Il Sistema di Supporto INFNGrid & GGUS (Global Grid User Support ) Giacinto Donvito INFN – BARI on behalf of CMT and Italian ROC Scuola Grid - Martina Franca, Thursday 22 November 2007 - 1

Scuola Grid - Martina Franca, Thursday 22 November 2007 - 2 Content of this talk Problem reporting Support workflow The TPM (Ticket Processing Managers) CIC (Core Infrastructure Centre) on duty tickets WIKI pages INFNGrid ticketing system Live demostration Scuola Grid - Martina Franca, Thursday 22 November 2007 - 2

Scuola Grid - Martina Franca, Thursday 22 November 2007 - 3 Problem reporting Users can make a support request via their Regional Operations' Center (ROC) or their Virtual Organisation (VO). RC 1 … RC X Within GGUS there is an internal support structure for all support requests. ROC 1 Local Helpdesk Central Application (GGUS) Problem www.ggus.org <vo>-user-support@ggus.org GGUS helpdesk@ggus.org TPM Scuola Grid - Martina Franca, Thursday 22 November 2007 - 3

Scuola Grid - Martina Franca, Thursday 22 November 2007 - 4 Support Workflow Mail to <VO>-user-support@ggus.org For VO users and VO specific problems - Solves - Classifies - Monitors Automatic Ticket Creation TPM Grid+VO experts VO-specific Central Application (GGUS) VO Support Units Middleware Support Units Deployment Operations Support ROC Network Scuola Grid - Martina Franca, Thursday 22 November 2007 - 4

Support Workflow For general Grid problems: beginners, Operations, Deployment, etc. Mail to helpdesk@ggus.org Automatic Ticket Creation TPM - Solves - Classifies - Monitors Central GGUS Application VO Support Units Middleware Support Units Deployment Operations Support ROC Network Scuola Grid - Martina Franca, Thursday 22 November 2007 - 5

Support Workflow www.ggus.org - Solves - Classifies - Monitors TPM - Solves - Classifies - Monitors Central GGUS Application VO Support Units Middleware Support Units Deployment Operations Support ROC Network Scuola Grid - Martina Franca, Thursday 22 November 2007 - 6

Scuola Grid - Martina Franca, Thursday 22 November 2007 - 7 Support Workflow Local Helpdesk Local Helpdesk Local Problem? Automatic Ticket Creation TPM - Solves - Classifies - Monitors RC Central Application (GGUS) VO Support Units Middleware Support Units Deployment Operations Support ROC Network Scuola Grid - Martina Franca, Thursday 22 November 2007 - 7

The Ticket Processing Managers TPM Support VO There are two kinds of Ticket Processing Managers: The Generic TPM: Generic Grid middleware experts (ROC_SE, ROC_CE, ROC_SW, ROC_Russia, ROC_CERN). Experience in Grid installation and configuration. First line support. Provide answers to tickets whenever possible. Assign the ticket to one of the second level support units or to a ROC. Follow all tickets and make sure they receive a timely and correct answer. Can contact support@ggus.org for help with procedures. Can contact themselves using the e-mailing list tpm-grid-support@cern.ch for help with problem solving. The VO TPM: People with experience in both generic Grid problems and VO specific software Receive VO specific tickets at the same time or after the generic TPM depending on VO They have the same duties as a generic TPM If a problem is really due to VO software they use the VO support structures to solve the problem Scuola Grid - Martina Franca, Thursday 22 November 2007 - 8

The Ticket Processing Managers TPM Support VO TPMs are notified via e-mail about user tickets. Who gets email notification after which action? Status Notification New Ticket Submitter GGUS TPM VO-Admins: if vo-specific Ticket modification GGUS TPM RespUnit: if assigned or updated „assign to one person“ „involve others“ Ticket solved Submitter TPM „assign to one person“ „involve others“ Scuola Grid - Martina Franca, Thursday 22 November 2007 - 9

The Ticket Processing Managers TPM Support VO What are the duties and tasks ? A TPM commits to process GGUS tickets during his/her shift in a week (possibly 8 hours commitment requested) Close simple trouble tickets Notify users about the status of their tickets Check that other tickets are sent to the correct place for processing React to alarms about tickets which have not been processed Ensure that the knowledge base and Wiki pages are enhanced by the responses associated with tickets; Rotate its operation among the participating ROCs in a timely, co-operative and informative way. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 10

Scuola Grid - Martina Franca, Thursday 22 November 2007 - 11 The GGUS Search engine Can be used by users and supporters. Here is an example! GGUS Search Engine Ongoing work to make it faster and to search through a wide set of docs and DBs Scuola Grid - Martina Franca, Thursday 22 November 2007 - 11

Scuola Grid - Martina Franca, Thursday 22 November 2007 - 12 CIC-on-Duty tickets The GGUS portal is also used by the Coordination Infrastructure Centre (CIC) for daily operations, to ensure the correct functionality of the services installed at sites. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 12

Scuola Grid - Martina Franca, Thursday 22 November 2007 - 13 The GGUS Supporters Ticket Processing Managers (TPM) : Generic grid experts VO TPMs: First line supporters for VOs Specialized Support: Middleware, Deployment, specialized VO Support ROCs: local support and services ENOC: network support TPM Support VO You need to register in order to be able to use the GGUS portal (GSI or password based) Documentation available describing the duties of a supporter: docs 1300, 1200, 1100, 8600. Supporter ? If you think you have a good knowledge in Grid and have time to provide support, please contact your ROC or directly ESC at: To apply as a supporter: https://gus.fzk.de/admin/apply4staff.php project-eu-egee-sa1-esc@cern.ch Scuola Grid - Martina Franca, Thursday 22 November 2007 - 13

Scuola Grid - Martina Franca, Thursday 22 November 2007 - 14 INFNGrid ticket system: https://grid-it.cnaf.infn.it/checklist/modules/multiMenu/ Scuola Grid - Martina Franca, Thursday 22 November 2007 - 14

GGUS-Xoops/xhelp interface Scuola Grid - Martina Franca, Thursday 22 November 2007 - 15

GGUS-Xoops/xhelp interface Scuola Grid - Martina Franca, Thursday 22 November 2007 - 16

Scuola Grid - Martina Franca, Thursday 22 November 2007 - 17 Live demostration Just 15 minutes to explain how the system works (Network and service availability allowing…) Scuola Grid - Martina Franca, Thursday 22 November 2007 - 17