GGUS webportal – future plans Current status New features in the latest release, 2005-09-15 Major features in the last releases Future plans Plans for the next release Future plans after (todays?) discussion

New features in latest release, 2005-09-15 Labels in top navigation Pointers to CIC-Portal (monitoring/news) Improvement of user search in solved tickets

New features in latest release, 2005-09-15 Link to ESC internal docs egee-docs.web.cern.ch/egee-docs Addition of many new documentation pages Implementing a mechanism that guarantees linking to the current versions of documents

New features in latest release, 2005-09-15 Integration of ROC DE/CH ROC-US Integration of VO Compchem GGUS-support units (cutout) Integrated VOs

Major features since last july Email-Ticket Interface - Dedicated email- addresses for VO‘s <vo>-user-support@ggus.org and helpdesk@ggus.org - Problem submission via email - Automated conversion of emails into tickets Introduction of TPM as first line support

Major features since last july The supporter interface has improved. The ticket information and history is clearly structured now it is possible to track down actions and know the supporter who has taken them Escalation tickets are automatically issued in case the supporter or the user has not reacted to the ticket. TPMs are always informed about every ticket and action so that they can intervene. Enhanced ticket search, it is also possible to browse through tickets (open, solved, …) per support unit, keyword, Ticket ID, etc. .

Plans for future releases Online help – guide the supporters via pop-up‘s Alert that reminds supporters to set status to solved after having filled out the solution field Reconsider the handling of attachments, especially when tickets are submitted via email: implement new mail functionality which is capable to deal with (more than one) attachments Creation of a „supporters submit ticket“ form with extended functionality Enable to assign ticket to more than one support unit

Plans for future releases Ensure the avalability of the GGUS System with Remedy Server Groups option: two identical systems can access the same DB-tables at the same time + enables load balancing FZK - Redundant Internet Connection Redundant Oracle Cluster Linux OS RedHat Enterprice-Server 3 Apache Webserver Tomcat JSP Server Tomcat connector MySQL Oracle Runtime PHP Remedy Server Webpages SSL Linux fetchmail, qmail, procmail, Firewall GGUS Application PHP Mail-Tool Java Runtime und SDK! Redundant Oracle Cluster Linux OS RedHat Enterprice-Server 3 Apache Webserver Tomcat JSP Server Tomcat connector MySQL Oracle Runtime PHP Remedy Server Webpages SSL Linux fetchmail, qmail, procmail, Firewall GGUS Application PHP Mail-Tool Java Runtime und SDK! FZK - Redundant Oracle Cluster

Plans for future releases Ensure the availability of GGUS-system with Remedy Server Groups: two identical systems at two locations within FZK-campus

GGUS future plans after discussion within ESC Update type of problem menu any suggestions?

GGUS future plans after discussion within ESC Do we have to change anything about email notification/escalation?

VO-Admins if vo-specific E-Mail notification Who gets email notification after which action? on submit ticket on modify ticket on solve ticket submitter GGUS TPM RU (if assigned) TPM submitter TPM VO-Admins if vo-specific GGUS RU (if updated) „assign to one person“ „assign to one person“ „involve others“ „involve others“

E-Mail escalation Who gets email notification after which action? on doing nothing depending on priority of ticket less urgent - every 8 hours urgent - every 4 hours very urgent - every 3 hours top priority - every 2 hours Mo-Fr 6:00-18:00 UTC considered to adapt it to the timezone of the according responsible units. Responsible Unit

GGUS future plans after discussion within ESC Implementation of VOs / supporters view on tickets Possible solution 1: select tickets of last modifier Possible solution 2: search through whole history if VOs / supporters name shows up  very performance intensive  probably too many results

GGUS future plans after discussion within ESC Improvement of the existing mail-templates

GGUS future plans after discussion within ESC Defining new end states suggestion: one new status, called „not solvable“ supporter has to provide the reason why it is not solvable (at this time ) entry in solution-field

GGUS future plans after discussion within ESC Work out a concept for metrics - how do we show that we have a working and usable support process What do we have? Ticketdatabase Questionnaire Ongoing discussions about service verification

GGUS future plans after discussion within ESC Query the Ticket-DB Create statistics, graphs,… - on a monthly basis for GGUS - on a weekly basis for CIC

GGUS future plans after discussion within ESC Query the ticket-DB, create tables adapt existing module to GGUS parameters?

GGUS future plans after discussion within ESC Analyse the GGUS feedback-form On reveiving the solution-mail users are requested to fill out the GGUS evaluation form at https://gus.fzk.de/pages/feedback.php.

GGUS future plans after discussion within ESC Analyse the GGUS feedback-form Few willingness of users to fill out the form Only 6 feedback since the beginning of this year