ch etc. Assigned expert unavailable request for information last request for information expert currently unavailable scheduled intervention waiting for parts sent to external analyst work at external company Open On Hold Fixed Automatic after 5 days Closed

  6. User Interfaces • Windows native client • Download from http://cern.ch/remedy • Most functional • Available in Windows Terminal Services • Web interface • Less features, worse performance • Cross-platform • No installation • Available outside CERN • Mail notifications; link to ticket • Mail interface • Automatic notifications after updates or assignment • Reply to fix or reopen a case, return to helpdesk, classify as spam, inform user

  7. UI: Searching • Quick searches • 15 defined e.g. today, urgent, my open, group’s open, requestor’s • QBE • Any value in a field • Advanced • 'Create Date' > "03/24/2006“ AND ('Status' = "Open" OR 'Status' = "On Hold") • 'Modified Date' > ($DATE$ - (7 * 24 * 60 * 60)) • Can save and reuse

  8. UI: Mail Interface • Assignee/group notified when • Ticket assigned or reassigned • There’s any update • There’s an SLA alarm • Reply always with a keyword to • Upper case, first word in subject • REPLY, FIX, INFO, REOPEN, SPAM, HELPDESK

  9. Grid Services IT Services service1.support@cern.ch Grid Services Service1 … General Service Infrastructure 2nd 2nd 3rd 2nd 3rd GMOD or SMOD Service Support Service Manager Service Expert SMOD

  10. Grid Services: Support groups GD Managedor FIO Managed Infrastructure – 2nd level:Smod3rd level:'type'-support

  11. CERN ROC: Structure GGUS ROC CERN roc-cern.support@cern.ch ROC Support External Sites CERN PPS Inbox ALBERTA-LCG2 … General 2nd 2nd 2nd ROC-CERN-Support ?

  12. CERN ROC: External Sites

  13. Finally… • Current Status • NICE authentication • ROC CERN set up • Grid Services: categories, groups, mail-feeds • Automated feedback to GGUS by 31/7/2006 • Fully described at: https://uimon.cern.ch/twiki/bin/view/FIOgroup/RemedyROCStructure • FAQs & downloads at http://cern.ch/remedy • Email remedy.support for help or set-up • Production starts on Monday • Questions

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