August 2015 - Admins - mailman3.cels.anl.gov

Re: [JLSE-Admins] Ticketing for JLSE
by Allen, Benjamin S. 12 Aug '15

12 Aug '15

We could also rely on the ticketing system for project requests, i.e. the website sends an email to ServiceNow and opens a ticket. Ben > On Aug 12, 2015, at 1:28 PM, Kalyan Kumaran <kumaran(a)anl.gov> wrote: > > Once info is set up please let me know and I will ask Ginny to change on the website. > >> On Aug 12, 2015, at 12:35 PM, Thakur, Rajeev <thakur(a)mcs.anl.gov> wrote: >> >> Fine. We have to make sure that the project submissions etc from the web site go to this address rather than admins@jlse, which would go to the ticket system. >> >>> On Aug 12, 2015, at 11:43 AM, Kalyan Kumaran <kumaran(a)anl.gov> wrote: >>> >>> info@jlse? >>> >>>> On Aug 12, 2015, at 11:38 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: >>>> >>>> Ok, what shall we rename this mailing to? >>>> >>>> Ben >>>> >>>>> On Aug 12, 2015, at 11:32 AM, Kalyan Kumaran <kumaran(a)anl.gov> wrote: >>>>> >>>>> Fine with me too. >>>>> >>>>> -Kumar >>>>> >>>>>> On Aug 12, 2015, at 10:30 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: >>>>>> >>>>>> Craig and I are looking at setting up ServiceNow for JLSE, which is what his team and CIS uses for ticketing. This is to help me, as well as allow his team to help triage JLSE tickets as they come in. Ideally alleviating me of userbase related tickets. >>>>>> >>>>>> I'd like to use help(a)jlse.anl.gov for this, but I think we should probably redirect admins(a)jlse.anl.gov as well to the ticketing system since existing users are used to using that email address. We can rename this mailing list, so we still have something for our own use. >>>>>> >>>>>> Let me know what you think. >>>>>> >>>>>> Ben >>>>>> >>>>>>> Begin forwarded message: >>>>>>> >>>>>>> From: "Stacey, Craig J." <stace(a)anl.gov> >>>>>>> Subject: Re: Ticketing for JLSE >>>>>>> Date: August 11, 2015 at 6:04:52 PM CDT >>>>>>> To: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >>>>>>> >>>>>>> Sure, presuming you want our rules, I'll just have them add it as an alias to help(a)cels.anl.gov. >>>>>>> >>>>>>> -- Craig (mobile) >>>>>>> >>>>>>> From: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >>>>>>> Sent: Aug 11, 2015 4:56 PM >>>>>>> To: Stacey, Craig J. >>>>>>> Subject: Re: Ticketing for JLSE >>>>>>> >>>>>>> I'm leaning towards a customized help(a)jlse.anl.gov type email address, but having your help to triage tickets would also be very beneficial. Can I have my cake and eat it too? >>>>>>> >>>>>>> Ben >>>>>>> >>>>>>> >>>>>>>> On Aug 11, 2015, at 2:55 PM, Stacey, Craig J. <stace(a)anl.gov> wrote: >>>>>>>> >>>>>>>> You’ve got two options. >>>>>>>> >>>>>>>> You can piggyback off our existing help(a)cels.anl.gov address (ie, just point people at that). Upside for you is that all mail will get autoassigned to my group, we’d do the triage, then assign to your group for stuff we couldn’t handle. Note, this only works if the mail is actually sent to help(a)cels.anl.gov. If it’s sent to some address that’s forwarded to help(a)cels.anl.gov, it will fall back to as if you sent mail to help(a)anl.gov, and be beholden to the rules they’ve set up such as not accepting tickets from unknown addresses. >>>>>>>> >>>>>>>> Second option is to set up a unique mailing address for you. We’d with with CIS to have Service Now configured to recognize this address (similar to how it currently recognizes help(a)cels.anl.gov and systems(a)mcs.anl.gov) and apply the rules you want applied to it (accept mail from outsiders, auto-assign to your group, etc). >>>>>>>> >>>>>>>> These options are not mutually exclusive, though option one is pretty much ready to go - we just need to create the ISAAC group for the JLSE team and have CIS create the appropriate group in Service Now that’s fed from it. >>>>>>>> -- >>>>>>>> Craig >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> On 8/11/15, 1:49 PM, "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> wrote: >>>>>>>> >>>>>>>>> Hi Craig, >>>>>>>>> >>>>>>>>> For ServiceNow can we still have a distinct support email address for JLSE? Will it be a separate queue from CIS and CELS in some fashion? >>>>>>>>> >>>>>>>>> Thanks, >>>>>>>>> >>>>>>>>> Ben >>>>>> >>>>>> _______________________________________________ >>>>>> Admins mailing list >>>>>> Admins(a)lists.jlse.anl.gov >>>>>> https://lists.jlse.anl.gov/mailman/listinfo/admins >>>>> >>>> >>> >>> _______________________________________________ >>> Admins mailing list >>> Admins(a)lists.jlse.anl.gov >>> https://lists.jlse.anl.gov/mailman/listinfo/admins >> >

