"Dead" requests and tickets
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McM has a script that periodically goes over all submitted requests and checks how are they doing. This script runs twice per day. There are a couple of primitive metrics that are checked whether request is progressing or not. If it appears that request is having problems or is stuck, it is tagged with one of three tags: "Dead", "StatusNew" or "StatusAssistance-Manual". Reason for why it was tagged is added to the request's Notes.
Added tags are same, simple tags that users tag requests with, so they can be used while searching for requests in McM, pMp or GrASP.
If request is no longer problematic, it will have the tag automatically removed during next script run. Please note that fixed request does not immediately get the tag removed, this is done during the next script run which might be as far as 12h away. pMp and GrASP also need time to synchronize with McM.
pMp link: https://cms-pdmv.cern.ch/pmp/present?r=Dead&groupBy=&colorBy=pwg
This is the broadest tag of all. Requests can be tagged Dead for one of the following reasons:
If newest workflow of request is in status rejected, aborted, rejected-archived or aborted-archived for more than 30 days
Explanation and solution: request was rejected/aborted on computing side, but is still submitted in McM. Request(s) in McM should be reset back to new and deleted or resubmitted after solving problems which caused the workflow to be rejected/aborted
If newest workflow of request is in status normal-archived for more than 5 days
Explanation and solution: this usually means that workflow is finished and is "archived", but output dataset(s) are not yet in VALID status, but (probably) stuck in PRODUCTION status. Solution would be to nicely ask operators on computing side "if there is a reason why these datasets are still in PRODUCTION status". More often than not computing will manually trigger datasets to become VALID and request in McM will become done and lose the Dead tag
If newest workflow did not change it's status for more than 365 days
Explanation and solution: this means that nothing happened for a year which means either the priority is too low or there are other problems. These cases do not have a common answer, each should be investigated individually
The best place to start fixing a Dead request is to read the request's Notes to see why and when it was pronounced dead and then inspect request's workflows in Stats: https://cms-pdmv.cern.ch/stats/ (paste request PrepID in the search bar and click "Search").
pMp link: https://cms-pdmv.cern.ch/pmp/present?r=StatusNew&groupBy=&colorBy=pwg
Requests are tagged StatusNew when their workflow is in status new for more than 5 days. This can happen either because batches were not yet announced (in this case tag should be ignored) or that batch announcement failed and workflow has to be manually put to assignment-approved in ReqMgr2.
pMp link: https://cms-pdmv.cern.ch/pmp/present?r=StatusAssistance-Manual&status=submitted&groupBy=&colorBy=pwg
Requests are tagged StatusAssistance-Manual if their workflow is in assistance-manual status in computing. Status in computing is taken from here: http://cms-unified.web.cern.ch/cms-unified/public/statuses.json
There is no universal answer for this status, best place to start looking for answers is CMSUnified logs. CMSUnified logs for the workflow can be reached by clicking "CMSUnified" link in Stats.
Tickets that are in status new and last action in their history is more than 100 days ago are automatically deleted.
Users who acted on the ticket receive a notification email 5 days before deletion.
