Support Operation Challenge – 1 SOC-1 Alistair Mills Torsten Antoni ARM-4, Bologna 25 May 2005 www.eu-egee.org Support Operation Challenge – 1 SOC-1 Alistair Mills Torsten Antoni EGEE is a project funded by the European Union under contract IST-2003-508833

Outline Background information on support system Current priorities for ESC Reasons for SOC-1 Parts of SOC-1 Test schedules for SOC-1 Time line for SOC-1 Documents associated with SOC-1 Discussion ARM-4 – Bologna, May 25, 2005 - 2

EGEE User Support: infrastructure The ROCs and VOs and the other project wide groups such as the Core Infrastructure Center (CIC), middleware groups (JRA), network groups (NA), service groups (SA) will be connected via a central integration platform provided by GGUS, but not all in 2005. This central helpdesk keeps track of all service requests and assigns them to the appropriate support groups. In this way, formal communication between all support groups is possible. To enable this, each group has to build only one interface between its internal support structure and the central GGUS application. ARM-4 – Bologna, May 25, 2005 - 3

Priorities for ESC Support Operation Challenge in June-July Document the responsible units Document the SOC-1 tests Train the support units to respond in a timely manner Train GGUS to direct tickets accurately Integration of ROCs Integration of VOs Get a system which is reliable, working by July 2005 ARM-4 – Bologna, May 25, 2005 - 4

Reasons for SOC-1 The end point of the work of ESC-1 Build confidence in GGUS Document the responsible units (RUs) Train people in GGUS in directing tickets Train people in the RUs to deal with tickets Document the current status of GGUS operations Plan for 2H 2005 ARM-4 – Bologna, May 25, 2005 - 5

Responsible Units GGUS directs tickets to responsible units: Responsible units are defined for: Each ROC (11 of them including CERN) The CIC Each VO (14 of them) GGUS itself Support units (15 of them, eg gd, installation, gridice, pps, enoc etc) GGUS collects responses and directs them to the user We need to improve the definition of the responsible units and help them to deal with tickets in time – this is what SOC-1 is for! ARM-4 – Bologna, May 25, 2005 - 6

Parts of SOC-1 1 Verify the linkages with tickets which are content free 2 Train GGUS to direct tickets accurately 3 Train responsible units to deal with tickets 4 Verify the service with tickets containing content ARM-4 – Bologna, May 25, 2005 - 7

Test Schedules Sched What Responsible Person # of tickets ROC to ROC Alistair Mills 121 1 Person/ROC ROC to CIC Helene Cordier 11 CIC to ROC Helene Cordier 11 GGUS to VO Torsten Antoni 14 VO to CIC Helene Cordier 14 OMC to SU Alistair Mills 17 There may be additional schedules for SOC-2 The schedules may become routine repeatable tests ARM-4 – Bologna, May 25, 2005 - 8

Timeline for SOC-1 EGEE W/b Work 23/05 Meeting in Bologna 30/05 Document SOC-1; agree the FAQ with each ROC 06/06 Schedule -1 with no content 13/05 Schedule -1 with no content 20/06 Document the FAQs for other RUs 27/06 Train GGUS to direct tickets; Schedules -2, -3, -4, -5, -6 04/07 Train RUs to deal with tickets with content 11/07 Repeat schedules -1 to - 6 with content 18/07 Conclude SOC-1 and ESC-1 and write report 25/07 Vacation ARM-4 – Bologna, May 25, 2005 - 9

Documents There is a need for a large number of documents: Item Number Pages Total FAQ for each responsible units 40 3 120 SOC planning document 15 Detailed plan for implementation of SOC-1 100 Report on SOC-1 10 Total ~250 These documents are held in EGEE-DOCS at: http://egee-docs.web.cern.ch/egee-docs/support/documentation There are initial drafts of all of the documents available now, but they are largely content free The SOC planning document is almost complete The detailed plan for SOC-1 has yet to be drafted ARM-4 – Bologna, May 25, 2005 - 10

FAQ – what are these? The FAQ is a simple document which contains: Essential information for both GGUS and the RU about their business In time it may become a Service Level Agreement It is presented in the form of a series of questions and answers (FAQ) It will be agreed between GGUS and the RU and kept up to date and relevant It is intended to reduce misunderstanding It should be easy to use and to understand We need a lot of these to make GGUS work It will be written by Alistair and Torsten and then discussed with each RU The one describing SoD has been written ARM-4 – Bologna, May 25, 2005 - 11

Documents 1000-3900 1000 Document index 1100 Tutorial on GGUS-HelpDesk System 1200 Workflows in GGUS 1300 Short guide for support staff 1400 1500 Site Functional Tests 1600 Support Operation Challenge Phase 1 (SOC-1) 1700 FAQ for SoD 1800 FAQ for TEMPLATE 1900 Guidelines for documents 2000 FAQ for ROC 2100 FAQ for CERN 2200 FAQ for ROC-UK 2300 FAQ for ROC-IT 2400 FAQ for ROC-CE 2500 FAQ for ROC-SW 2600 FAQ for ROC-SE 2700 FAQ for ROC-NE 2800 FAQ for ROC-RU 2900 FAQ for ROC-DCH 3000 FAQ for ROC-FR 3100 FAQ for ROC-TW 3900 FAQ for CIC ARM-4 – Bologna, May 25, 2005 - 12

Documents 4000-8900 4000 FAQ for VO 4100 FAQ for alice 4200 FAQ for atlas 4300 FAQ for babar 4400 FAQ for biomed 4500 FAQ for cdf 4600 FAQ for cms 4700 FAQ for compass 4800 FAQ for d0 4900 FAQ for lhcb 6100 FAQ for egeode 6200 FAQ for magics 6300 FAQ for esr 6400 FAQ for compchem 6500 FAQ for planck 7000 FAQ for SU 7100 FAQ for security 7200 FAQ for installation 7300 FAQ for vomanagement 7400 FAQ for preproduction 7500 FAQ for castor 7600 FAQ for enoc 7700 FAQ for gridice 7800 FAQ for infosystem 7900 FAQ for wms 8000 FAQ for dm 8100 FAQ for dcache 8200 FAQ for rgma 8300 FAQ for glue 8400 FAQ for ggus 8500 FAQ for omc 8600 FAQ for sod 8700 FAQ for deployment ARM-4 – Bologna, May 25, 2005 - 13

And …. ARM-4 – Bologna, May 25, 2005 - 14

Feedback ARM-4 – Bologna, May 25, 2005 - 15