Communications Deployment parallel session Jeremy Coles 14th September 2004

News Site news Some news contained in LCG-ROLLOUT discussions LCG/EGEE No well defined broadcast route – e.g. instruction to upgrade m/w Issues Lack of visibility about what is happening at site – upgrade, site problem (change management) Problems may generate many queries Options 1)Set up a new news area based on RSS (new entries are placed in categories that people can register to receive updates from) 2)Increase use of site pages on GOC (highlights problem of getting it used) Tier-1 is: considering some sort of Content Management System (CMS) - blogging software in many cases. Coupled to an RSS feed and some form of aglomeration so that different services can present different views into the CMS.

Problems/incidents Site problems Daily report via LCG-ROLLOUT mails and RSS feed Individual reports generally go via LCG-ROLLOUT or TB-SUPPORT Issues Problems/incidents are not logged (do all need to be!) Multiple reporting of the same problem (or common underlying cause) Options 1)New procedures to mail specified contacts or 2)Set up GOC problem notification page that logs problem and feeds to relevant contact 3)Move to regional monitoring responsibilities – ROC follows up on problems 4)Quality assurance review

User support Users mail LCG-ROLLOUT, TB-SUPPORT, GOSC or individuals Issues No tracking – so no way of escalating if not resolved (without further user effort) Too many people notified No searchable database of problems encountered by others (or ability to log for later analysis by developers etc.) Options 1)Move to centralised support model – e.g. use GOSC who process and forward to relevant categories (will take a while to train these people to be effective) 2)Quality assurance review

Deployment support Mail to LCG-ROLLOUT or TB-SUPPORT. Reference to FAQs Issues No tracking or logging – feedback to developers Nowhere for (public) discussions to resolve problems Lack of documentation and easy to find resources 4 FAQ lists (GridPP, London, Taiwan and CERN) Options 1)Set up a DTEAM web-log under the GridPP pages 2)Create a DTEAM problem/issues log 3)Improve website access to material (make it intuitive) 4)Develop a knowledge base? 5)Produce a best practice guide for system administrators