notify sites and multiple tickets (#703)

updating the page...

---------

Co-authored-by: Enol Fernández <[email protected]>

.github/actions/spelling/allow.txt

@@ -476,6 +476,7 @@ oph
 ophuser
 orcid
 organisations
+OSG
 osidle
 ost
 OTHERDESCR
@@ -546,7 +547,6 @@ RWO
 rxtx
 Sars
 sbdii
-scai
 schedd
 scipy
 scotgrid
@@ -579,6 +579,7 @@ softver
 somekey
 sourcing
 southgrid
+spam
 srce
 srm
 srun

content/en/internal/helpdesk/features/tickets-to-multiple-sites/_index.md

@@ -1,30 +1,70 @@
 ---
-title: "'Notify Site' field and tickets to multiple sites"
+title: "'SITES' field and tickets to multiple sites"
 type: docs
 weight: 40
 description: >
   Selecting a Resource Centre as recipient and submitting tickets to multiple RCs
 ---
 
-## Notify Site field
+## SITES field
 
-- The list of sites included in the drop-down menu of the "Notify site" field is
-  taken from GOCDB (EGI sites) and from OIM DB (OSG sites).
-  - Sites registered in OIM are only visible if they have status "enabled".
-  - Sites registered in GOC DB are only visible if they have status "certified".
-  - Sites in other states (e.g. "suspended") are not visible in the "Notify
-    sites" drop-down list.
+- The list of sites included in the drop-down menu of the "SITES" field is taken
+  from GOCDB (EGI sites) and from OIM DB (OSG sites).
+  - Sites registered in OIM are only visible if they have certification status
+  "enabled".
+  - Sites registered in GOC DB are only visible if they have certification status
+  "certified".
+  - Sites in other statuses (e.g. "suspended") are not visible in the "SITES"
+  drop-down list.
 - the sites information is synchronized once per night.
-- In case a site's status changes, the site disappears from the "Notify sites"
-  drop-down list. Existing GGUS tickets related to this site get the "Notify
-  sites" field flushed. The NGI to which the site belongs inherits the ticket
-  from the site and is in charge of further processing this ticket.
+- In case a site's status changes, the site disappears from the "SITES"
+  drop-down list. Existing GGUS tickets related to this site get the "SITES"
+  field flushed. The NGI to which the site belongs inherits the ticket from the
+  site and is in charge of further processing this ticket.
 
-## Notify multiple sites option
+## Tickets to multiple sites option: the "Multisite" ticket
 
-- Notifying multiple sites is a feature for submitting tickets with the same
-  topic against an unlimited number of sites in GGUS.
-- This feature can be used only by users owning a dedicated privileges.
+- The Multisite ticket is a feature for submitting tickets with the same
+  topic against an unlimited number of sites in GGUS. After the submission,
+  the ticket is cloned and sent as separate ticket to each of the sites
+  selected during the ticket creation.
+  - All the sites displayed in GGUS can be notified using this option.
+- This feature can be used only by users owning the "Multisites" role.
 - There is a specific submit form linked from GGUS ticket submit area. In the
   "Notify SITE" drop-down menu sites can be checked for receiving a ticket.
-- All sites registered in GGUS can be notified using this option.
+
+### Creation of a Multisite ticket
+
+When the users with the “Multisites” role click on the "+" button to create a
+ticket, they will see the option "New Multisite Ticket".
+
+![Create Multisite ticket](create-multi-tickets.png)
+
+By clicking on that option, they will end up in an interface allowing the
+submission to multiple sites.
+
+![Multiple tickets interface](multiple-tickets.png)
+
+In addition to the usual fields, the users can also select proper values for:
+
+- SITE TYPE: EGI or OSG
+- TIER LEVELS
+- NGIs
+
+Then the "NOTIFIED SITES" field will be filled automatically based on the
+selections made for the aforementioned fields (it is also possible to further
+edit manually the values of this field).
+
+When all the necessary fields of the ticket creation form have been filled in
+properly, the users can click on the "Create" button to submit the tickets.
+
+At this point, a notification email for each submitted ticket is sent to the
+submitter (to be changed in the future to a single email containing all the
+created tickets in order to reduce the spam to the submitter). At the same
+time, all the selected sites in the list are notified and the tickets are
+assigned to the parent NGIs.
+
+The list of submitted tickets is available through the link "Search related
+tickets":
+
+![Search multi tickets](multisite-search.png)