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Considerations

This document serves as a routing and reference guide for tickets within XSEDE.   Use your browser's search utility to locate a key routing word.

The may be multiple instances of any given word, which may require continued searching or search-word refinement.

In spite of this routing guide, there will be tickets where the routing is not clear - in this case, park the ticket in XOC and ask for assistance.  
 


XSEDE Service Providers, Resources & Groups

CoVid-19 Queries
access, accounts, allocations login, access, passwords servers and services user portal
data: archives, *ftp...
networks software and applications web content
email, maillists, aliases xsede news systems issues inca
jobs, queues, batch scripts security issues ticket systemsother

XSEDE Service Providers, Resources & Groups

Assign To:
<queue> <person> <tags>

Systems  Notifications - Details - Other Actions

This section of the Routing Guide highlights SP and WBS queues that have designated assignees.

The default assignee for each SP or WBS group is included below.

Note:  Automatic email notification of ticket assignment to an SP group goes out to a watcher list, and to the person the ticket is assigned to, rather than using a maillist.  Maillists are provided below for secondary contact.

Jetstream - This cloud-based system is split between University of Indiana (IU), TACC  and UofArizona.

Upcoming: Jetstream2

0-Jetstream
leave unassigned
Resource tag = Jetstream
SP tags = as appropriate

Automated ticket feed is jetstream@tickets.dyn.xsede.org

Johns Hopkins -
System: Rockfish

0-JHU
Leave unassigned
Resource tag= Rockfish
SP tags = as appropriate

Rockfish is split between XSEDE (is listed on the XSEDE Resources page) as well as local users.

Ask user to send email directly to the address below. This is a temporary measure. 
help@rockfish.jhu.edu  

NCSA
Incoming: Delta   (XSEDE)
ETA unknown






   --------------------------------------------------


"When will Delta be ready?" queries (RT and Jira)





0-NCSA
Assignee = Jim Glasgow
Resource tag = <system>
Tag = Other


       OR

NCSA Jira
SVC Queue
Leave unassigned

--------------------------------------------------


XOC
Assign to yourself




No system at NCSA currently. No automatic notifications currently.
Though Delta is not online, we are seeing inquiries, as UofI-based allocations have been approved.
https://www.xsede.org/-/ncsa-s-delta-supercomputer-to-be-allocable-by-xsede-this-fall.
https://portal.xsede.org/ncsa-delta


Delta is going to be split between XSEDE and Local users. Local-user queries can go to help@ncsa.illinois.edu; the ticket(s) placed in SVC for now.
See:
http://www.ncsa.illinois.edu/enabling/delta

--------------------------------------------------

Send the following to the user:
"Delta is not quite yet in production. We hope to begin the Early Access Period sometime soon but don't have a date for that yet either. Thanks for your patience as we continue to navigate vendor delays."


If user is wanting to transfer XSEDE SUs from Delta to elsewhere, process as usual (Canned Messages).

Open Storage Network (OSN)0-OpenStorageNetwork
James Glasgow
WBS tag =Other
An XSEDE collaboration with the Open Storage Network, a national-scale storage infrastructure for open scientific data.
Tickets are processed by Jim Glasgow and Derek Simmel.

OSG - Open Science Grid
Systems:  OSG Virtual Cluster

0-OSG
Mats Rynge
Resource tag = <system>
SP tags = as appropriate

XSEDE users of OSG may get technical support by contacting OSG User Support staff at the email address osg-xsede-support@opensciencegrid.org. Users may also contact the XSEDE helpdesk.

See https://portal.xsede.org/OSG-User-Guide

PSC - Pittsburgh Supercomputing Center
Systems:   Bridges2, Pylon (storage)

XSEDE resource Bridges offlined Febuary 2021.
Previous: Greenfield, Data Supercell,

0-PSC
Tom Maiden
Resource tag = <system>
SP tags = as appropriate

tg-support@psc.edu

PSC also provides SU's for non-XSEDE research, Director's Discretionary (DD) grants, DBMI cluster, etc, so queries might come from non-XSEDE users, or about non-XSEDE allocations or resources (Anton2 and Neocortex are local non-XSEDE resources). If user is not in XDCDB, this is likely.

Purdue - Purdue University
Systems: Anvil (EUP)


0-Purdue
Eric Adams
Resource tag = <system>
SP tags = as appropriate

In
Limited group of Allocations/Users have access for testing the system prior to Production mode.
(Not that it affects XOC, but Purdue may have ask users to use

SDSC - San Diego Supercomputing Center
Systems:  Expanse, Expanse Projects Storage

Previous: Comet, Oasis, Gordon
Non-XSEDE: TSCC (Triton Shared Computing Cluster)

0-SDSC
Mahidhar Tatenini
Resource tag = <system>
SP tags = as appropriate

tg-support@sdsc.edu

SDSC also provides SU's for non-XSEDE research, Director's Discretionary (DD) grants, DBMI cluster, etc, so queries might come from non-XSEDE users, or about non-XSEDE allocations or resources. If user is not in XDCDB, this is likely.

Stony Brook - Stony Brook University
System:  Ookami

0-StonyBrook
Leave Unassigned
Resource tag = <system>
SP tags = as appropriate

https://www.stonybrook.edu/ookami/

Details to follow.

TACC - Texas Advanced Computing Center
Systems:  Stampede2, Wrangler, Ranch (storage)

Previous: Stampede, Maverick2, Maverick
Longhorn (currently being used for COVID-19 consortium)

0-TACC
leave unassigned
Resource tag = <system>
SP tags = as appropriate

tg-support@lists.tacc.utexas.edu

TACC also provides SU's for non-XSEDE research, Director's Discretionary (DD) grants, DBMI cluster, etc, so queries might come from non-XSEDE users, or about non-XSEDE allocations or resources. If user is not in XDCDB, this is likely.

Texas A&M
Incoming: FASTER (Fostering Accelerated Scientific Transformations, Education and Research)
 ETA for early user period (EUP) is March. 
TBDRequestors can be referred to: 
https://hprc.tamu.edu/faster/
UDEL - University of Delaware
Systems: Darwin
Slated for August 2021
0 - UDEL
leave unassigned
SP Tags = as appropriate
https://www.xsede.org/ecosystem/resources

No further details available yet.

UKy - University of Kentucky

Resource KyRIC coming online 2021

0-UKy
leave unassigned
SP Tags = as appropriate

https://www.xsede.org/ecosystem/resources

https://portal.xsede.org/kentucky-kyric

Non-XSEDE XRAS Issues

UCAR - University Corporation for Atmospheric Research
Boulder CO  (may reference University of Colorado).
NCAR -National Center for Atmospheric Research, Boulder, CO (May refer to LAOF),
TACC - Texas Advanced Computing Center, UT Austin, Austin Texas.

May refer to TACC's XRAS, UCAR's XRAS or similar, or PRACE/RIST, https://prx-submit.xras.xsede.org

Look at Requester ticket history or 0-XRAS queue history to confirm Requester if uncertain.

0-XRAS (non-XSEDE)
Steve Peckins
WBS tag = XRAS

Ticket queue for XRAS (XSEDE Resource Allocation System) issues for non-XSEDE  users of  XRAS application.

NOTE:  Not all WBS queues have a designated assignee.  For those queues not listed here, leave the Owner field set to "Nobody in Particular"


Note:  Other assignees and tags for WBS groups may be indicated elsewhere in this Routing Guide, for specific issues.




Community Engagement & EnrichmentUsually to ensure correct recipient list for XSEDE Impact newsletter. 

2.1.1-Community Engagement & Enrichment
Linda Akli
WBS tag = as appropriate


Workforce Development

2.1.2 Workforce Development
Susan Mehringer
WBS tag = as appropriate


User Engagement

2.1.3 User Engagement
Nicole Wolter
WBS tag = as appropriate

Other assignees and tags are indicated elsewhere in this Routing Guide

User Information and Interfaces

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = as appropriate

Other assignees and tags are indicated elsewhere in this Routing Guide.

Campus Engagement


2.1.6
Dana Brunson
SP tag = Campus Champion

Campus Champion issues, including queries about the campuschampion maillist.

XSEDE Terminology Tickets2.1.7 Terminology & Inclusivity
John Holly
WBS Tag = Feedback

These come from a submitted form:

XCI RCD
(Requirements Analysis & Capability Delivery)

2.3.2-XCI RACD
JP Navarro
WBS tag = as appropriate

RACD creates software used by XSEDE for information management

XCRI

2.3.3 XCI Capability & Resource Integration
Eric Coulter
WBS tag = as appropriate

Ticket is supposed to explicitly state "XCRI", but look carefully to see if other info in the ticket points to a particular Tag/Assignee in the Routing Guide.

 
Part of the XCRI mission is to assist non-XSEDE institutions with setting up HPC resources.
XCRI toolkits would be useful for a campus trying to build local compute (HPC, Openstack, monitoring & reporting of same) or data management capabilities (Globus - which we don't make, but do help people with). See https://xcri-docs.readthedocs.io/en/latest/

Operations

2.4.System Operations Support
Victor Hazlewood
WBS tag = as appropriate

Other 2.4.*  assignees and tags are indicated elsewhere in this Routing Guide.

Security

2.4.2-CyberSecurity
leave unassigned
WBS tag = Security


NetworkingUsually to ensure correct recipient list for XSEDE Impact newsletter. 

2.4.3-Data Transfer Services
Matt Kollross
WBS tag = Network

Other 2.4.3 assignees and tags are indicated elsewhere in this Routing Guide.

Systems Operational Support

2.4.5  System Operations Support
Gary Rogers
WBS tag = as appropriate

Other 2.4.5  assignees and tags are indicated elsewhere in this Routing Guide.

Allocations or Proposal Issues

Requests to change the PI of an existing Allocation







Allocation/Proposal questions XOC can answer

2.5.2  Allocations Process & Policies
Ken Hackworth
WBS tag = Proposal Issues 
 - OR -
WBS tag = Allocations


-  OR -

0-XOC
Yourself
XOC tag = Allocations

Issues regarding proposals, allocations, etc, NOT generated by form submission.
-  Allocations Tag is for questions regarding existing allocations, or allocation-specific queries.
-  Proposal Issues Tag is typically for questions on the proposal process, or problems encountered while submitting a proposal, or addendums/changes the PI is requesting for a submitted proposal.