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Re: [JLSE-Admins] Ticketing for JLSE
by Kalyan Kumaran 12 Aug '15

12 Aug '15

Once info is set up please let me know and I will ask Ginny to change on the website. > On Aug 12, 2015, at 12:35 PM, Thakur, Rajeev <thakur(a)mcs.anl.gov> wrote: > > Fine. We have to make sure that the project submissions etc from the web site go to this address rather than admins@jlse, which would go to the ticket system. > >> On Aug 12, 2015, at 11:43 AM, Kalyan Kumaran <kumaran(a)anl.gov> wrote: >> >> info@jlse? >> >>> On Aug 12, 2015, at 11:38 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: >>> >>> Ok, what shall we rename this mailing to? >>> >>> Ben >>> >>>> On Aug 12, 2015, at 11:32 AM, Kalyan Kumaran <kumaran(a)anl.gov> wrote: >>>> >>>> Fine with me too. >>>> >>>> -Kumar >>>> >>>>> On Aug 12, 2015, at 10:30 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: >>>>> >>>>> Craig and I are looking at setting up ServiceNow for JLSE, which is what his team and CIS uses for ticketing. This is to help me, as well as allow his team to help triage JLSE tickets as they come in. Ideally alleviating me of userbase related tickets. >>>>> >>>>> I'd like to use help(a)jlse.anl.gov for this, but I think we should probably redirect admins(a)jlse.anl.gov as well to the ticketing system since existing users are used to using that email address. We can rename this mailing list, so we still have something for our own use. >>>>> >>>>> Let me know what you think. >>>>> >>>>> Ben >>>>> >>>>>> Begin forwarded message: >>>>>> >>>>>> From: "Stacey, Craig J." <stace(a)anl.gov> >>>>>> Subject: Re: Ticketing for JLSE >>>>>> Date: August 11, 2015 at 6:04:52 PM CDT >>>>>> To: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >>>>>> >>>>>> Sure, presuming you want our rules, I'll just have them add it as an alias to help(a)cels.anl.gov. >>>>>> >>>>>> -- Craig (mobile) >>>>>> >>>>>> From: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >>>>>> Sent: Aug 11, 2015 4:56 PM >>>>>> To: Stacey, Craig J. >>>>>> Subject: Re: Ticketing for JLSE >>>>>> >>>>>> I'm leaning towards a customized help(a)jlse.anl.gov type email address, but having your help to triage tickets would also be very beneficial. Can I have my cake and eat it too? >>>>>> >>>>>> Ben >>>>>> >>>>>> >>>>>>> On Aug 11, 2015, at 2:55 PM, Stacey, Craig J. <stace(a)anl.gov> wrote: >>>>>>> >>>>>>> You’ve got two options. >>>>>>> >>>>>>> You can piggyback off our existing help(a)cels.anl.gov address (ie, just point people at that). Upside for you is that all mail will get autoassigned to my group, we’d do the triage, then assign to your group for stuff we couldn’t handle. Note, this only works if the mail is actually sent to help(a)cels.anl.gov. If it’s sent to some address that’s forwarded to help(a)cels.anl.gov, it will fall back to as if you sent mail to help(a)anl.gov, and be beholden to the rules they’ve set up such as not accepting tickets from unknown addresses. >>>>>>> >>>>>>> Second option is to set up a unique mailing address for you. We’d with with CIS to have Service Now configured to recognize this address (similar to how it currently recognizes help(a)cels.anl.gov and systems(a)mcs.anl.gov) and apply the rules you want applied to it (accept mail from outsiders, auto-assign to your group, etc). >>>>>>> >>>>>>> These options are not mutually exclusive, though option one is pretty much ready to go - we just need to create the ISAAC group for the JLSE team and have CIS create the appropriate group in Service Now that’s fed from it. >>>>>>> -- >>>>>>> Craig >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> On 8/11/15, 1:49 PM, "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> wrote: >>>>>>> >>>>>>>> Hi Craig, >>>>>>>> >>>>>>>> For ServiceNow can we still have a distinct support email address for JLSE? Will it be a separate queue from CIS and CELS in some fashion? >>>>>>>> >>>>>>>> Thanks, >>>>>>>> >>>>>>>> Ben >>>>> >>>>> _______________________________________________ >>>>> Admins mailing list >>>>> Admins(a)lists.jlse.anl.gov >>>>> https://lists.jlse.anl.gov/mailman/listinfo/admins >>>> >>> >> >> _______________________________________________ >> Admins mailing list >> Admins(a)lists.jlse.anl.gov >> https://lists.jlse.anl.gov/mailman/listinfo/admins >

