Requests and Incidents

Open a SLAC Service Now Ticket

The Rubin Jira instance is integrated with the SLAC Service Now as a two way integration. Tasks created in the Jira USDF Service Management space will create Service Now Incidents. Comments between Jira and Service Now are synchronized both ways. To create a ticket perform the following.

  1. Click Create: Look for the teal Create button in the top navigation bar.

  2. Under Space select USDF Service Management

  3. For work type select Task

  4. Fill in the below fields.

    Field

    Purpose

    Summary

    The title of the task.

    Description

    The details/instructions.

  5. Once complete with filling in the fields click Create at the bottom of the window.

  6. A small pop-up will appear in the bottom-left corner with a link. Click that if you need to go back and add more detail.

Please note the following when opening tasks in Jira. #. Attachments on the Task will not be sent to Service Now. #. No assignee needs to be set. The incident will be assigned in Service Now. #. The person’s name working the Service Now Incident are included in comments.

The ability to create tickets with usdf-help@slac.stanford.edu is being depreciated. Please open tickets with Jira.

Report Incident in Slack

Slack channels in the Rubin Observatory Slack instance are used to report incidents. An on call rotation is created to monitor the below Slack channels during daytime working hours. The on call rotation uses the Slack group handles below and should be used when creating incidents. Please refrain from @ a specific person when creating the incident. Note that Slack channels will not be monitored during observing as SLAC is not currently staffed for this.

In the event that Slack is down email and Zoom will be used.

Slack Channels

Slack Channel

Purpose

Slack User Group Handle

usdf-on-sky-support

Channel for issues, questions, and support requests for USDF related to LSSTCam on-sky commissioning. Should be limited to issues have an impact on decisions about commissioning activities at the summit on roughly 12- to 48-hour timescales

usdf-help

usdf-support

USDF user support channel. Intended for issues by end users

usdf-help

usdf-infra-support

USDF infrastructure support channel, i.e., intended for developers of USDF-hosted services to raise support <br>issues related to USDF infrastructure

usdf-help

usdf-rsp-support

USDF Rubin Science Platform support

usdf-rsp-help