Ken and Steve can imitate a PI to complete most tasks a PI needs to do, eg: add user process interrupted, add Doc to proposal, modify SU request, modify the proposal.




See allocations section in this RG.

Accounting and Account Management

2.5.3-Allocations, Accounting & Acct Mgmt
Steve Peckins
XOC tag = as appropriate

See AMIE (Account Management Information Exchange), XRAS (XSEDE Resource Allocation System)and other database issues connected with allocations.
See AMIE Doc for an overview of AMIE operations
See https://portal.xsede.org/allocations/about-xras

External Relations

2.6.2 External Relations
leave unassigned
WBS tag = External Relations





access/accounts/allocations

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Questions and issues concerning the proposal submission process that you can't answer. Queries about the status of renewals, supplemental requests, review decisions, etc.
Requests for extra time to submit a proposal.




Queries about when Research proposals are due, or when  review results will be sent out.  

2.5.2  Allocations Process & Policies
Ken Hackworth
WBS tag = Proposal Issues

-OR-

0-XOC
Yourself
XOC tag = Allocations

Auto-notification goes to hackworth@psc.edu and other Allocations group members.






Let user know the relevant date seen on, and refer user to, the Research submission schedule, "Users Notified" column, here:
https://portal.xsede.org/allocations/research#schedule
Proposals are due by midnight CT on the final date. 

If user has additional questions  you cannot answer or is in need of further assistance (eg: more time), refer the ticket to the 2.5.2.

Requests to add or remove a user from an allocation

0-XOC
Yourself
XOC tag = Accounts

Point user to XSEDE User Portal - PI must use the Add User form inside the Portal to add users and request accounts on other XSEDE systems.  Pi must search for user using user's Portal ID only, no other identifiers (last name, etc) will work.

See Canned Packets for text to send to PI/user.

Note that a PI cannot find user's Portal name unless the user's Portal account is fully vetted - in some cases, this means that the user has not yet logged into the Portal, or has not acknowledged the XSEDE User Agreement. tell the PI to have the user do so. The UA should appear onscreen upon initial login.

The user does not receive a copy of the Add User form confirmation email. Only the person who did the actual Add User form submission - PI, co-PI, or Allocation Manager - will receive an email notification when a request is submitted.

Queries about how to get an XSEDE account / allocation

0-XOC
Yourself
XOC tag = Accounts

Point user to the https://portal.xsede.org/documentation-overview

Queries about how to get a trial account/allocation on Jetstream


OR


Queries about how to get a trial account/allocation on Expanse.

0-XOC
Yourself
XOC tag = Accounts

          OR

0-SDSC
Mahidhar Tatenini
SP tag = Accounts


Point user to the Jetstream Trial Access page in the XSEDE User Portal.



SDSC will add vetted user to SDSC Startup ASC150024, PI is Mahidhar Tatineni.
https://portal.xsede.org/sdsc-expanse

NOTE: Each user must make their own request, a user cannot make request on another's behalf.

A PI or user cannot add someone to the SDSC or Jetstream Allocation, this is done by the site.
Users and sites may use the terms "Trial account" and "Trial allocation" interchangeably.

Requests for allocation renewals, extensions, SU transfers from one machine to another, etc.

Questions about the Research Submission/Renewal periods

0-XOC
Yourself
XOC tag = Accounts

Requests to remove /delete accounts (XSEDE, portal, etc.)







Requester is EU citizen,or references the relevant EU regs, GDPR ( The General Data Protection Regulation)

0-XOC
Yourself
XOC tag = Accounts



     -OR-

2.4.5-System Operations Support
Assignee = Gary Rogers
Tag = Other

Accounts are typically not deleted, per NSF guidelines.
These requests may result from unwanted email (news, survey requests, etc.)  See the XSEDE News section.
Respond to user, informing them that NSF policies do not allow complete deletion of such information, but that any data would be accessible only to user and whomever user designated. Personal information (eg: Portal Profile) would not be publicly available.


If user is insistent, particularly if the user appears to be in the EU (European Union) or references the EU regs on privacy/deletion, refer ticket to 2.4.5. It may subsequently be transferred to 2.1.5 UI for XUP account processing. in any case, this is a potential political hot-potato which XOC should avoid.  See RT #148536


Requests to reconcile duplicate accounts or problems relating to duplicate accounts

0-XOC
Yourself
XOC tag = Merge

1st Shift staff handles the reconciling of duplicate accounts. See the Merging Duplicate User Accounts in XSEDE document.

Note: If XOC staff discover a possible Merge, create an XOC ticket for it with the pertinent information (see example below). Also include the reference ticket (the ticket which brought the Merge to your attention) if applicable, as this will make 1st Shift vetting easier. 

Questions about US researcher using XSEDE resources in collaboration with foreign co-PI or Users.

Questions from foreign researchers about PI eligibility.

0-XOC
Yourself
XOC tag = Allocations

PI needs to be at a US-based institution. US based researcher can be a PI on an XSEDE Allocation with non-US collaborators. Refer to the following sections of the XSEDE Allocation policies:

https://portal.xsede.org/allocations/policies#elig-requester

https://portal.xsede.org/allocations/policies#procedures:appendix-elig

Questions and issues concerning the Extended Collaborative Support Program (ECSS)



PI is wanting to add ECSS to existing Active Research Allocation



PI neglected to add ECSS support to a proposal


2.2-ECSS
Sergiu Sanielvici
WBS tag = ECSS

OR 

0-XOC
Yourself
WBS Tag = Allocations

OR

2.5.2 Allocations Process & Policies
Ken Hackworth
WBS tag = Proposal Issues

User likely asking how to get ECSS assistance.  Refer ticket to 2.2, ECSS will contact user. 



If PI is wanting to add ECSS to existing Active Research Allocation, a Supplemental proposal should be submitted. The Supplemental form for ECSS requests the needed supporting information from the PI.
Can refer user to https://www.xsede.org/for-users/ecss for details and sample justification.



Once submitted, a proposal cannot be edited. If a PI neglected to add ECSS support to a proposal, send to 2.5.2.
Ken and Steve can imitate a PI to complete most tasks a PI needs to do, eg: add user process interrupted, add Doc to proposal, modify SU request, modify the proposal.

Requests for accounts/access on Open Science Grid (OSG) systems

0-OSG
Mats Rynge
SP Tag = Accounts

Auto-notification is sent to OSG SP group members.

XSEDE Web Single Sign On Service (not the existing SSO hub)
Requests for more information

0-XOC
Yourself
WBS Tag = SSO Service

For info requests, point users to the following documents:
Web Single Sign-on Service
https://www.xsede.org/web/site/ecosystem/services/sso

XSEDE Web SSO Service Overview
https://software.xsede.org/development/xsede-web-sso/Web-SSO-Service-Overview.pdf
Reference ticket is #100301. For problems, see the next entry below.

XSEDE Web Single Sign On Service (not the existing SSO hub)
Issues, questions, more details,

2.3.2-XCI RACD
Gigi Rohder
WBS Tag = SSO Service

For simple info requests, see entry above.

Campus SSO (allocation) opportunities

2.5.2- Allocations Process & Policies
Ken Hackworth
SP tag = Accounts

A new capability that will enable campus users to login to campus clusters through XSEDE's SSO hub. Campus sys-admins setting up that capability will be instructed to email help and request that a 'Campus SSO opportunity' be opened for a submission.

Requests for access, modifications, or notifications for the XSEDE RT ticket system

0-XOC
Frank Wells
WBS tag = Ticket System
or
2.4.5 Systems Operational Support
Gary Rogers
WBS tag = Ticket System

Assign to 2.4.5 if Frank or Jeremy is not available within the next business day (vacation, etc.). Add a Comment that Frank and Jeremy are not available to process the request.


Issues / questions from award winners regarding the NSF Graduate Research Fellowship Program (NGRF, GRFP, etc.) - how to get access, allocation, etc.

0-XOC
Yourself
XOC tag = Accounts

See the Access for NSF Fellowship Award Winners . Fellowship award winners have to submit a proposal and indicate they are NSF fellows.

Note: NSF awardees are allowed to submit an Extension, Supplemental, or Renewal if needed.

User account issues that require custom changes to the XDCDB

2.5.3- Allocations, Accounting & Acct Mgmt
Michael Shapiro
WBS tag = XDCDB


Requests from UCAR / NCAR (may reference Univ. of Colorado) or TACC staff regarding XRAS issues NOT RELATED TO XSEDE. 

'NCAR request' issues, requests referring to PRACE/RIST, https://prx-submit.xras.xsede.org

0-XRAS (non-XSEDE)
Steve Peckins
WBS tag = XRAS

UCAR uses XRAS. Email often from UCAR/NCAR (Michelle Smart/Erik Johnson) or from TACC staff (Bryan Snead). Look for requests for custom modifications to, or new implementations of XRAS.

Text may not mention XRAS, may refer to 'admin interface', proposal system. 'University Large Request', or problems submitting XRAS forms (Extensions, Supplementals, etc), or other related issues.
The PRACE-RIST-XSEDE collaboration uses same submission period as XSEDE
See #146473, #151190, #155265,  #155964, #156722

Requests for access to Allocations & Usage page

2.1.5 UII
Maytal
XOC tag = wiki

Maytal or other UII staff add the user to an ACL for access.

XSEDE staff wiki account requests

0-XOC
Yourself
XOC tag = wiki

XSEDE staff (and other authorized persons) can go here to request access to the staff wiki and other related wikis.

XSEDE staff wiki - removal requests, issues other than access request (see above)

2.6.4 Business Operations
Laura Herriott
WBS tag = wiki


XSEDE Community Account Requests
(in the Subject field)

2.2.5-ECSS Science Gateways
Robert E Quick
WBS tag = Gateways

These are form-generated for-the-record tickets.  See ticket #58941 for more details.
Notify Rob Quick by email (via a Comment in the ticket - add cc: to rquick@iu.edu)

Issues or access regarding OpenStack or Unidata
on Jetstream

0-Jetstream
leave unassigned
Resource tag = Jetstream
SP tags = as appropriate

Jetstream is the only XSEDE system currently featuring OpenStack.