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Re: [JLSE-Admins] Ticketing for JLSE
by Thakur, Rajeev 12 Aug '15

12 Aug '15

Fine. We have to make sure that the project submissions etc from the web site go to this address rather than admins@jlse, which would go to the ticket system. > On Aug 12, 2015, at 11:43 AM, Kalyan Kumaran <kumaran(a)anl.gov> wrote: > > info@jlse? > >> On Aug 12, 2015, at 11:38 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: >> >> Ok, what shall we rename this mailing to? >> >> Ben >> >>> On Aug 12, 2015, at 11:32 AM, Kalyan Kumaran <kumaran(a)anl.gov> wrote: >>> >>> Fine with me too. >>> >>> -Kumar >>> >>>> On Aug 12, 2015, at 10:30 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: >>>> >>>> Craig and I are looking at setting up ServiceNow for JLSE, which is what his team and CIS uses for ticketing. This is to help me, as well as allow his team to help triage JLSE tickets as they come in. Ideally alleviating me of userbase related tickets. >>>> >>>> I'd like to use help(a)jlse.anl.gov for this, but I think we should probably redirect admins(a)jlse.anl.gov as well to the ticketing system since existing users are used to using that email address. We can rename this mailing list, so we still have something for our own use. >>>> >>>> Let me know what you think. >>>> >>>> Ben >>>> >>>>> Begin forwarded message: >>>>> >>>>> From: "Stacey, Craig J." <stace(a)anl.gov> >>>>> Subject: Re: Ticketing for JLSE >>>>> Date: August 11, 2015 at 6:04:52 PM CDT >>>>> To: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >>>>> >>>>> Sure, presuming you want our rules, I'll just have them add it as an alias to help(a)cels.anl.gov. >>>>> >>>>> -- Craig (mobile) >>>>> >>>>> From: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >>>>> Sent: Aug 11, 2015 4:56 PM >>>>> To: Stacey, Craig J. >>>>> Subject: Re: Ticketing for JLSE >>>>> >>>>> I'm leaning towards a customized help(a)jlse.anl.gov type email address, but having your help to triage tickets would also be very beneficial. Can I have my cake and eat it too? >>>>> >>>>> Ben >>>>> >>>>> >>>>>> On Aug 11, 2015, at 2:55 PM, Stacey, Craig J. <stace(a)anl.gov> wrote: >>>>>> >>>>>> You’ve got two options. >>>>>> >>>>>> You can piggyback off our existing help(a)cels.anl.gov address (ie, just point people at that). Upside for you is that all mail will get autoassigned to my group, we’d do the triage, then assign to your group for stuff we couldn’t handle. Note, this only works if the mail is actually sent to help(a)cels.anl.gov. If it’s sent to some address that’s forwarded to help(a)cels.anl.gov, it will fall back to as if you sent mail to help(a)anl.gov, and be beholden to the rules they’ve set up such as not accepting tickets from unknown addresses. >>>>>> >>>>>> Second option is to set up a unique mailing address for you. We’d with with CIS to have Service Now configured to recognize this address (similar to how it currently recognizes help(a)cels.anl.gov and systems(a)mcs.anl.gov) and apply the rules you want applied to it (accept mail from outsiders, auto-assign to your group, etc). >>>>>> >>>>>> These options are not mutually exclusive, though option one is pretty much ready to go - we just need to create the ISAAC group for the JLSE team and have CIS create the appropriate group in Service Now that’s fed from it. >>>>>> -- >>>>>> Craig >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> On 8/11/15, 1:49 PM, "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> wrote: >>>>>> >>>>>>> Hi Craig, >>>>>>> >>>>>>> For ServiceNow can we still have a distinct support email address for JLSE? Will it be a separate queue from CIS and CELS in some fashion? >>>>>>> >>>>>>> Thanks, >>>>>>> >>>>>>> Ben >>>> >>>> _______________________________________________ >>>> Admins mailing list >>>> Admins(a)lists.jlse.anl.gov >>>> https://lists.jlse.anl.gov/mailman/listinfo/admins >>> >> > > _______________________________________________ > Admins mailing list > Admins(a)lists.jlse.anl.gov > https://lists.jlse.anl.gov/mailman/listinfo/admins

