Service Desk Support Issues¶
Who supports the web server?¶
The web server is currently running on host survey.fnal.gov. Michael Humphries-Dolnick (email@example.com), from COMPUTING DIVISION, LAB AND SCIENTIFIC CORE SERVICES, UNIX SERVER SERVICES.
What web browser/operation system combinations are supported?¶
On Mac OS X (Snow Leopard), we have verified correct operation with Safari (5.1.1), Chrome (15.0.874.106), Firefox (7.0.1), and Lynx (2.8.7rel.2).
On Scientific Linux (Fermi) 5, we have verified correct operation with Firefox 3.6.23.
Any reasonably modern browser that supports cookies, and which does not have cookie support turned off, should work.
What are the common end-user problems we can foresee?¶
- An internet connection is required.
- Each user has to know his Services Account username and password.
- As of the November 1, 2011 meeting, the site was not accessible from off-site. Computer security is going to perform the necessary port scan, and then will remove the block from offsite support.
- Each user must be in the list of scientists (as defined by the Directorate for the purposes of this application). If someone who has a valid services account contacts the site with the correct password, but is not on the list of scientists, he receives an error message directing him to contact Bridgette Fricks (this may change in the future). The CET group members currently supporting the application do not have authority to add anyone to the scientists list unless directed to do so by Bridgette or by Dean Hoffer.
What level of support is required?¶
Peter Garbincius has determined that 8/5 support is sufficient.
How can we verify the survey.fnal.gov machine is up?¶
The system will be monitored by NGOP, which will raise tickets itself based on its uptime requirement when the system is down.
Michael Humphries-Dolnick has checked with the team that administers NGOP and this system will be monitored by NGOP starting Wednesday, 9 November. Meanwhile he will check the host periodically during business hours to ensure that its responding.
Who should be called to answer questions not covered above?¶
For issues regarding failures of the platform, contact LAB AND SCIENTIFIC CORE SERVICES, UNIX SERVER SERVICES. This includes inability to contact the survey.fnal.gov machine, and failure of the web server.
For issues regarding misconfiguration of the web server, contact Marc Mengel (RUNNING EXPERIMENTS, DATA HANDLING SUPPORT).
For issues regarding failures of the survey application, use "Software Development Support" (contact Marc Paterno).
For failures you can not diagnose, use "Software Development Support" (contact Marc Paterno).