User Support Workflow in EGEE

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Presentation transcript:

User Support Workflow in EGEE WLCG-OSG-EGEE Operations Workshop 12-14 June 2006 T. Antoni (FZK)

The EGEE Support Infrastructure ROC C RC A ROC N ROC B VO Support C RC A VO Support B RC A VO Support A RC B RC B RC B RC C RC C RC C ROC C VO TPM C ROC B ROC N VO TPM B VO TPM A CIC Portal GGUS Central System GOoD Deployment support Middleware support Deployment support Network Support TPM Middleware support Middleware support Network Support Middleware support Other Grids Other Grids Other Grids Middleware support Middleware support Middleware support Other Grids Other Grids Other Grids T. Antoni, F.Donno WLCG Tier 2 Workshop 12 -14 June 2006

Problem reporting Users can make a support request via their Regional Operations' Center (ROC) or their Virtual Organisation (VO). Within GGUS there is an internal support structure for all support requests. RC 1 … RC X ROC 1 Local Helpdesk Central Application (GGUS) Problem www.ggus.org vo-user-support@ggus.org helpdesk@ggus.org T. Antoni, F.Donno WLCG Tier 2 Workshop 12 -14 June 2006

Support Workflow Ticket submit at: E-mail to: www.ggus.org <vo>-support@ggus.org or: helpdesk@ggus.org Automatic Ticket Creation Central Application (GGUS) VO Support Units Middleware Support Units Deployment Operations Support ROC Network Other Grids T. Antoni, F.Donno WLCG Tier 2 Workshop 12 -14 June 2006

Support Workflow Local Problem? Automatic Ticket Creation VO Support Local Helpdesk Local Problem? Automatic Ticket Creation RC Central Application (GGUS) VO Support Units Middleware Support Units Deployment Operations Support ROC Network Other Grids T. Antoni, F.Donno WLCG Tier 2 Workshop 12 -14 June 2006

Regional Support Workflow GGUS ROC-Portal RC1/Tier2-A RC2 RC3/Tier2-B RC4 RCn T. Antoni, F.Donno WLCG Tier 2 Workshop 12 -14 June 2006

Support Workflow Services Support Units Software Support Units TPM + VO TPM VO Support Units ROC Support Units Services Support Units First Line Support Middleware Support Units Deployment Network Support Software Support Units Other Grid Infrastructures External Support Units T. Antoni, F.Donno WLCG Tier 2 Workshop 12 -14 June 2006

GOoDROC Basic Workflow FZK, Karlsruhe, Germany IN2P3-CC, Lyon, France GGUS Get(ticket) Get_all() CIC PORTAL Central Helpdesk CIC Helpdesk GGUS Interface GOoD dashboard SOAP WSDL - Create() - Set(ticket) SOAP WSDL Ticket follow-up Problem detection & reporting Ticket Ticket Operator on duty UK FR GER IT … Regional Support Units T. Antoni, F.Donno WLCG Tier 2 Workshop 12 -14 June 2006