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Re: [JLSE-Admins] Ticketing for JLSE
by Kalyan Kumaran 12 Aug '15

12 Aug '15

info@jlse? > On Aug 12, 2015, at 11:38 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: > > Ok, what shall we rename this mailing to? > > Ben > >> On Aug 12, 2015, at 11:32 AM, Kalyan Kumaran <kumaran(a)anl.gov> wrote: >> >> Fine with me too. >> >> -Kumar >> >>> On Aug 12, 2015, at 10:30 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: >>> >>> Craig and I are looking at setting up ServiceNow for JLSE, which is what his team and CIS uses for ticketing. This is to help me, as well as allow his team to help triage JLSE tickets as they come in. Ideally alleviating me of userbase related tickets. >>> >>> I'd like to use help(a)jlse.anl.gov for this, but I think we should probably redirect admins(a)jlse.anl.gov as well to the ticketing system since existing users are used to using that email address. We can rename this mailing list, so we still have something for our own use. >>> >>> Let me know what you think. >>> >>> Ben >>> >>>> Begin forwarded message: >>>> >>>> From: "Stacey, Craig J." <stace(a)anl.gov> >>>> Subject: Re: Ticketing for JLSE >>>> Date: August 11, 2015 at 6:04:52 PM CDT >>>> To: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >>>> >>>> Sure, presuming you want our rules, I'll just have them add it as an alias to help(a)cels.anl.gov. >>>> >>>> -- Craig (mobile) >>>> >>>> From: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >>>> Sent: Aug 11, 2015 4:56 PM >>>> To: Stacey, Craig J. >>>> Subject: Re: Ticketing for JLSE >>>> >>>> I'm leaning towards a customized help(a)jlse.anl.gov type email address, but having your help to triage tickets would also be very beneficial. Can I have my cake and eat it too? >>>> >>>> Ben >>>> >>>> >>>>> On Aug 11, 2015, at 2:55 PM, Stacey, Craig J. <stace(a)anl.gov> wrote: >>>>> >>>>> You’ve got two options. >>>>> >>>>> You can piggyback off our existing help(a)cels.anl.gov address (ie, just point people at that). Upside for you is that all mail will get autoassigned to my group, we’d do the triage, then assign to your group for stuff we couldn’t handle. Note, this only works if the mail is actually sent to help(a)cels.anl.gov. If it’s sent to some address that’s forwarded to help(a)cels.anl.gov, it will fall back to as if you sent mail to help(a)anl.gov, and be beholden to the rules they’ve set up such as not accepting tickets from unknown addresses. >>>>> >>>>> Second option is to set up a unique mailing address for you. We’d with with CIS to have Service Now configured to recognize this address (similar to how it currently recognizes help(a)cels.anl.gov and systems(a)mcs.anl.gov) and apply the rules you want applied to it (accept mail from outsiders, auto-assign to your group, etc). >>>>> >>>>> These options are not mutually exclusive, though option one is pretty much ready to go - we just need to create the ISAAC group for the JLSE team and have CIS create the appropriate group in Service Now that’s fed from it. >>>>> -- >>>>> Craig >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> On 8/11/15, 1:49 PM, "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> wrote: >>>>> >>>>>> Hi Craig, >>>>>> >>>>>> For ServiceNow can we still have a distinct support email address for JLSE? Will it be a separate queue from CIS and CELS in some fashion? >>>>>> >>>>>> Thanks, >>>>>> >>>>>> Ben >>> >>> _______________________________________________ >>> Admins mailing list >>> Admins(a)lists.jlse.anl.gov >>> https://lists.jlse.anl.gov/mailman/listinfo/admins >> >

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Re: [JLSE-Admins] Ticketing for JLSE
by Allen, Benjamin S. 12 Aug '15

