UK NGI Operations John Gordon 15 th May 2012

Helpdesk Ticket Workflow NGI Core Services

Old Workflow IF ‘Notified Site’ THEN GGUS mails site on ticket creation and update, and assigns ticket to NGI (Status=‘Assigned’) NGI Helpdesk adds site supporters + Tier2 Staff (from GridPP web) to ticket and changes Status to ‘In Progress’ NGI Helpdesk reminds sites and supporters about tickets still in progress (timescale?) Sites mark tickets as ‘Solved’

Proposed New Workflow IF ‘Notified Site’ THEN GGUS mails site on ticket creation and update, and assigns ticket to NGI GOCDB field can now hold multiple addresses. UK sites will be updated in GOCDB to add relevant Tier2 people for each site WHEN site receives first , CHANGE STATUS to ‘In Progress’ NGI Helpdesk will remind if not changed after 1 working day. NGI Helpdesk will remind again as before

Consequences Sites now responsible for status of their tickets. Some tickets will be closed more quickly Possibly some will take longer EGI metric measures overall UK performance Tickets not notified to a site will be handled by Helpdesk. – If the ticket is to be assigned to a site, Notify Site will be used(?)

NGI Core Services GOCDB now supports Service Groups – Groups of service endpoints not necessarily at one site. – Services still exist at their home site in GOCDB – vsites or Virtual Sites Created NGI_UK_CORE_TEST vsite. Could add:- – top-BDII (T1+Imperial already monitored) – WMS (which one?) – LFC (central instances?) – VOMS services (GridPP VOMS?) – NGI SAM (presume this means nagios)

Should be no knock-on effects on home sites, No extra monitoring (it should just gather together the results of existing monitoring) No extra tickets. Any feedback about availability should come to me. I do not believe there are any tests for the CA or helpdesk. If there were they might be in scope too.