Operations Interfaces and Interactions Rob Quick, Indiana University July 21, 2005

Quick - OSG Operations Interfaces and Interactions Agenda Operations Model Support Center Interactions Interfaces and Tools for Support The Story So Far… Quick - OSG Operations Interfaces and Interactions

OSG Operations Model Logical View Quick - OSG Operations Interfaces and Interactions

OSG Operations Model Physical View Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions Support Centers An abstract term for all support organizations interacting with OSG Operations If OSG Operations can route/assign a trouble ticket to it, it is a Support Center Come in a variety of functions Resource Provider SC Virtual Organization SC Middleware SC Service Provider SC Support Center SC (iGOC) And sizes US-CMS Tier1 + Tier2 facilities have single SC Tier3 sites are (typically) their own SC or fall under Community Support OSG Operations maintains mapping between Resource/VO/Service and associated Support Center Specific functions of SC described in an Agreement with OSG Ops. Doug Olsen Quick - OSG Operations Interfaces and Interactions

Current Registered Support Centers OSG Support Center (GOC) USCMS Support Center STAR Support Center VDT Support Center LIGO Support Center Fermilab Support Center GRASE Support Center UC CI Support Center PROD SLAC Support Center UIowa Support Center ATLAS Support Center Community Support Center Quick - OSG Operations Interfaces and Interactions

Registration Info for all SC Organization name Contact info for Manager Operations (who gets trouble ticket) Security (incident response notification) Community supported by this SC Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions OSG Support Center Front Line Support Trouble Ticketing Security Incidence Response Support Center Coordination and Coordination with Other Grids Management of Community Support (Proposed) Network Throughput Measurement (Proposed) Quick - OSG Operations Interfaces and Interactions

The Community Support Center How do we support issues that fall outside the SC model? OSG Concierge Proposed Infrastructure Mailing List Issue Tracking Chat Room Web Space Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions Agenda Operations Model Support Center Interactions Interfaces and Tools for Support The Story So Far… Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions Problem Routing GOC runs Trouble Ticket System for OSG (Footprints). All SC will have entries in TTS Many SCs and SC representatives will have accounts directly in TTS Operators will create tickets from email to GOC@, HELP@, SUPPORT@, and TROUBLE@ Tickets are assigned to appropriate SC at entry time or upon first review Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions Trouble Ticket System Used by IU Global NOC & Grid3 Currently in use for OSG registration and installation issues Quick - OSG Operations Interfaces and Interactions

Ticket Routing Example 1 2 3 4 5 6 7 8 9 10 11 12 User in VO1 notices problem at RP3, notifies their SC (1). SC-C opens ticket (2) and assigns to SC-F. SC-F gets automatic notice (3) and contacts RP3 (4). Admin at RP3 fixes and replies to SC-F (5). SC-F notes resolution in ticket (6). SC-C gets automatic notice of update to ticket (7). SC-C notifies user of resolution (8). User confirms resolution (9). SC-C closes ticket (10). SC-F gets automatic notice of closure (11). SC-F notifies RP3 of closure (12). OSG infrastructure SC private infrastructure D Olson Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions Agenda Operations Model Support Center Interactions Interfaces and Tools for Support The Story So Far… Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions Support Web Pages Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions GridCat Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions MonALISA Utilization: Busy/ Free Nodes Total Running / Idle Jobs Running Jobs per VO Leigh G Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions ACDC Dashboard Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions Agenda Operations Model Support Center Interactions Interfaces and Tools for Support The Story So Far… Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions What has been Done 11 Supports Centers Registered Communication Infrastructure Trouble Ticket System Ticket Exchange Automation between OSG and USCMS Ticketing System has begun Support Web Pages Operations Phone Meeting (twice weekly) Operations Monitoring Infrastructure Identity Services (certificate verification) Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions What Needs to be Done Continue Registering Support Centers Refine Communication Infrastructure Trouble Ticket Exchange Continue To Develop Remedy - Footprints Automated Exchange Automated Exchange with Other Support Centers and Ticketing Systems Knowledge Base Operations Reporting to Community Quick - OSG Operations Interfaces and Interactions

Quick - OSG Operations Interfaces and Interactions Thank You Quick - OSG Operations Interfaces and Interactions