12 Aug '15

Ok, what shall we rename this mailing to? Ben > On Aug 12, 2015, at 11:32 AM, Kalyan Kumaran <kumaran(a)anl.gov> wrote: > > Fine with me too. > > -Kumar > >> On Aug 12, 2015, at 10:30 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: >> >> Craig and I are looking at setting up ServiceNow for JLSE, which is what his team and CIS uses for ticketing. This is to help me, as well as allow his team to help triage JLSE tickets as they come in. Ideally alleviating me of userbase related tickets. >> >> I'd like to use help(a)jlse.anl.gov for this, but I think we should probably redirect admins(a)jlse.anl.gov as well to the ticketing system since existing users are used to using that email address. We can rename this mailing list, so we still have something for our own use. >> >> Let me know what you think. >> >> Ben >> >>> Begin forwarded message: >>> >>> From: "Stacey, Craig J." <stace(a)anl.gov> >>> Subject: Re: Ticketing for JLSE >>> Date: August 11, 2015 at 6:04:52 PM CDT >>> To: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >>> >>> Sure, presuming you want our rules, I'll just have them add it as an alias to help(a)cels.anl.gov. >>> >>> -- Craig (mobile) >>> >>> From: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >>> Sent: Aug 11, 2015 4:56 PM >>> To: Stacey, Craig J. >>> Subject: Re: Ticketing for JLSE >>> >>> I'm leaning towards a customized help(a)jlse.anl.gov type email address, but having your help to triage tickets would also be very beneficial. Can I have my cake and eat it too? >>> >>> Ben >>> >>> >>> > On Aug 11, 2015, at 2:55 PM, Stacey, Craig J. <stace(a)anl.gov> wrote: >>> > >>> > You’ve got two options. >>> > >>> > You can piggyback off our existing help(a)cels.anl.gov address (ie, just point people at that). Upside for you is that all mail will get autoassigned to my group, we’d do the triage, then assign to your group for stuff we couldn’t handle. Note, this only works if the mail is actually sent to help(a)cels.anl.gov. If it’s sent to some address that’s forwarded to help(a)cels.anl.gov, it will fall back to as if you sent mail to help(a)anl.gov, and be beholden to the rules they’ve set up such as not accepting tickets from unknown addresses. >>> > >>> > Second option is to set up a unique mailing address for you. We’d with with CIS to have Service Now configured to recognize this address (similar to how it currently recognizes help(a)cels.anl.gov and systems(a)mcs.anl.gov) and apply the rules you want applied to it (accept mail from outsiders, auto-assign to your group, etc). >>> > >>> > These options are not mutually exclusive, though option one is pretty much ready to go - we just need to create the ISAAC group for the JLSE team and have CIS create the appropriate group in Service Now that’s fed from it. >>> > -- >>> > Craig >>> > >>> > >>> > >>> > >>> > >>> > >>> > >>> > >>> > On 8/11/15, 1:49 PM, "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> wrote: >>> > >>> >> Hi Craig, >>> >> >>> >> For ServiceNow can we still have a distinct support email address for JLSE? Will it be a separate queue from CIS and CELS in some fashion? >>> >> >>> >> Thanks, >>> >> >>> >> Ben >> >> _______________________________________________ >> Admins mailing list >> Admins(a)lists.jlse.anl.gov >> https://lists.jlse.anl.gov/mailman/listinfo/admins >

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Re: [JLSE-Admins] Ticketing for JLSE
by Kalyan Kumaran 12 Aug '15