Issues with XSEDE User Portal account creation - user does not receive verification email



User resides in reCAPTCHA-restricted nation.




Issues with XSEDE User Portal account creation, password changes, etc. that you can't resolve by working with the user

0-XOC
Yourself
XOC tag = login



-OR -



 2.1.5-User Information and Interfaces
Maytal Dahan
WBS tag = XUP

Follow the Resolving XUP Account Verification Issues doc.
User can try a VPN if issue seems related to a firewall.



XOC staff may need to create account based on user-provided data.  Confirm with Security prior. See 108001 and 108104.



Does NOT include problems resulting from email address changes (see next row, "new email address").
Before assigning to 2.1.5, Maytal will want to have seen us send the Verification info to the user. 

Issues with XSEDE User Portal account access - user has a new email address and can't change their password

0-XOC
Yourself
XOC tag = login

 1st Shift staff handles these issues. Follow the Updating a Portal User's Email Address doc.

Request by XSEDE user to add an unlisted country to the  XUP picklist. Typically from person setting up new XUP account.

2.1.5-User Information and Interfaces
Maytal Dahan
WBS tag = XUP

UII can add to the XUP picklist; once added, the new country will feed into the XDCDB.

Requests from a user to add institution/organization to XDCDB.

Not the form-based "New Organization Request" (see below).

0-XOC
Assignee = fwells
XOC tag = Other

1st Shift  will vet the User/Org and add if appropriate.

Typically from user who has changed institutions, not a brand new Portal account. 
For XUP-account form "New Organization Request" submissions, see below.

Ticket Subject = "New Organization Request"
Body of ticket looks like a Form:
Requestor Name:
Requestor Email:
Organization Name:
Organization Abbreviation:
Organization Address: 

2.5.2-Allocations Process & Policies
Assignee = Ken Hackworth
WBS Tag = Other

These tickets are the result of a New Org form submitted by a user when creating a new XUP account.  Remove XSEDE Portal from Requestor and "receive email" fields.

Frank and 3rd Shift pull these tickets to XOC to work them, per XDCDB Organization Reconcilation

Duo issues - phone changes, corrupted accounts, etc. where user needs to set up Duo again but is blocked by existing Duo account on the Portal.
User reports XSEDE DUO is "Locked".

2.4.5
Gary Rogers
WBS tag = XUP, Duo

User may need to be removed by Gary from an XUO Duo database before they can re-establish Duo on the Portal, or Gary might send an activation link. Ask user for the OS and relevant phone number - if a new one, ask for previous and new. Gary uses these to configure the link.
Gary can unlock DUO for the user. See XSEDE DUO Locked.

Requests for access to XSEDE RabbitMQ service.
Tickets from Service Providers (SP) mentioning IPF (Informaion Publishing Framework).

2.3.2-XCI RACD
JP Navarro
WBS tag  = RabbitMQ


RDR account requests, requests for RDR editing rights
RDR = Resource Definition RecordsUsually to ensure correct recipient list for XSEDE Impact newsletter. 

2.4.5 System Operations Support
Gary Rogers
WBS tag = RDR

rdr.xsede.org

XSEDE Bulk-add Account Requests

2.1.5 User Information and Interfaces
Maytal Dahan
WBS tag = Bulk Accounts

Request comes from XSEDE staff member, includes a spreadsheet with names. See RT # 147616.

XSEDE Community (Gateway) Access to SSO Hub

0-XOC
Yourself
XOC tag = login

  OR

2.4.5 Sys Ops
Derek Simmel
WBS tag = login.xsede.org

Community accounts are not expected to access the SSOHub, which is intended as a bastion host for interactive users. See Canned Messages





If SSO hub is desired/expected, assign to 2.4.5/Derek Simmel.

Access to XSEDE SVN, TeraGrid CVS

2.3.2-XCI RACD
JP Navarro
WBS tag = CVS


Issues with the CIPRES (job-submission or CIPRES Portal), usually not related to API or Certificate issue/requests (see notes for those)

0-SDSC
Mahidhar Tatenini
Resource tag = Non-XSEDE
SP tags = other


  OR

<Service Provider>
Designated Assignee
SP tag = Certificates


  OR
2.4.2-CyberSecurity
leave unassigned
WBS tag = Certificates

CIPRES is a Community account PI’d by Mark Miller at SDSC; XSEDE Community Account Username is “cipres".
CIPRES isnot managed by XSEDE, but usese XSEDE resources.
Users can use the XSEDE account "cipres" or submit jobs to XSEDE reqources via the CIPRES Portal, http://www.phylo.org/index.php/, but for Portal use, an XSEDE Allocation must be registered with CIPRES by the PI.
Mahidhar will redirect request if needed. 



If the request relates to API or Certificates, assign as appropriate.

See RT #97164 #52485,  #158376.

Problems accessing XSEDE Jira (already-authorized)

2.4.5 Sys Ops
Gary Rogers
WBS tag = Ticket System

For users who have an account but cannot login or cannot access files. Might be able to tell from the phrasing.
See Rt #158944.

Requests for access to XSEDE Jira (initial requests)

2.6.3 PM and Reporting
Deb Nigra
WBS tag = Ticket System

For users initially requesting an account on XSEDE Jira, not those who have an XSEDE Jira account but cannot access the system or files.  Might be able to tell from the phrasing. See  RT #160020.

Responses to XRAC Post-submission Survey
(XRAC = XSEDE Resource Allocation Committee)

2.6.5-Strategic Planning, Policy & Evaluation
Lorna Rivera
WBS tag = Allocations

  Email will have 'XRAS Post-Submission Survey' or something similar in the subject line

Access Issues with the iPlant Collaborative

0-XOC
Yourself
XOC tag = login

Point users to use support@iplantcollaborative.org

Issues submitting an XSEDE proposal - user encounters an error such as:"The specific PI is not available for submitting the request" when designating the proposal PI (either self or another individual)

0-XOC
Yourself
XOC tag = Allocations

- OR -

2.5.2- Allocations Process & Policies
Ken Hackworth
SP tag = Proposals

Check to see if the referenced PI already has a current allocation.


- If yes, inform user that XSEDE policy is "one project per PI", so a second proposal will typically not be able to be submitted. Suggest that the PI submit a Supplemental/Transfer if needed to add desired resource(s) not already on that allocation, or Extension/Renewal if appropriate. Can refer PI to https://portal.xsede.org/allocations/policies#procedures:policies:one-pi .


-If PI has no currently active allocation, or contends that a second allocation is justified, transfer ticket to 2.5.2 Allocations Process & Policies.

Queries about the dollar value of an XSEDE allocation2.5.2- Allocations Process & Policies
Ken Hackworth
SP tag = Allocations
There is no fee for the user of XSEDE resources, but some PIs need this information for grant writing or departmental reporting purposes. Ths dollar value is sent to the PI when an Allocaion is approved.
Issues adding Allocations Manager status to a user on an allocation

2.5.2- Allocations Process & Policies
Ken Hackworth
SP tag = Accounts

If a PI grants someone AM status through the Portal, XRAS still doesn't allow them to submit supplements/transfers/etc. - can only add/remove users. If added through in an XRAS (new/renewal) submission, they get full AM powers. When there is an issue, it is best to let Ken or Steve handle it on the backend. 
Request (likely from XSEDE External Relations staff) for the email addresses of new Allocation awardees.

2.5.2- Allocations Process & Policies
Ken Hackworth
SP tag = Proposals

Usually to ensure correct recipient list for XSEDE Impact newsletter. 

Queries about using XSEDE or Non-XSEDE resources for COVID-19 research.


Questions from COVID-19 Reviewers about the review site/process. (XOC should not be receiving these, but it is possible.)

2.5.2- Allocations Process & Policies
Ken Hackworth
SP tag = Proposal Issues
WBS tag = COVID-19

Reply to the query with the  COVID-19 Canned Message, then assign to Ken.

Initial or followup questions which you are uncertain how to answer are to be assigned to 2.5.2.

All tickets related to the CoVid-19 project, assigned to any queue, are to be tagged COVID-19, in addition to other, more standard tags. The Consortium may or may not not be specifically mentioned.

If the query related to general info on the Consortium, how to assist in the effort, how to submit a proposal, or problems submitting a COVID-19 proposal, add the Proposal Issues tag.

Other tag(s) may also be appropriate - Software, for example.

Users asking for local allocation information

0-XOC
Yourself
XOC tag = Allocations

   -OR-

<Service Provider>
Designated Assignee
SP tag = As Appropriate

User can see local allocation information upon login, or as output of certain commands.
For examples of what to tell user, see:     XSEDE Allocation vs Local Project Information

User/PI reports discrepancy between an Allocation's SU usage as reported in XUP vs. as seen locally on Stampede2, Bridges-2, Expanse.



Query involves a discrepancy, and PI needs information before submitting a proposal.




Query involves a COVID-19 Allocation discrepancy

<Service Provider>
Designated Assignee
SP tag = Allocations


  - OR -

2.5.2 Allocations Process & Policies
Ken Hackworth
WBS Tag - Proposal Issues

   OR 

2.5.2 Allocations Process & Policies
Ken Hackworth
WBS Tag - COVID19
Other Tags as approriate




A delay in updating the XDCDB with local usage is not uncommon. It is typically best to let the responsible SP confirm to the user, but you can tell the user something to the effect of:
      "The Central Database may not be fully updated with recent usage.
         We will refer this ticket to <site> for a more complete analysis".


If the query involves a proposal issue as well, send to 2.5.2. Ken and Steve will say essentially the same thing, but can offer up more guidance regarding the effect on proposals.



If the query involves a COVID-19 proposal or allocation, send to 2.5.2. In addition to the above scenario, the XDCDB does not display usage data from non-allocated resources, though they may show up in the Allocation as an "allocated system", Ken is in direct contact with COVID-19 resource providers, both XSEDE and non-XSEDE (for example: Anton, Anton2, Frontera, Longhorn), so can best reply.

