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Hi, At Tony's suggestion, I've set up a ticket-based support system for GridPP using Bugzilla. This can be found at http://bugzilla.gridpp.ac.uk/ It is not yet ready for production and I may scratch the database again, so please do not submit real bugs/queries to it yet. However, enough of it is in place to get a feel of what its about. I was initially concerned about us being overwhelmed with people tempted to submit lots of "fire and forget" bugs into a faceless system (rather than throttling their queries down to a reasonable level when mailed / phoned to a named, overworked individual.) However, I think if we include the testbed site managers in the system as the first line of support, we should be able to avoid this if they filter the queries from their users sensibly. This also has the advantage that obvious Testbed problems (like "disk full at remote Site X") can be forwarded from one site admin to another without putting extra load on the UK-WP6 Team or tb-support list. This is the form of words I've put on the current bugzilla main page to try to get some of this across: The GridPP Bugzilla system is intended for tracking and managing queries about the Testbed in the UK (not just bugs.) Site users wanting to report problems or ask questions via this system should select their "home" site as the "product" in their report (so that the report initially goes to their local site manager.) Site managers reporting or dealing with queries outside their existing experience with the Testbed are encouraged to use the informal tb-support mailing list to attempt to resolve the question before passing it on to one of the Middleware "products" defined in Bugzilla. Please bear in mind that many software problems cannot be solved within the UK. It may be better to report true bugs directly through the Globus Problem Reporting page or the EU DataGrid Bug Tracking page (both of which use Bugzilla too.) How do other people think we should use something like this? How should we interface with the Grid Support Centre's system? What about the EDG-WP6 and Experiments' software support systems? Any comments / suggestions welcome. Cheers, Andrew ------------------------------------------------------------------------ [log in to unmask] "/O=Grid/O=UKHEP/OU=hep.man.ac.uk/CN=Andrew McNab" http://www.hep.man.ac.uk/~mcnab/ +44-161-275-4227 0791-907-5747 Grid Research, High Energy Physics Group, University of Manchester, UK ------------------------------------------------------------------------