12 Aug '15

Fine with me too. -Kumar > On Aug 12, 2015, at 10:30 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: > > Craig and I are looking at setting up ServiceNow for JLSE, which is what his team and CIS uses for ticketing. This is to help me, as well as allow his team to help triage JLSE tickets as they come in. Ideally alleviating me of userbase related tickets. > > I'd like to use help(a)jlse.anl.gov <mailto:[email protected]> for this, but I think we should probably redirect admins(a)jlse.anl.gov <mailto:[email protected]> as well to the ticketing system since existing users are used to using that email address. We can rename this mailing list, so we still have something for our own use. > > Let me know what you think. > > Ben > >> Begin forwarded message: >> >> From: "Stacey, Craig J." <stace(a)anl.gov <mailto:[email protected]>> >> Subject: Re: Ticketing for JLSE >> Date: August 11, 2015 at 6:04:52 PM CDT >> To: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov <mailto:[email protected]>> >> >> Sure, presuming you want our rules, I'll just have them add it as an alias to help(a)cels.anl.gov <mailto:[email protected]>. >> >> -- Craig (mobile) >> >> From: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov <mailto:[email protected]>> >> Sent: Aug 11, 2015 4:56 PM >> To: Stacey, Craig J. >> Subject: Re: Ticketing for JLSE >> >> I'm leaning towards a customized help(a)jlse.anl.gov <mailto:[email protected]> type email address, but having your help to triage tickets would also be very beneficial. Can I have my cake and eat it too? >> >> Ben >> >> >> > On Aug 11, 2015, at 2:55 PM, Stacey, Craig J. <stace(a)anl.gov <mailto:[email protected]>> wrote: >> > >> > You’ve got two options. >> > >> > You can piggyback off our existing help(a)cels.anl.gov <mailto:[email protected]> address (ie, just point people at that). Upside for you is that all mail will get autoassigned to my group, we’d do the triage, then assign to your group for stuff we couldn’t handle. Note, this only works if the mail is actually sent to help(a)cels.anl.gov <mailto:[email protected]>. If it’s sent to some address that’s forwarded to help(a)cels.anl.gov <mailto:[email protected]>, it will fall back to as if you sent mail to help(a)anl.gov <mailto:[email protected]>, and be beholden to the rules they’ve set up such as not accepting tickets from unknown addresses. >> > >> > Second option is to set up a unique mailing address for you. We’d with with CIS to have Service Now configured to recognize this address (similar to how it currently recognizes help(a)cels.anl.gov <mailto:[email protected]> and systems(a)mcs.anl.gov <mailto:[email protected]>), and apply the rules you want applied to it (accept mail from outsiders, auto-assign to your group, etc). >> > >> > These options are not mutually exclusive, though option one is pretty much ready to go - we just need to create the ISAAC group for the JLSE team and have CIS create the appropriate group in Service Now that’s fed from it. >> > -- >> > Craig >> > >> > >> > >> > >> > >> > >> > >> > >> > On 8/11/15, 1:49 PM, "Allen, Benjamin S." <bsallen(a)alcf.anl.gov <mailto:[email protected]>> wrote: >> > >> >> Hi Craig, >> >> >> >> For ServiceNow can we still have a distinct support email address for JLSE? Will it be a separate queue from CIS and CELS in some fashion? >> >> >> >> Thanks, >> >> >> >> Ben > > _______________________________________________ > Admins mailing list > Admins(a)lists.jlse.anl.gov > https://lists.jlse.anl.gov/mailman/listinfo/admins

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Re: [JLSE-Admins] Ticketing for JLSE
by Thakur, Rajeev 12 Aug '15

12 Aug '15

Fine with me. Rajeev > On Aug 12, 2015, at 10:30 AM, Allen, Benjamin S. <bsallen(a)alcf.anl.gov> wrote: > > Craig and I are looking at setting up ServiceNow for JLSE, which is what his team and CIS uses for ticketing. This is to help me, as well as allow his team to help triage JLSE tickets as they come in. Ideally alleviating me of userbase related tickets. > > I'd like to use help(a)jlse.anl.gov for this, but I think we should probably redirect admins(a)jlse.anl.gov as well to the ticketing system since existing users are used to using that email address. We can rename this mailing list, so we still have something for our own use. > > Let me know what you think. > > Ben > >> Begin forwarded message: >> >> From: "Stacey, Craig J." <stace(a)anl.gov> >> Subject: Re: Ticketing for JLSE >> Date: August 11, 2015 at 6:04:52 PM CDT >> To: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >> >> Sure, presuming you want our rules, I'll just have them add it as an alias to help(a)cels.anl.gov. >> >> -- Craig (mobile) >> >> From: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> >> Sent: Aug 11, 2015 4:56 PM >> To: Stacey, Craig J. >> Subject: Re: Ticketing for JLSE >> >> I'm leaning towards a customized help(a)jlse.anl.gov type email address, but having your help to triage tickets would also be very beneficial. Can I have my cake and eat it too? >> >> Ben >> >> >> > On Aug 11, 2015, at 2:55 PM, Stacey, Craig J. <stace(a)anl.gov> wrote: >> > >> > You’ve got two options. >> > >> > You can piggyback off our existing help(a)cels.anl.gov address (ie, just point people at that). Upside for you is that all mail will get autoassigned to my group, we’d do the triage, then assign to your group for stuff we couldn’t handle. Note, this only works if the mail is actually sent to help(a)cels.anl.gov. If it’s sent to some address that’s forwarded to help(a)cels.anl.gov, it will fall back to as if you sent mail to help(a)anl.gov, and be beholden to the rules they’ve set up such as not accepting tickets from unknown addresses. >> > >> > Second option is to set up a unique mailing address for you. We’d with with CIS to have Service Now configured to recognize this address (similar to how it currently recognizes help(a)cels.anl.gov and systems(a)mcs.anl.gov) and apply the rules you want applied to it (accept mail from outsiders, auto-assign to your group, etc). >> > >> > These options are not mutually exclusive, though option one is pretty much ready to go - we just need to create the ISAAC group for the JLSE team and have CIS create the appropriate group in Service Now that’s fed from it. >> > -- >> > Craig >> > >> > >> > >> > >> > >> > >> > >> > >> > On 8/11/15, 1:49 PM, "Allen, Benjamin S." <bsallen(a)alcf.anl.gov> wrote: >> > >> >> Hi Craig, >> >> >> >> For ServiceNow can we still have a distinct support email address for JLSE? Will it be a separate queue from CIS and CELS in some fashion? >> >> >> >> Thanks, >> >> >> >> Ben > > _______________________________________________ > Admins mailing list > Admins(a)lists.jlse.anl.gov > https://lists.jlse.anl.gov/mailman/listinfo/admins