In order to determine whether a ticket should be tagged COVID-19, XOC may need to read the query carefully. In particular, look at any embedded (hidden) text, or look the person/Allocation up in the Allocation & Usage page. The Allocation Type may read "XSEDE Rapid Response". See Allocation MCB200169, ticket #140354.

Queries about Final Reports

0-XOC
Yourself
XOC tag = Allocations



- OR -



2.5.2- Allocations Process & Policies
Ken Hackworth
SP tag = Proposals

Final Reports are requested from:
1) PIs who have completed a Startup Research Allocation, but who are not planning to pursue further XSEDE allocations. There is no hard deadline for the submission of a Final Report, but within a reasonable time is requested.

2) PI might ask whether a Final Report is needed if they have moved to a Research Allocation, or are planning to do so. In these cases, send this to the PI:

"If you could please submit a brief final report that you have moved to a research allocation, it would be much appreciated!"



If the PI has additional questions/concerns about the Final Report, refer the ticket to A2P (Allocations Process and Policies)







data:  mss, archives, *ftp...

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Questions or issues concerning XSEDE data sets

2.5.2 Allocations Process & Policies
Ken Hackworth
WBS tag = Data Sets

To support the analysis of XSEDE activities, XSEDE as a program, and the impact of XSEDE supported users and services on the scientific enterprise and the user community, XSEDE provides access to a collection of data sets derived or extracted from the XSEDE Central Database, XSEDE services, and other XSEDE data sources. These data sets are either publicly accessible or accessible with appropriate approval from an interested party's Institutional Review Board (IRB).

Data issues regarding a specific XSEDE site - access, utilities, file restores, etc.

<Service Provider>
Designated Assignee
SP tag = Archive

See Service Provider section at the top of this document.

Issues with XSEDE data utilities (gridftp. uberftp, globus online transfer and storage) not associated with a specific site

2.3.2-XCI RACD
JP Navarro
WBS tag = Grid Software


Questions about quota limits on XSEDE systems

0-XOC
Yourself
XOC tag = allocations


Refer the user to the XSEDE Storage Page.  Info on quotas are in a table there (as well as info on storage options).





email, maillists, alias es

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Email issues specifically at an XSEDE site

<Service Provider>
Designated Assignee
SP tag = System Issues


Problems with email to help@xsede.org

2.4.5-System Operations Support
Chris Lindsey
WBS tag = Email

24-7 support.
However, guidance has been somewhat nebulious. SVC is working on codifying this better, but the only role NCSA plays is to relay email from sender(s) to the ticket system's email service. NCSA's system rarely causes problems, though it is possible - hung processes, disk space, etc. More often than not, Chris will look a the logs and see your tests were relayed in a timely fashion, which indicates that the problem lies elsewhere. At this time, XOC has no procedure for reliably checking the status of the relay server.

Requires troubleshooting prior to contacting Chris. Can you generate test tickets manually in XUP and RT? Can you do so via UofI and personal email? Is XSEDE Nagios reporting on the XSEDE SMTP server rt02.tacc.utexas.edu? Is TACC having a network issue?

Call XOC oncall with the above information. If oncall determines that Chris should be called:

Contact Chris Lindsey.  Document the incident. Forward email from ticket to cpl@illinois.edu

XSEDE maillist issues - requests, problems, etc.

NOT issues regarding the campuschampion@xsede.org maillist - this is no longer active or housed at XSEDE. See
Campus Engagement

2.4.5-System Operations Support
Chris Lindsey
WBS tag = Maillists

    OR

0-XOC
Yourself
XOC tag = Ticket System

Forward email from ticket to cpl@illinois.edu


RT is hosted at TACC. If XSEDE Nagios is reporting one of the RT servers:
tickets.xsede.org
rt02
akroma

Check XES Index for support contacts.

Alias requests for XSEDE web addresses (CNAME aliases)

2.4.3-Data Transfer Services
Matt Kollross
WBS tag = Network

Forward within ticket to help+neteng@ncsa.illinois.edu

Jetstream Admins report inordinate amount of spam, generated by an IU security scan.

0-XOC
Yourself
XOC tag = Ticket System

Likely to come from Jeremy Fischer, involving constant email inflow. Typically results from an IU security scan of a Jetstream webform which sends email directly to help@jetstream-cloud.org, automatically creating RT tickets. This feed routes through the IU mail servers, so XSEDE staff cannot resolve issues relating to that email feed.  See RT #142361.

Inform the admin that the form is sending the email directly to help@jetstream-cloud.org, so they need to contact the IU mail admins to block it.

Example:

Mon Nov 23 20:27:27 2020 Smith - Ticket created [Reply] [Comment][Forward]
Subject: Jetstream DOI submission
Date: Mon, 23 Nov 2020 21:27:16 -0500
To: help@jetstream-cloud.org
From: Smith <netsparker@example.com>




jobs, queues, batch scripts, etc.

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Issues with jobs, queues, performance, batch scripts, etc. at a specific XSEDE site

<Service Provider>
Designated Assignee
SP tag = Jobs
Add secondary <Resource> tag.


Refund Requests within XSEDE

<Service Provider>
Designated Assignee
SP tag = Refund
Add secondary <Resource> tag.


General questions or issues about batch scripts, queues, performance, etc., not specific to one XSEDE site

2.1.3 User Engagement
Nicole Wolter
WBS tag = UST





login, access, passwords

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Undetermined login issues for a specific XSEDE site / system

<Service Provider>
Designated Assignee
SP tag = Login

Add secondary <Resource> tag

Password requests (change password, reset password, get password) for a specific XSEDE site / system

0-XOC
Yourself
XOC tag = Passwords
OR
<Service Provider>
Designated Assignee
SP tag = Login

First step - check the Canned Packets doc to see if there are instructions for the site/system involved.  If so, send the user the appropriate text.  If not, assign the ticket to the appropriate SP and check the Password and Resource Tags.

Problems using the gsi-ssh terminal built into the XSEDE User Portal

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = GSI-SSH

<Deprecated?>

Shell change requests for a specific site / system

<Service Provider>
Designated Assignee
SP tag = Login

Add secondary <Resource> tag

Questions about direct access to XSEDE resources





Questions about direct access to XSEDE resources that cannot be resolved in XOC

0-XOC
Yourself
XOC tag = Login


OR

<Service Provider>
Designated Assignee
SP tag = Login

See Canned Messages:
UDEL Darwin        PSC Bridges2      TACC Stampede2

SDSC Expanse     IU/TACC Jetstream
          

Issues with using the XUP alternative login option

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = XUP

See https://portal.xsede.org/user-news/-/news/item/6919

Questions about how to set up XUP alternative login option

0-XOC
Yourself
XOC tag = Login

see the Canned Packets doc for a standard response.

oa4mp.xsede.org client approval requests

2.4.5 Sys Ops
Gary Rogers
WBS tag = oa4mp

The email subject will be "oa4mp.xsede.org client approval request".

Issues with MyProxy service, project-wide

2.4.2-CyberSecurity
leave unassigned
WBS tag = MyProxy

24-7 Coverage - Test the service first by logging into the XSEDE User Portal or ticket system using MyProxy.  Contact James Eyrich - see the Support and Contact doc.   

User issues with MyProxy (not a problem with the service itself), using myproxy-logon, etc

<Service Provider>
Designated Assignee
SP tag = Login
OR
2.4.2-CyberSecurity
leave unassigned
WBS tag = MyProxy

Assign to 2.4.2-CyberSecurity --> James Eyrich if the issue is not site specific (such as on a user's local desktop).


XSEDE reviewer problems, not related to COVID-19 Consortium program

0-XOC
Assignee = Yourself
Tag = Login


Tag = Passwords
(if cannot log onto portal.xsede.org)

OR

2.5.2-Allocations Process & Policies
Designated Assignee
WBS tag = XRAS

    -OR-

2.5.3-Allocations, Accounting & Account Mgmt
Steve Peckins
WBS tag = XRAS

XOC: XRAS Review Login site (https://xras-review.xsede.org) uses Portal login and password. Can confirm that reviewer can access XUP if need to check for valid credentials



If reviewer can login to https://xras-review.xsede.org/, but has other issues (for example, cannot see assigned proposals), refer to 2.5.2.

If reviewer does not know where or how to log in to perform reviews, refer ticket to 2.5.2.




If a reviewer cannot log onto https://xras-review.xsede.org/, but can log onto portal.xsede.org with same credentials, refer ticket to 2.5.3 Allocations, Accounting & Account Mgmt.


User login fails on XSEDE system because account is not yet configured. 






Expanse direct-login attempt results in request for "Verification code".

0-XOC
Yourself
Tag = Login


  OR

<Service Provider>
Designated Assignee
SP tag = Login


0-SDSC
Mahidhar Tatenini
SP tag = Login

Does user actually have account on the resource? Is user specifying correct site-specific username in login process? Has there been enough time for local account configuration?. See Canned Message section titled

XSEDE user's local (SDSC, TACC, etc.) account(s) not configured yet



If there appears a local problem, send to site.



If user reports that SDSC username and XUP password use does not resolve, send to SDSC.

Issues with ORCID

2.5.3-Allocations, Accounting & Acct Mgmt
Steve Peckins
XOC tag = Other

   OR 

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = XUP

   OR

0-XOC
Yourself
XOC tag = Other

ORCID is an independent organization that provides a persistent identifier (ORCID ID) for access to a number of services, including XUP.  XSEDE users can link their XSEDE and ORCID accounts.


Problems can be perplexing due to their rarity and the lack of clarity in symptoms. Previous instances include a Portal issue (RT #158988 and an issue with XDCDB linking (RT #158159). Use your best judgement as to which (or another) queue seems most appropriate.



Persons reporting issues with orcid.org should be referrred to orcid.org. At the bottom of the page is a "Contact us" link.





network issues

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

DNS problems affecting the xsede.org domain

2.4.3-Data Transfer Service
Assignee - Matt Kollross
WBS tag = Network

Contact NetEng at NCSA for emergency situations.  Forward from within ticket to help+neteng@ncsa.illinois.edu. Document in Shift Report.

