If you are an user of the T2/T3 systems, you can always report issues here :

• Generic support page

But, if you are an user with a CERN account, you will have access to a much better interface, just go to :

• Our Ticket system direct URL
• Click on "Create Issue" on the top

You will have access to much more fields, and will receive e-mail notifications automatically once your issue is updated by the computing staff. I will go through some useful fields and notes :

• Priority - Use common sense here. Keep in mind that this is the relevant subset of our internal priority list :
  • Uptime
  • User support (blocker issues)
  • Resource utilization -- making sure that all hardware is being used
  • User support (non-blocker important issues)
  • Backups
  • Monitoring
  • User support (potential non-issues)

So as you can see, if you can't work, this is high priority, but if it is a wishlist item, it will have much lower priority.

• Component - This helps the ticket to be assigned automatically to the service responsible, if you know where the problem is already you can also express it here. For now we have :
  • CE
  • SE - SRM, GridFTP
  • Hadoop (which is different than SE)
  • Hardware
  • Monitoring

• After your ticket is created, you still have access to the same features, but one I wanted to highlight is that if you know that other people are interested on the issue, you can add them as watchers. Security level of the ticket needs to be "internal data". Make sure to chose that when you create the ticket. Then on the top right, click on the number under "Watchers". Just start typing people's names in the box and as long as they have CERN accounts you can add them transparently.

-- Main.samir - 2014-09-22