User Support
The EGEE and LCG projects have agreed to use the Global Grid User Support (GGUS) system at Karlsruhe as the primary portal for user support. Note that you should generally have your certificate loaded into your browser when you visit the site, although it is possible to use it without a certificate.
The GGUS site contains various links to documentation and FAQs, and allows tickets to be submitted. The ticket will be assigned to a suitable person/group behind the scenes, and there are checks to ensure that answers are provided in a timely way. For a general description of how the system works, see the GGUS paper from the CHEP06 conference.
The system should be able to deal with any reasonable Grid-related question, from problems at specific sites to general middleware questions through to questions relating to VO-specific software. You should remember to specify your VO when you submit a ticket, as different VOs have different arrangements for dealing with tickets. In some cases tickets will be sent back to the UK support desk for processing, but it's still useful to have the tickets go through the standard procedure.
However, the system is still in development so be aware that the process may not work smoothly in all cases. If you have problems or suggestions please feed them back to the GGUS team (you can submit tickets about GGUS itself).
Before you submit a ticket, try to collect as much information as possible to help the support staff. Some information about how to diagnose problems can be found on the troubleshooting page. Describe the problem as clearly as possible, and include all relevant information, e.g. sites/hosts involved, error and logging messages, JDL files etc.
Tickets can also be submitted directly to GGUS using the following VO-specific email addresses:
alice-user-support@ggus.org
atlas-user-support@ggus.org
cms-user-support@ggus.org
lhcb-user-support@ggus.org
helpdesk@ggus.org
with the last one being for queries concerning VOs without a specific address (check here for the current list of supported addresses).
Although GGUS is the primary contact point for support, GridPP does have a helpdesk at RAL, and queries can be sent using this form. Please use this only if a query to GGUS is not successful, or for UK-specific issues which do not appear to fall into the scope of GGUS.
Last modified Wed 1 March 2006 . View page history
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