DNS changes or problems affecting site-specific domains

<Service Provider>
Designated Assignee
SP tag = Network


XSEDE Kerberos authentication, setup, server access

2.4.2 CyberSecurity
leave unassigned
WBS tag = Kerberos


Network Issues - XSEDE wide

2.4.3-Data Transfer Services
Matt Kollross
WBS tag = Network

Contact NetEng at NCSA for emergency situations. Forward any ticket as a Comment to help+neteng@ncsa.illinois.edu. Document in Shift Report.

Network Issues - site specific

<Service Provider>
Designated Assignee
SP tag = Network

Document in the Shift Report.

Notifications of network outages, maintenance, etc. - typically from FutureGrid, NLR, etc.

2.4.3-Data Transfer Services
Matt Kollross
WBS tag = Network

Document basic info in Pending.





xsede news

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Requests from XSEDE staff/sites to post messages to XSEDE News, or update a currently posted News article.


Requests to post job openings on XSEDE News

0-XOC
Yourself
XOC tag = News

Upon request, XOC can post to XSEDE News or update an existing news article.
See XSEDE: Posting News
If not comfortable posting yourself, notify user that staff will be responding and pass to next Shift unless Critical, in which case contact XOC Oncall.


Only XSEDE  staff have permission to post news. Have requester send news information to  Noni Hartanto Ledford <nledford@illinois.edu>.

Problems with posting to XSEDE News

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = News


Add Shift Report entry.  Escalate by calling Maytal during daytime hours only (see the Support Contact Phone List for phone numbers)

Issues regarding subscription management, news received when the user is 'unsubscribed', opt-out policy, etc.

0-XOC
Yourself
XOC tag = News

User News subscriptions are self-managed by each user via the User Portal (go to Documentation --> News and then click on the 'Manage My Subscriptions' link on far right).

Requests to opt out of survey email

2.6.2-External Relations
leave unassigned
WBS tag = News

Usually start as a request to 'delete my account'.
If user seeks actual account deletion, see "Requests to remove /delete accounts (XSEDE, portal, etc.)" in this RG.

Requests to post messages, announcements, etc. to the XSEDE website

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = XUP





security issues

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

XSEDE - wide security issues

2.4.2-CyberSecurity
leave unassigned
WBS tag = Security

Send email from the ticket as a Comment to security-wg@xsede.org.
Make a Journal Entry about this this ticket, to include the ticket number, assignment and basic info on the issue: sites possibly affected, etc. Specific user details not needed.

(do not assign trivial, non security issues to this group - park in XOC and ask if you're not certain)

Security issues at a single XSEDE site
Might be reported by a user, the SP, or CyberSecurity

<Service Provider>
Designated Assignee
SP tag = Security


--OR--


2.4.2-CyberSecurity
leave unassigned
WBS tag = Security




--OR--

As instructed by CyberSecurity.

In most cases, we are going to want to advise CyberSecurity of any possible compromised account, even if seems isolated to one SP. That way, they can keep half an eye on the account.

Notification may come from a user, an SP, or CyberSecurity staff.  Users and SPs do not always think of larger picture, so it is up to XOC to do so. 

Actions taken will depend on the nature of the report:

Assign to the SP if appropriate (for example, user reports possible compromised account at a site). Create a spinof ticket for 2.4.2 CyberSecurity with the same information. Make it clear that this is a spinoff ticket and include the number of the ticket assigned to the SP. Document in the Shift Report.

If a site reports possible account compromise, assign the ticket to 2.4.2 CyberSecurity with any additional known information. Document in Shift Report and send the pertinent information to XOC Staff. The site representative may give additional instructions. Document in the Shift Report and in email to XOC Staff.

If CyberSecurity reports a compromised account, you will likely be instructed on how they want the ticket processed. If uncertain, ask others in XOC, check with XOC oncall, or simply ask Cybersecurity how they want it handled. Document in the Shift Report and in email to XOC Staff.

"Updates to the XSEDE CA Tarball <date>", "XSEDE CA Certificate Available for Testing", etc, email announcements likely coming from CyberSecurity Team member

0-XOC
Yourself
XOC tag = Security

Informational - close ticket. These are cc:'d to concerned XSEDE groups.

Expired certificates for an XSEDE computing system or service, usually coming from Certificate Services Manager or similar
Examples:
-"WARNING: Expiration Notice: SSL certificate for ..."
-"Enrollment Successful - Your SSL certificate  ... is ready"
-"SSL Certificate Request for ... approved"

<Service Provider>
OR
<RT Queue as appropriate>
Designated Assignee
SP tag = Certificates

The site or server admin will need to renew the machine's or service's certificate by downloading the new cert. May need to look at XES Index for PoC/Admin to determine correct RT queue/PoC for indicated site/server.


Typically an auto-generated notice, not a site or service Admin request for  a new cert.

See 148738,  148800, 148802

Expired Certificate Authority notifications and cert renewal requests from an SP or server admin, Typically a site reqesting that CyberSecurity generate a new cert for a system/server.

2.4.2-CyberSecurity
leave unassigned
WBS tag = CA

For an expired Cert (usually sent in by the host site), assign the ticket and contact a Security team member, via Slack or phone, but make sure that you make contact and tell the person.
Contact order: Jim Eyrich, Terry Fleury, then Chris Clausen.

See RT #147439, 147434.

Requests for InCommon IGTF Server Certs

2.4.2-CyberSecurity
leave unassigned
WBS tag = CA

See RT #149133

Issues with InCommon certs

2.4.2-CyberSecurity
leave unassigned
WBS tag = CA


Requests to add CA (Certificte Authority) to XSEDE CA list

2.4.2-CyberSecurity
leave unassigned
WBS tag = CA


"Updates to the Trusted XSEDE CA List: Version X.XXXX <date>" email announcements likely coming from CyberSecurity Team member

2.4.2-CyberSecurity
leave unassigned
WBS tag = CA


Issues or requests involving certs for science gateway community accounts

2.5.3-Allocations, Accounting & Account Mgmt
Michael Shapiro
WBS tag = certificates

Note that community accounts cannot use MyProxy or activate Globus Endpoints, See RT #133506.

DNS requests, dynamic DNS requests

2.4.3-Data Transfer Services
Matt Kollross
WBS tag = DNS

Forward from within ticket to help+neteng@ncsa.illinois.edu

Requests for host certificates, SSL server certificate requests, SHA2 cert requests

2.4.2-CyberSecurity
leave unassigned
WBS tag = Certificates



Requests for user certificates (may be referred to as an X509 certificate).  

0-XOC
Yourself
XOC tag = Login

OR
2.4.2-CyberSecurity
leave unassigned
WBS tag = CA

User certs no longer issued - see the Canned Packets doc for a standard response.
If a current XSEDE user see if user wants to go through the setup to use the XSEDE MyProxy service:
https://www.xsede.org/ecosystem/operations/security/myproxy

Otherwise, assign to 2.4.2-CyberSecurity. See 116528 for example. 

Requests from security, Portal admins, or site to have a user or user's XSEDE passwords randomized (usually tied to a security incident).
May be a request to 'disable a kerberos principal'.
May be request to block spam sender from XSEDE User Forum.

2.4.2 CyberSecurity
Leave unassigned
WBS tag = Security

Requests to suspend XSEDE accounts. If from Maytal, typically due to fake users inserting fake publications into profiles, but other reasons are possible. 1st Shift can look up suspended accounts via XDCDB-Admin->Emergency account suspension. Add entry to Shift Report.

See XSEDE RT#157550

Queries on a "disabled" account (see above entry)

Note - do not tell user that account was disabled.

0-XOC
Yourself
XOC tag = Security


   OR

2.4.2 CyberSecurity
Leave unassigned
WBS tag = Security


Authorized staff (at this point 1st Shift) can search the XDCDB for "disabled" accounts here.





If user insists account is valid, refer to 2.4.2 CyberSecurity. Log in Shift Report.






servers & services

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

NOTE:  Issues involving an XSEDE server or service that impact the user community should be documented in the Shift Report.  Some servers and services carry 24-7 support.


Login Failures:  Troubleshoot first - can you login?  If so, is the user in the password file?  Does the user have an active allocation on a system?  If not, keep the ticket and respond to the user.

Confluence - XSEDE wiki issues, questions, errors, etc. (Access requests, see next line)




User reports password problem while logging onto Confluence. 

2.4.5 Sys Ops
Gary Rogers
WBS tag = Confluence


 - OR -

0-XOC
Yourself
XOC tag = Passwords


confluence.xsede.org is the XSEDE Staff Wiki. 





Users should not need to reset their password on confluence.xsede.org to login to confluence, as there are no "local" accounts. Confluence uses the XSEDE credentials to manage accounts. Users should see an "XSEDE Login" button on the login page that will redirect them to login using XSEDE credentials. If user needs to reset their XSEDE password, send those instructions.

Confluence - access requests

2.3.3-XCI Capability & Resource Integration
Lucille Jarzynka
WBS tag = confluence


Questions about OpenStack, not specifically directed at Jetstream2.3.3-XCI Capability & Resource Integration
Assignee = Eric Coulter
WBS tag = Other

Queries about access to XSEDE Github repo

2.3.3-XCI Capability & Resource Integration
Assignee = Eric Coulter
WBS tag = Other

XSEDE's public GIT repo.

XCRI in the Subject.
Questions about assistance with setting up local (non-XSEDE)
          HPC resources.
Outside requests for assistance with local (non-XSEDE) research
          infrastructure.
Questions about XSEDE-provided software toolkits   
        (those not affiliated with RACD).

2.3.3-XCI Capability & Resource Integration
Assignee = Eric Coulter
WBS Tag = Campus Bridging

Users have been asked to specifically to use the phrase "XCRI" but might not do so.
See other 2.3.3 entries in RG to ensure correct Assignee/Tags. 
 

