DB ES Experiment Support Ticketing Systems Request Trackers

DB ES Experiment Support Ticketing Systems & Request Trackers CERN IT Department CH-1211 Geneva 23 Switzerland www. cern. ch/it

ES CERN IT Department CH-1211 Geneva 23 Switzerland www. cern. ch/it Tech & Tools | Proced. & Policies • GGUS: Used by all 4 experiments for incident reporting. • Savannah: Used by ATLAS, CMS, LHCb for internal investigation before bridging incidents to GGUS (CMS) or to other trackers (ATLAS) for development &/or release mgnt (LHCb). • TRAC and JIRA are used by some experiments (CMS for sure) as development trackers but supporters make it available ‘as is’ so required improvements (e. g. on performance) are done on a besteffort (? ) basis. Author etc 2

ES Top issues/ efficiency gains • GGUS – Some external interfaces periodically break. – GGUS continuous availability is important. We don’t have a full stack of automatic fail-safe solutions today. – Better reporting could avoid info repetition in multiple meetings (maybe…) • Savannah – Its future seems unclear. Is it? – Should more integration be done with other systems (GGUS? ) • TRAC / JIRA – Experiments like them and wish to have them (or their derivatives) officially supported. CERN IT Department CH-1211 Geneva 23 Switzerland www. cern. ch/it Author etc 3