Note: This web site is only kept up to date for OSG Software
1.2 (VDT 2.0.0). If you are looking for information for the most recent
release, the RPM-based OSG Software 3.0, please see
the OSG documentation web site
Doing VDT Support
This is a brain dump of how Alain does VDT support, and guidance for how
others should help with it in his absence.
It’s important to see the incoming tickets. Alain subscribes to
email@example.com. This causes him to see lots of email, but it
also means he gets quick notification of everything that will become a ticket.
Also, it for some reason RT doesn’t make a ticket, Alain still sees it.
Alain is also copied on all email that RT sends, though he forgets how it is
set up. So he sees all new vdt-support tickets when they are created.
Other people can do this, or they can just load the RT page once a day to see
what is happening.
Handling different tickets
For spam, I delete the ticket. (Resolve->Deleted)
For GOC announcements that affect the OSG-EDU
site we run, I assign them to Scot if he is around, or I handle them if he
isn’t. Most of them aren’t hard, and they are rare.
For GOC announcements that require no action from us, I resolve them, and
mark them as rejected. This is so when we calculate statistics on how many
tickets we’ve gotten, these don’t look like real work. We get a
lot of random announcements from the GOC.
Tickets about dCache. Neha Sharma at Fermilab is responsible for them. If
they originated as a GOC Footprints ticket, I tell her the ticket number in
private email, then I respond to the GOC and tell them that Neha will take
it in Footprints. For tickets sent directly to us, I tell Neha about them
and she gets them into the GOC’s Footprints ticket handling system.
John Weigand reports a lot of VOMS problems to us directly, and other people
sometimes do. I see how much I can resolve, and often end up making a
ticket in Savannah. Record the Savannah ticket URL in the RT ticket.
Security problems: Make sure that Mine Altunay firstname.lastname@example.org and Jim
Basney email@example.com know about them. I usually participate on a
closed security discussion mailing list, osg-security-l, to discuss security
problems. If I’m gone and someone else needs to join the list, ask
Other tickets are dealt with on a case-by-case basis, assigning them to
people as appropriate. If I’m gone, but a ticket really requires my
attention, do what you can do. Tell the responder about me being gone. If
it has to be dealt with before I return, do the best you can.
Tips and Advice
Don’t hesitate to call people: It’s often the fastest way to
If people have gotten enough of their VDT installation done that they have
the vdt-system-profiler installed, have them run it. It requires
VDT_LOCATION to be defined, so they have to do that if setup.sh
doesn’t exist. It makes a vdt-profile.txt that is really useful for
answering lots of questions about their installation.
I often find that if I can get a login on someone’s computer,
debugging goes much faster. You can’t always get one, but it
doesn’t hurt to ask.