Part of the XCRI mission is to assist non-XSEDE institutions with setting up HPC resources. XCRI toolkits are useful for a campus trying to build local compute (HPC, Openstack, monitoring & reporting of same) or data management capabilities (Globus - which we don't make, but do help people with).

CILogon (cilogon.org, ecp.cilogon.org, crl.cilogon.org, etc.)

2.4.2-CyberSecurity
Terry Fleury
WBS tag = CILogon


Speedpage - issues, questions, etc

0-PSC
Tom Maiden
WBS tag = Speedpage


Issues or requests regarding login.xsede.org (shell changes, login failures, etc.)

0-XOC
Yourself
WBS tag = login.xsede.org
OR
2.4.5-System Operations Support
Derek Simmel
WBS tag = login.xsede.org

Login Failures:  Troubleshoot first - can you login?  If so, is the user in the password file?  Does the user have an active allocation on a system and DUO? See SSO Hub Canned Packet. Might the user be on an IP lockout /block (which frees after 15 minutes)? If user has not accessed SSO Hub in a year, their access may have expired.


If you cannot determine the cause, but it appears to be a problem with the account - logging on, shell changes, etc., refer to Derek.


Note - Gary Rogers performs the more "Sysadmin" tasks (less user-centric) for the SSO Hub, as well as DUO management, though Derek fills in at times with SSO Hub issues.

Requests to modify the SSO Hub. For example, updates to the onscreen "Welcome to the XSEDE Single Sign-On (SSO) Hub!" information (the MOTD).2.4.5-System Operations Support
Gary Rogers
WBS tag = login.xsede.org
Gary performs the more "Sysadmin" tasks for the SSO Hub and DUO.
For Login issues and shell changes, see above entry for Derek Simmell.

Issues or requests regarding XSEDE workflow servers
(workflow.iu.xsede.org)

2.4.5-System Operations Support
Gary Rogers
WBS tag - Workflow Systems

See the " Workflow Systems on XSEDE " document for more information.

Issues or requests regarding SciForma

2.4.5-System Operations Support
Gary Rogers
WBS tag = SciForma


Access or issues with XSEDE's Kerberos server or service

2.4.2 CyberSecurity
leave unassigned
WBS tag = Kerberos

Document issue in the Shift Report.

Access issues for the XSEDE User Portal and / or XSEDE web site (total service outage)r

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = XUP

24-7 Support:  Contact Maytal or other designate by phone.  Please test to confirm user reports of problems before calling. Document in the Shift Report.

Partial access issues for the XSEDE User Portal and / or XSEDE web site (broken links, missing pages, etc.)

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = XUP


Issues with XRAS within the XSEDE User Portal - pages not loading, buttons not working, etc.  NOT issues with submitting proposals.

2.5.3-Allocations, Accounting & Account Mgmt
Steve Peckins
WBS tag = XRAS

24-7 Support:  Contact Steve Peckins by phone if multiple incidents are reported.  Please confirm user reports of problems before calling. Document in the Shift Report.

Questions / Issues / errors uploading publications
Request (usually from XSEDE staff) to remove "spam" publications from Portal. May or may not be related to  "fake publications" entry for 2.4.2 CyberSecurity, above.

0-XOC
Yourself
XOC tag = Portal

OR

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = XUP

Users can upload their scientific publications into their XSEDE User Portal profile, instructions are at https://portal.xsede.org/publications/submit. These can then be linked in allocation proposals

User problems related to publications are to be referred to 2.1.5.

Requests to simply delete "spam" publications are referred to 2.1.5.

Issues with AMIE - server down, etc.

2.5.3-Allocations, Accounting & Account Mgmt
Steve Peckins
WBS = AMIE

The central instance of AMIE (Account Management Information Exchange) is hosted at SDSC. Coverage during reasonable hours (see the Support Contact Phone List for phone numbers).

Access issues with the XDCDB (may come in to the helpdesk via Inca reports)

Note:  Inca alerts for the XDCDB should NOT trigger a phone call unless there are two alerts within a 15 minute window. 

2.5.3-Allocations, Accounting & Account Mgmt
Steve Peckins
WBS = XDCDB

Note:  Do your homework and make sure there is an actual issue before calling (check Allocations and Usage page).
 24-7 support
- contact oncall designate (see the Support Contact Phone List for phone numbers).  Document your actions in the Shift Report.

Problems with XSEDE Allocations and Usage page unrelated to an XDCDB outage

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = Web


XSEDE OAuth (Open Authorization) myProxy issues

2.4.5-Systems Operations Support
Derek Simmel
WBS tag = OAuth


Issues / questions regarding the TIS XTED database

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = Other

XTED data base is here .

software.xsede.org - CVS Document Repository

2.3.2-XCI RACD
JP Navarro
WBS tag = CVS


MDS issues at <site> (NOT an Inca Report)
Usually comes from Maytal Dahan

<Service Provider>
Designated Assignee
SP tag = Info Services


globus-mds-info - requests to authorize or register systems to the globus-mds-info service

2.3.2-XCI RACD
JP Navarro
WBS tag = Info Services


issues  / questions regarding standing up new XSEDE Globus Endpoint (may refer to "subscription").
Typically comes from a site admin.

2.3.2-XCI RACD
JP Navarro
WBS tag = Info Services

Typically involving a new SP or a new Resource. Admins are following procedures outlined in https://software.xsede.org/production/globus-connect-server/globus-connect-server-5.4-2/GCS_5.4_Installation_Guide.pdf
Ticket should mention the system, site and Endpoint ID. See RT #155156

INCA issues; INCA reporter issues or web page issues (problems with the monitoring software, NOT the messages it sends out)

2.3.2-XCI RACD
JP Navarro
WBS tag = Inca


XSEDE KB (Knowledge Base)

XOC
Assign to self
WBS tag = KB

Let the user know that the XSEDE Knowledge Base is not available, as it was deprecated years ago. Depending on what the user is looking for, you might find an answer in the XOC or XUP docs, or may be able to refer to another RT queue.

MyProxy - total service outage

2.4.2-CyberSecurity
leave unassigned
WBS tag = MyProxy

24-7 support - contact James Eyrich via phone (see the Support Contact Phone List for phone numbers).  Contact XOC Manager or designate if there is no response.  Document your actions in the Shift Report.

XSEDE Nagios - issues with config, access, etc. (NOT displayed alerts)

2.4.5 System Operations Support
Stephen Bird
WBS tag = Nagios


Questions regarding  https://github.com/xsede/
(For access issues, see "Queries about access to XSEDE Github repo")

2.3.3- XCI Capability & Resource Integration
Richard Knepper
WBS tag = Other

XSEDE public GitHub service

Questions regarding Aristotle Cloud Federation

2.3.3 XCI Capability & Resource Integration
Rick Knepper
WBS Tag = Other 

See  https://www.xsede.org/-/xsede-and-aristotle-cloud-federation-partner-to-implement-clouds-on-u-s-campuses
Questions regarding XSEDE AWS (Amazon Web Services)

2.4.5- Systems Operations Support
Gary Rogers
WBS tag = Other

XDCDB was moved to Amazon Web Services (AWS) in 2018. Queries which mention AWS, but are actually XDCDB-related (such as wanting to see XDCDB logs for XXX day) go to 2.5.3 A3M.
Approved request to add IP Address to AWS XDCDB access

2.4.5.1 AWS Operations Support
Gary Rogers

WBS Tag: Security

Typically a 2.4.2 CyberSecurity ticket which has been approved, moved to 2.4.5.1 and left unassigned. See RT #123207.
XSEDE API requests that involve AMIE updates. Typically will be similar to:

"AMIE client API key installation request"
"XSEDE API-key installation request"
"XDCDB API-key installation request"

May or may not include hypens exactly as illustrated above

2.5.3-Allocations, Accounting & Account Mgmt
Michael Shapiro
WBS tag = Certificates, CA

See RT #144500.
Example request:
"Please install the following hash for University of Kentucky (UKY) KyRIC
<hash text>
on server https://a3mdev.xsede.org/amie-api-test"

AMIE: Account Management Information Exchange

Site-based API issues; requests for Jetstream API access 
Subject may say  "Requesting Jetstream API access for ..."

<Service Provider>
Designated Assignee
SP tag = Other

Assign to site where <resource> is located. See 122774

Might come in as apparent responses to this form:
https://iujetstream.atlassian.net/wiki/spaces/JWT/pages/39682057/Using+the+Jetstream+API
See 139717
XSEDE API issues not obviously belonging to a site/group

2.1.5-User Information and Interfaces
Maytal Dahan
WBS tag = XUP

OR

2.5.3-Allocations, Accounting & Account Mgmt
Steve Peckins
WBS tag =

OR

2.3.2-XCI RACD
JP Navarro
WBS tag = Other

1) Assign to the XUP team if it mentions the XUP or https://api.xsede.org .



2) Assign to the RAS team if it mentions XRAS.
    



3) Otherwise, or if in doubt, assign to XCI RACD.

Requests to transfer Jetstream Atmosphere instances to a different Allocation

0-PSC
Tom Maiden
SP Tag= Jetstream

Under limited circumstances, PSC can accomodate this request.
Questions about moodle.xsede.org (the Education moodle site)

2.1.1- Community Engagement & Enrichment
Kate Cahill  (kcahill@osc.edu)
WBS tag = Other

moodle.xsede.org allows both Guest login as well as XSEDE OPenID Connect (XUP) login.




software and applications

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Issues / questions concerning XDMOD in XSEDE

XOC
yourself
XDMOD

XDMOD is developed and maintained by a team at the University of Buffalo separately from XSEDE RT. Respond to the user and let them know to send the request to ccr-xdmod-help@ccr.buffalo.edu.
This contact is listed on the XSEDE XDMOD page.

XOC has an account in the XDMOD Helpdesk:

https://help.xdmod.org/support/home
Login: helpcomments@tickets.dyn.xsede.org
Password: In the Usual Place

High-level requests for XSEDE software requirements (usually will be marked to the attention of Janet Brown or Deb Nigra)

2.3.2-RACD
Deb Nigra
WBS tag = Requirements

Park if you're not sure.

