GGUS

The WLCG does not use CERN’s helpdesk: it has its own. GGUS, developed and operated at KIT, has been the grid’s central ticketing system since 2007 — a German lab running the support desk for a worldwide federation. The seam with CERN is the GGUS–SNow interface: tickets for CERN grid services cross the bridge and are worked inside servicenow under its own priorities. After more than 20 years, GGUS is being replaced by a next-generation helpdesk — a succession in progress.

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Topology

• Part of: wlcg-governance
• Integrates: servicenow — the GGUS–SNow bridge.
• Cites: ggus-site — the system and its role since 2007.
• Cites: ggus-snow-bridge — the bridge, in operational use.
• Cites: ggus-nextgen — the replacement underway.