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[JLSE-Admins] Fwd: Ticketing for JLSE
by Allen, Benjamin S. 12 Aug '15

12 Aug '15

Craig and I are looking at setting up ServiceNow for JLSE, which is what his team and CIS uses for ticketing. This is to help me, as well as allow his team to help triage JLSE tickets as they come in. Ideally alleviating me of userbase related tickets. I'd like to use help(a)jlse.anl.gov<mailto:[email protected]> for this, but I think we should probably redirect admins(a)jlse.anl.gov<mailto:[email protected]> as well to the ticketing system since existing users are used to using that email address. We can rename this mailing list, so we still have something for our own use. Let me know what you think. Ben Begin forwarded message: From: "Stacey, Craig J." <stace(a)anl.gov<mailto:[email protected]>> Subject: Re: Ticketing for JLSE Date: August 11, 2015 at 6:04:52 PM CDT To: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov<mailto:[email protected]>> Sure, presuming you want our rules, I'll just have them add it as an alias to help(a)cels.anl.gov<mailto:[email protected]>. -- Craig (mobile) From: "Allen, Benjamin S." <bsallen(a)alcf.anl.gov<mailto:[email protected]>> Sent: Aug 11, 2015 4:56 PM To: Stacey, Craig J. Subject: Re: Ticketing for JLSE I'm leaning towards a customized help(a)jlse.anl.gov<mailto:[email protected]> type email address, but having your help to triage tickets would also be very beneficial. Can I have my cake and eat it too? Ben > On Aug 11, 2015, at 2:55 PM, Stacey, Craig J. <stace(a)anl.gov<mailto:[email protected]>> wrote: > > You’ve got two options. > > You can piggyback off our existing help(a)cels.anl.gov<mailto:[email protected]> address (ie, just point people at that). Upside for you is that all mail will get autoassigned to my group, we’d do the triage, then assign to your group for stuff we couldn’t handle. Note, this only works if the mail is actually sent to help(a)cels.anl.gov<mailto:[email protected]>. If it’s sent to some address that’s forwarded to help(a)cels.anl.gov<mailto:[email protected]>, it will fall back to as if you sent mail to help(a)anl.gov<mailto:[email protected]>, and be beholden to the rules they’ve set up such as not accepting tickets from unknown addresses. > > Second option is to set up a unique mailing address for you. We’d with with CIS to have Service Now configured to recognize this address (similar to how it currently recognizes help(a)cels.anl.gov<mailto:[email protected]> and systems(a)mcs.anl.gov<mailto:[email protected]>), and apply the rules you want applied to it (accept mail from outsiders, auto-assign to your group, etc). > > These options are not mutually exclusive, though option one is pretty much ready to go - we just need to create the ISAAC group for the JLSE team and have CIS create the appropriate group in Service Now that’s fed from it. > -- > Craig > > > > > > > > > On 8/11/15, 1:49 PM, "Allen, Benjamin S." <bsallen(a)alcf.anl.gov<mailto:[email protected]>> wrote: > >> Hi Craig, >> >> For ServiceNow can we still have a distinct support email address for JLSE? Will it be a separate queue from CIS and CELS in some fashion? >> >> Thanks, >> >> Ben