Community Software Area requests / queries

2.2-ECSS
John Cazes
WBS tag = CSA

More info at http://www.xsede.org/software

Info service issues

2.3.2-XCI RACD
JP Navarro
WBS tag = Info Services


SoftEnv key requests for CSAs - users require a key that defines an environment for users making use of the software in the requested CSA

2.3.2-XCI RACD
JP Navarro
WBS tag = CSA


Issues related to SD&I Bugzilla system

2.3.2-XCI RACD
JP Navarro
WBS tag = Other


Requests for software developed for XSEDE (such as tgcp) from people or groups outside of the XSEDE project

2.3.2-XCI RACD
JP Navarro
WBS tag = Other


Issues with genesis, gffs, rns

2.3.2-XCI RACD
JP Navarro
WBS tag = GFFS


Issues with Globus Online, globusonline.org, go transfer, go storage, go nexus

2.3.2-XCI RACD
JP Navarro
WBS tag = GO


Issues with the Globus Toolkit - gridftp, gram, mds, mds4, globus-mds-info, globus-wsrf, globus-url-copy, Globus Connect Server (GCS).
 

2.3.2-XCI RACD
JP Navarro
WBS tag = Globus


RACD resource issues:  unicore, bes, mcp, gur, condor, condor-g, resource management, scheduling, meta-scheduling, advanced reservations

2.3.2-XCI RACD
JP Navarro
WBS tag = Resources


RACD data issues:  Albedo, DRS (Data Replication Service), Lustre, GPFS, UberFTP

2.3.2-XCI RACD
JP Navarro
WBS tag = Data


RACD security issues: MyProxy, GSI-OpenSSH, CommSH
 

2.3.2-XCI RACD
JP Navarro
WBS tag = Security


RACD  testing issues:  testing, Inca, Nagios, inca.xsede.org, nagios.xsede.org
 

2.3.2-XCI RACD
JP Navarro
WBS tag = Inca


RACD integration issues:  bugzilla, software.xsede.org,
XSEDE svn, DOORS, information services,
iis, pacman, kit registration, xdusage, glue2, HPC software info, gx-map,modules, common user environment (CUE),
 

2.3.2-XCI RACD
JP Navarro
WBS tag = Software


RACD network issues:  xsede network design, network maps, topology maps, future design, etc.

2.3.2-XCI RACD
JP Navarro
WBS tag = Network


RACD general issues:  other issues not associated with the above SD&I groups. 
 

2.3.2-XCI RACD
JP Navarro
WBS tag = Other

RACD creates software that's more typically used by XSEDE as an org for information management

Questions about software availability at any or all XSEDE sites

0-XOC
Yourself
XOC tag = Software

Check the Comprehensive Software Search . Not clear?  Re-assign to 2.1.3 User Engagement

Requests to install software at specific XSEDE sites

<Service Provider>
Designated Assignee
SP tag = Software

Split ticket if request is for more than one site

Requests for access to specific software at any or all XSEDE sites<Service Provider>
Designated Assignee
SP tag = Software
Sites providing licensed software, such as Gaussian, VASP and Matlab, Rosetta, PyRosetta, require users to read certain user Agreements and submit Use Forms, provide verification of their own license, or simply make a specific request to be added to the appropriate Access Control List (ACL), depending on site and software. Refer ticket to site(s) as appropriate. Split the ticket if needed.

Requests to install software, XSEDE wide

2.3.2-RACD
Deb Nigra
WBS tag = Software

Park if you're not sure.
RACD creates software that's more typically used by XSEDE as an org for information management

Globus job submission failures;
GT4 Container not running; request to restart GT4 container at an XSEDE site
'GRAM services' another key phrase

<Service Provider>
Designated Assignee
SP tag = Grid Software


gridftp issues at a specific site / system

<Service Provider>
Designated Assignee
SP tag = Grid Software


gridftp - requests for developer assistance at a site or by a user (desktop install)

2.3.2-XCI RACD
JP Navarro
WBS tag = Globus


Questions about “XCI usage upload” or “XCI metrics” 

2.3.2-XCI RACD
JP Navarro
WBS tag = Other

This service is registered in the XES Index and lists support is by XCI staff.
RACD creates software that's more typically used by XSEDE as an org for information management




systems issues

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Inaccessible XSEDE systems - users may report they can't login.

Is it a login issue, or an actual system problem?

0-XOC
Yourself
XOC tag = System Issues
OR
<Service Provider>
Designated Assignee
SP tag = System Issues

Investigate First: - is there maintenance on that system today?  Does the user have an active account on that system?   Has the user's token been deactivated?  Assign unknown outages to the appropriate SP site.

Filesystem issues on XSEDE system - unreachable directories, errors, 'ls' hangs, etc.

<Service Provider>
Designated Assignee
SP tag = Filesystems


XWFS issues

2.4.3-Data Transfer Services
Chris Jordan
WBS tag =  XWFS


ticket system issues

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Requests to add a person to an XSEDE ticket queue (or remove them)

0-XOC
Frank Wells
XOC tag = Ticket System

Frank or Jeremy can do this. 

Requests to add or modify notifications, etc.

2.4.5- System Operations Support
Gary Rogers
XOC tag = Ticket System


Requests or suggestions for enhancements, modifications, additional tags, etc.

2.4.5- System Operations Support
Gary Rogers
XOC tag = Ticket System


Requests for new RT Queue and related Groups

0-XOC
Frank Wells
XOC tag = Ticket System

Frank and Jeremy can create new queues, related Groups, and add relevant staff.   Some instructions and example screenshots are at https://confluence.xsede.org/display/XT/RT+Documentation (at present time, only Frank and Jeremy are in this page's access list).

Log the ticket in the Shift Report. If urgent and neither Frank or Jeremy are in shift, contact Frank.



user portal issues

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Access issues for the XSEDE User Portal and / or XSEDE web site (total service outage)

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = XUP

24-7 Support:  Contact Maytal or other designate by phone.  Please test to confirm user reports of problems before calling. Document in the Shift Report.

Partial access issues for the XSEDE User Portal and / or XSEDE web site (broken links, missing pages, etc.)

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = XUP


Issues with XSEDE User Portal account creation - user does not receive verification email

0-XOC
Yourself
XOC tag = login

Follow the Resolving XUP Account Verification Issues doc.

Duo issues - phone changes, Touch ID problems, corrupted accounts, etc. where user needs to set up Duo again but is blocked by existing Duo account on the Portal.

2.4. System Operations Support
Gary Rogers
WBS tag = XUP, Duo

Users will need to be removed by Gary from an XUO Duo database before they can re-establish Duo on the Portal.

User reports the following telephony error when using phone call, or SMS in DUO:
Error during call: Insufficient telephony credits

2.4.5 System Operations Support
Gary Rogers
WBS tag = Duo

This error message refers to the fact that DUO charges XSEDE for actual phone calls and SMS (but not for app-code usage or Push). Once these "credits" are expended, XSEDE must purchase more.

Issues with XSEDE User Portal account creation, password changes, etc. that you can't resolve by working with the user

2.1.5-User Information and Interfaces
Maytal Dahan
WBS tag = XUP

Does NOT include problems resulting from email address changes (see next row)

Issues with XSEDE User Portal account access - user has a new email address and can't change their password

0-XOC
Yourself
XOC tag = login

1st Shift staff handles these issues. Follow the link under XUP User Email Address Updates on Updating a Portal User's Email Address .

Requests to add institution/organization to XDCDB Organization list (request typically stemming from Portal account creation process or when user changes institutions).


2.5.2  Allocations Process & Policies

Ken Hackworth

WBS Tag = Other

If, when creating a new Portal account a user cannot find their organization on the list, they will fill out a form to request that their org be added to the list of reconciled organizations. Submitting the form will allow the user to complete sign-up as usual, but now a ticket will be created so that the Org can be checked for authenticity, duplicate entries, and typos before the org is permanently added to the reconciled orgs list.

Initially, the developers will iron out any potential hiccups but once things are working smoothly, Helpdesk can help handle the requests as they come in. XOC will be notified, and this RG entry updated, at that time. The XDCDB Org functions are located in https://xdcdb-admin.xsede.org/. At this time, Jeremy, Jim and Frank are the only ones with access to that database.
Requests to modify a user's Profile information (name misspelled, email address update, etc.)

0-XOC
Yourself
XOC tag = XDCDB-Admin

Let user know how to modify data: My XSEDE->Profile-Edit Profile. May need DUO authentication to modify their own Portal Profile.

Some Profile modifications (eg: email address, name correction/update) are a 1st Shift task, after appropriate vetting of the request.
2nd/3rd shifts and weekends: inform the user that the request will be processed during regular business hours. Can do initial vetting if you wish.

Record the XDCDB mod ticket in the Shift Report. Follow up with the user when done, and with an Update in the Shift Report. Resolve the ticket. 

Issues with XSEDE News

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = News


Problems using the gsi-ssh terminal built into the XSEDE User Portal

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = GSI-SSH


Problems using the gsi-ssh downloadable utility from the XSEDE Portal (the download link is below terminal window at https://portal.xsede.org/ssh-terminal )

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = GSI-SSH

Get info from user (OS, error msgs, screen shots, etc.) before assigning to Maytal.

Questions regarding Science Nuggets2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = XUP

Queries about the Data Collections Discovery Portal

0-XOC
Frank Wells
XOC tag =Portal


The Research Software Portal has a new Data (Collections) Discovery interface, which enables XSEDE users to discover 10 data collections hosted on Bridges. This allows SPs to publish hosted data collections and for users to discover them through the User Portal or website.

https://portal.xsede.org/data-collections





web content

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

xsede.org - main pages, documentation, news, Science Gateway page content, etc.

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = Web


www.xsede.org - requests concerning front-page articles.
Typically corrections or additions.
2.6.2-External Relations
Leave unassigned
WBS Tag = Web
External Relations handles the "Web" side of xsede.org, 2.1.5 handles the "Portal" side.

Content issues with XSEDE Allocations and Usage page

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = Web


XSEDE Ticket System - suggestions, requests for additions, improvements, etc.

