Operations Support for the UK National Grid Service URL of main web site – for information and user registration. Web site is being updated. http://www.grid-support.ac.uk Andrew Richards (GOSC/NGS) – CCLRC, RAL

Audit Board Security NGS GOC GSC USERS ETF Director GOSC Management Board Steering Committee Director GOSC Operations Board Operations Manager/ Technical Director Development Manager TRAINING Security NGS Networking GOC GSC USERS

Provides Support… + Other Helpdesk support@grid-support.ac.uk first point of contact for requests and queries personally contactable during office hours provides access to technical expertise at all sites Web information resource http://www.grid-support.ac.uk tutorials evaluation reports links to other resources + Other

…and Services Certificate Authority for the UK e-Science programme issues X.509 digital certificates uses network of Registration Authorities (RA) to validate users Bi-monthly training course for RA operators see http://ca.grid-support.ac.uk/ National resource directory service Globus MDS + BDII Implementation for NGS holds published information on Grid-enabled resources National MyProxy Service – myproxy.grid-support.ac.uk

User Support Providing support to end users is a key component of a production grid. The existing UK Grid Support Centre at CCLRC RAL has the responsibility for providing this. Under the new GOSC (Grid Operations and Support Centre) flag, the GSC provides a first point of contact for any queries related to the NGS and grid related aspects within the UK. Support is provided via email and via the web, through the provision of a helpdesk and a dedicated website to answer user queries.

User Registration (Process) Accepted (User Notified) User Applies (Via Website) Application QC User added to NGS VO (includes SRB account) Application Submitted to Peer Review Panel User added NGS-USER and NGS-ANNOUNCE Mailing lists User Registration Process Schematic overview of the user registration process including peer review process now in place. The process can take up to 7 days (maximum) during which time if no reject statements have been received from anyone on the peer review panel, then the user is accepted and granted an account and subscribed to the User related NGS mailing lists. (Note: SRB account is also automatically generated at this stage, but until we know the licensing issue then we are not making this publicly known!) Approved ? Rejected (User Notified)

Production Status TODAY 4 new core nodes operational 141 Users registered (41 since 1 September ’04) Grid enabled – Globus v2 (VDT distribution v1.2) at present BDII information service (GLUE + MDS Schemas) Data Services – Oracle and SRB Growing base of user applications MyProxy and CA services provided by UK Grid Support Centre VO Management Software – LCG-VO User support: Helpdesk Next… Other Middleware [gLite/OMII etc…] NGS Portal Resource Broker SRB pre-production service

Access Grid Certification Condor ETF For Information General GT2 GT3 GT4 Globus-MDS GridFTP Internal Maillist Myproxy NGS OGSA-DAI Project Registration RA Security SRB Support Notices Training Unicore

Provide first point of contact support Contact point between other helpdesks Or provide helpdesk facilities for other sites Develop Support relationship with technical expertise at sites

Possible ticket status and order for Helpdesk Tickets Agents Informed User Informed Comment Request New query submitted Open X Query number distributed Stalled Rejected Agent Replied Agent email response automatically informs user and associated agents User Replied User email response automatically informs associated agents Resolved Query answer Closed Can be reopened

Automated Workflow Default auto assignment Automatic escalation and business rules: Rule Description Certificate Request Subject contains Certificate, assign to Jianhua and Alex. NGS rule Subject contains NGS, assign to Rob and Andy. Requests over 1 day old Email notification to Andy, Jianhua and Alex. Last edited over 2 days ago Inform appropriate agents that query still active. Follow up date reminder Issue an email reminder to agent(s) if query follow up date set. Close resolved queries After 2 days change status from Resolved to Closed. Close rejected queries Automatically change status from Rejected to Closed. Bugzilla reports Forward bugzilla-daemon@mcs.anl.gov email to Xiao & close.

Query History An audit trail of all actions performed on a query can be viewed from the History button on the Details screen. View Contact History on the Edit screen shows all queries associated with a user

Inter-Helpdesk Development e.g. GGUS

Helpdesk Plans Upgrade server to FootPrints v6.5, includes new user portal interface to access knowledge base without logging in. Make server SSL-enabled i.e. https Explore use for other areas of e-Science eg GridPP, OMII Populate UKGSC knowledge base with additional solutions and FAQs. Publicise web interface to users and include web link in email notifications to users. Note: Users logon to FootPrints with their email address and register a password. Create additional business rules to automate procedure and add reports to satisfy SLAs etc. Review best practice for interactions with other e-Science helpdesk systems, internally and externally (e.g. GGUS relationship)

Neil Geddes: n.i.geddes@rl.ac.uk GOSC Director Neil Geddes: n.i.geddes@rl.ac.uk NGS Grid Coordinator Andrew Richards: a.j.richards@rl.ac.uk Websites http://www.grid-support.ac.uk http://www.ngs.ac.uk Helpdesk (via Grid Support Centre) Email: support@grid-support.ac.uk Contact Information General contact information. Users or sites interested in joining the NGS should in the first instance preferably contact the Grid Support Centre, clearly marking their email as NGS related.

GOSC / NGS Websites

Demonstration…

Main web sites http://www.grid-support.ac.uk http://www.ngs.ac.uk Support web sites http://ganglia.ngs.rl.ac.uk

Web Services interfaces Core services to facilitate collaborative (grid) computing – run by GOSC Authentication (PKI X509) Job submission/batch service Resource brokering Authorisation Virtual Organisation management Certificate management Information service Data access/integration services (SRB/OGSA-DAI/DQPS) National Registry (of registry’s) Data replication Data caching Grid monitoring Accounting UK e-Science Cert. gsi-ssh, globus-job-submit, condorG EDG-RB VOM/VOMS VOMS (+Grid3/EGEE) myProxy(++) BDII/Glue ? ETF ? ? EGEE ? EGEE/LCG + ETF +TeraGrid EGEE/LCG/ETF/GGF Web Services interfaces

UK e-Infrastructure Users get common access, tools, information, Nationally supported services, through NGS Regional and Campus grids Integrated internationally ISIS TS2 LHC HPCx + HECtoR VRE, VLE, IE

AA, Certification, VO Plans, MyProxy…