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[JLSE-Admins] [Fail2Ban] SSH: banned 54.207.47.37 on
by Fail2Ban 12 Aug '15

12 Aug '15

The IP 54.207.47.37 has just been banned by Fail2Ban after 19 attempts against SSH. Latest lines containing IP:54.207.47.37 in /var/log/syslog/sshd.log Aug 12 14:35:35 ftlogin2 sshd[11670]: error: PAM: User not known to the underlying authentication module for illegal user admin from ec2-54-207-47-37.sa-east-1.compute.amazonaws.com Aug 12 14:35:35 ftlogin2 sshd[11670]: Failed keyboard-interactive/pam for invalid user admin from 54.207.47.37 port 59755 ssh2 Aug 12 14:35:45 ftlogin2 sshd[12123]: Invalid user admin from 54.207.47.37 Aug 12 14:35:45 ftlogin2 sshd[12127]: Postponed keyboard-interactive for invalid user admin from 54.207.47.37 port 59950 ssh2 Aug 12 14:35:46 ftlogin2 sshd[12123]: error: PAM: User not known to the underlying authentication module for illegal user admin from ec2-54-207-47-37.sa-east-1.compute.amazonaws.com Aug 12 14:35:46 ftlogin2 sshd[12123]: Failed keyboard-interactive/pam for invalid user admin from 54.207.47.37 port 59950 ssh2 Aug 12 14:35:47 ftlogin2 sshd[12127]: Postponed keyboard-interactive for invalid user admin from 54.207.47.37 port 59950 ssh2 Aug 12 14:35:48 ftlogin2 sshd[12123]: error: PAM: User not known to the underlying authentication module for illegal user admin from ec2-54-207-47-37.sa-east-1.compute.amazonaws.com Aug 12 14:35:48 ftlogin2 sshd[12123]: Failed keyboard-interactive/pam for invalid user admin from 54.207.47.37 port 59950 ssh2 Aug 12 14:35:48 ftlogin2 sshd[12127]: Postponed keyboard-interactive for invalid user admin from 54.207.47.37 port 59950 ssh2 - Fail2ban on

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[JLSE-Admins] [Fail2Ban] SSH: banned 198.57.175.112 on
by Fail2Ban 12 Aug '15

12 Aug '15

The IP 198.57.175.112 has just been banned by Fail2Ban after 19 attempts against SSH. Latest lines containing IP:198.57.175.112 in /var/log/syslog/sshd.log Aug 12 10:11:45 ftlogin2 sshd[6408]: Failed keyboard-interactive/pam for invalid user admin from 198.57.175.112 port 48512 ssh2 Aug 12 10:11:54 ftlogin2 sshd[6549]: reverse mapping checking getaddrinfo for 198-57-175-112.unifiedlayer.com [198.57.175.112] failed - POSSIBLE BREAK-IN ATTEMPT! Aug 12 10:11:54 ftlogin2 sshd[6549]: Invalid user admin from 198.57.175.112 Aug 12 10:11:54 ftlogin2 sshd[6552]: Postponed keyboard-interactive for invalid user admin from 198.57.175.112 port 48692 ssh2 Aug 12 10:11:55 ftlogin2 sshd[6549]: error: PAM: User not known to the underlying authentication module for illegal user admin from 198.57.175.112 Aug 12 10:11:55 ftlogin2 sshd[6549]: Failed keyboard-interactive/pam for invalid user admin from 198.57.175.112 port 48692 ssh2 Aug 12 10:11:55 ftlogin2 sshd[6552]: Postponed keyboard-interactive for invalid user admin from 198.57.175.112 port 48692 ssh2 Aug 12 10:11:56 ftlogin2 sshd[6549]: error: PAM: User not known to the underlying authentication module for illegal user admin from 198.57.175.112 Aug 12 10:11:56 ftlogin2 sshd[6549]: Failed keyboard-interactive/pam for invalid user admin from 198.57.175.112 port 48692 ssh2 Aug 12 10:11:56 ftlogin2 sshd[6552]: Postponed keyboard-interactive for invalid user admin from 198.57.175.112 port 48692 ssh2 - Fail2ban on

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