0-XOC
Frank Wells
XOC tag = Ticket System


Feedback:  Form generated email from users using the XSEDE Feedback Form

2.1.3 User Engagement
Nicole Wolter
WBS tag = Feedback

Note 1: Feedback tickets do not have the Requestor Field set to the user who sent it in. First, you need to dig the user's email address out of the ticket and add the user as a requestor, while removing 'Feedback' and 'Portal' as requestor.

Note 2:  Is the form-generated email really feedback, or is it a request for assistance that should have gone to help@xsede.org?  If the latter, remove the 'FEEDBACK' string from the Subject field, change the requestor to the sender's email address, remove 'Feedback' and 'Portal' as requestors and email-recipients and assign as appropriate.

Queries about the XSEDE Web Style Guide

2.1.5-User Information & Interfaces
Maytal Dahan
WBS tag = Web

While XSEDE does not have a Style Guide per se, User Informaiton & Interfaces (UII) has a GitHub repo that they use. See RT #144227.

Subject is "Terminology Submission"
Comes from account xsedeterminology@gmail.com 

2.1.7-Terminology & Inclusivity
John Holly
WBS Tag = Feedback

Users who find potentially inappropriate/insensitive language will be submitting a Google Doc form, which will come into RT as an email. Managed by XSEDE Terminology Task Force.



inca tests

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

Inca messages where the Subjecaccess/accounts/allocations
t field contains:
"wsrf-query-mds-rc* on <resource> FAIL"

And <resource> is the name of the XSEDE resource.

<Service Provider>
Designated Assignee
SP tag = Inca

Assign to site where <resource> is located.

Inca messages where the Subject field contains:
"wsrf-query-mds-auth-JobsRP-rc* on <resource> FAIL"
or
"wsrf-query-mds-auth-LoadRP-rc* on <resource> FAIL"


<Service Provider>
Designated Assignee
SP tag = Inca

Assign to site where <resource> is located.

Inca messages where the Subject field contains:
"hostcert-check-* on <site-resource> FAIL"

<Service Provider>
Designated Assignee
SP tag = Inca

Assign to site where <resource> is located.

Inca messages where the Subject field contains:
"ca-crl-check* on <site-resource> FAIL"

<Service Provider>
Designated Assignee
SP tag = Inca

Assign to site where <resource> is located.

Inca XSEDE Notification: *osg-grid* in subject.

0-OSG
Mats Rynge
Resource tag = <system>
SP tag = Inca

OSG-Grid may show an IU address - disregard.  Do not assign to IU.

Inca messages where the Subject field contains:
"ping to info FAIL"

2.3.2-XCI RACD
JP Navarro
WBS tag = Info Services

'info FAIL' in this case means a ping of 'info.teragrid.org' failed.  See the Error Message section of the message body.

Inca messages where the Subject field contains:
"WS-MDS; standard; globus-mds-auth to info FAIL

2.3.2-XCI RACD
JP Navarro
WBS tag = Info Services

'info FAIL' in this case means globus authentication to 'info.teragrid.org' failed.  See the Error Message section of the message body.

Inca messages where the Subject field contains:
"Tomcat/User Profile to info FAIL"
or
"Apache to info FAIL"

2.3.2-XCI RACD
JP Navarro
WBS tag = Info Services

'info FAIL' in this case means connection to 'info.teragrid.org' failed.  See the Error Message section of the message body.

Inca messages where the Subject field contains:
"myproxy_stored_unit on quarry FAIL"

2.3.2-XCI RACD
JP Navarro
WBS tag = Info Services


Inca messages where the Subject field contains:
"XDCDB_connect on quarry FAIL"

2.5.3-Allocations, Accounting & Account Mgmt
Steve Peckins
WBS = XDCDB

Note:  Do your homework and make sure there is an actual issue before calling (check Allocations and Usage page).  Wait at least 15 minutes before calling in case this is a transient error.
 24-7 support
- contact on-call designate (see the Support Contact Phone List for phone numbers).  Document your actions in the Shift Report.

MDS issues at <site>  (NOT an Inca Report) typically comes from Maytal Dahan as a query as to when MDS will be updated / fixed at a site.

<Service Provider>
Designated Assignee
SP tag = Inca





other issues

Assign To:
<queue> <person> <tags>

Notifications - Details - Other Actions

PCRS (Project Change Requests)

2.6.3 - PM & Reporting
Scott Wells
WBS tag = Project Change Request


XSEDE Metrics Dashboard

2.6.3 - PM & Reporting
Ron Payne
WBS tag = Metrics Dashboard

Users may also refer to 'Tableau'.

Outside requests for collaboration with the XSEDE project

XOC
Yourself
WBS tag = External Relations

Refer the user to the XSEDE as a Collaborator on Proposals page. The page will provide some guidelines, and will instruct the user to contact John Towns via email. Document the ticket in the Shift Report.

Campus Bridging - keywords may be in subject or message body

Phone calls regarding Campus Bridging issues

2.3.3  XCRI
Eric Coulter
WBS tag = Campus Bridging

If a phone call, ask caller to create ticket, or offer to create one for them. If creating ticket, be sure to get details and set Requestor to caller.

Issues / Questions concerning Globus software in connection with Campus Bridging

2.3.3 XCRI
Eric Coulter
WBS tag = Campus Bridging


Issues / questions Science Gateways or a specific Gateway; problems registering a Gateway

2.2.5-ECSS Science Gateways
Robert E Quick
WBS tag = Gateways

Notify Rob Quick by email (via a Comment in the ticket - add cc: to rquick@iu.edu)

Questions about citing the XSEDE as a reference

0-XOC
Yourself
XOC tag = Other

Point user to ' Acknowledge XSEDE in Papers '
Note that XSEDE is an NSF-funded program, but the allocations granted by XSEDE (eg: CHE200111) are not to be considered as NSF awards. However, a PI can cite the XSEDE award and the corresponding dollar amount for other funding/resource requests.

Queries about the use of XSEDE logos, images, etc.

0-XOC
Yourself
XOC tag = Other

Point user to ' Acknowledge XSEDE in Papers ' and then look for the 'Logos' link.

Requests from reporters & other media types for information

Requests from non-XSEDE entities/people to have News posted about workshops, etc.

2.6.2-External Relations
leave unassigned
WBS tag = Other


Requests from outside the TeraGrid / XSEDE Project:
- researchers or grad students looking for statistical data
- suggested alliances or inclusion into the project
 

2.6.3-PM & Reporting
Scott Wells
WBS tag = Other


XSEDE requests, suggestions that look like policy issues

0-XOC
Manager or Designate
WBS tag = Other

Let Manager/Designee know of the ticket  in Slack, email

Issues, requests concerning Summer Sessions, EOT training, etc. (EOT = Education, Outreach and Training).

2.1.2 Workforce Development
Susan Mehringer
WBS tag = EOT


Issues, requests concerning XSEDE monthly workshops   



Asking about slides from the materials related to the Monthly Workshop Series, may mention www.youtube.com/XSEDETraining 

  2.1.2 Workforce Development
 Tom Maiden
 WBS tag = EOT


0-XOC
Yourself
XOC Tag = Other

Typically labeled as a monthly workshop, with Tom's name attached,
Examples: "Big Data"," MPI".  See https://portal.xsede.org/course-calendar.

Additionally, see "Questions about XSEDE online training", below.



Can refer user to the Workshop-specific slide deck links here:
      https://www.psc.edu/resources/training/hpc-workshop-series/

Issues or questions about the XSEDE on-line training courses that pertain to the Cornell Virtual Workshop

2.1.2 Workforce Development
Susan Mehringer
WBS tag = EOT


Issues or questions about the XSEDE on-line training courses that pertain to CI-Tutor (soon to be a moodle)

Queries about XSEDE class/workshop Badges (also a moodle)

2.1.2 Workforce Development
Sandie Kappes
WBS tag = EOT


Questions about XSEDE online training, not applicable to any of the above four categories

0-XOC
Yourself
XOC Tag = Other

Refer user to the XSEDE Portal Training pages: https://portal.xsede.org/training/overview and the XSEDE YouTube video archive www.youtube.com/XSEDETraining

Note: previous webcasts of "New User" and "Writing a Successful XSEDE Proposal" webcasts are available at https://portal.xsede.org/online-training (multiple training links) and https://portal.xsede.org/allocations/research#webinar (just for "Writing", page is geared towards Research Proposals)

If the user wants the .ppt slides from "Writing", download (if needed) and attach the most recent (December 2020) PowerPoint file to your reply:

"New_Successful_XSEDE_proposal_Webcast_slides_updated_12_14_2020.pptx"

  Presentation

Queries about site-specific training

-XOC
Yourself
Other




OR

<Service Provider>
Designated Assignee
Other

If appropriate, send:
-Expanse:   https://education.sdsc.edu/training/interactive/202009_expanse_101/index.php

User can stream the presentation and download the slides, located near the upper right corner of webpage.

See https://portal.xsede.org/training/overview



Send to site if needs local  input.

Requests to use the XSEDE training accounts0-XOC
Yourself
Other
XSEDE training accounts are overseen by PI Susan Mehringer, but passwords are managed by XOC. See XSEDE Training Accounts page for procedures.
Note - for training account requests which are not obviously to be used in an "official" XSEDE workshop (which are typically seen  the Calendar), send a Comment from the ticket to have her review for applicability Susan Mehringer <shm7@cornell.edu

Issues or questions about University of Colorado Boulder's RMACC Summit system

0-XOC
Yourself
Other

Colorado uses the XSEDE XRAC app, but has no XSEDE systems and no non-XRAS support through XSEDE.
Instruct user to send email directly to Summit support,
rc-help@colorado.edu, or to submit a Summit ticket via   https://www.colorado.edu/rc/userservices .









Issues or questions about University of Colorado Boulder's RMACC Summit system

0-XOC Yourself Other

Colorado uses the XSEDE XRAC app, but has no XSEDE systems and no non-XRAS support through XSEDE.
Instruct user to send email directly to Summit support, rc-help@colorado.edu, or to submit a Summit ticket via
https://www.colorado.edu/rc/userservices .

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