1. EGEE is a project funded by the European Union under contract IST-2003-508833 ROC-IT User Support in the EGEE infrastructure Riccardo Brunetti INFN-Torino ALICE Italy Torino Workshop January 15 th – 16 th 2009 www.eu-egee.org

2. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 2 EGEE User Support: interfaces Central GGUS Application CIC-on-duty Report Problem RC-N ROC helpdesk... Resource Centre -1 Interface RC-N ROC helpdesk... Resource Centre -1 RC-N ROC helpdesk... Resource Centre -1 Using the local Helpdesk Systems in conjunction with a central integration platform at GGUS VO Support units Middleware Support units Other Grids Support units Interface Use the web-view or e-mail

3. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 3 GGUS  ROC Basic Workflow Web Portal GGUS System Ticket assignment CIC-on- duty CIC Interface GGUS/ TPM ROC Helpdesk notification SUPP Unit CMT SUPP Unit X SUPP Unit Y ROC Interface XML Mail Web services Ticket solved

4. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 4 GGUS Central Helpdesk Portal Designed to be the top level system for user support in EGEE Acts as a bridge between  Users  VO Support units  Middleware support units  Operation support groups (CIC, security group ecc..)‏  ROCs internal support systems (site managers ecc..)‏

5. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 5 GGUS Central Helpdesk Portal

6. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 6 GGUS Central Helpdesk Portal

7. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 7 ROC_IT Helpdesk System Included in the main operations portal:  https://grid-it.cnaf.infn.it/checklist https://grid-it.cnaf.infn.it/checklist Users and supporters need to register on the portal.  Once registered, access to all the portal resources (helpdesk, wiki, FAQ, etc...)‏  A registered user can open a ticket and follow its evolution until the solution  Registered users can also be assigned to a helpdesk support unit (ex. Site supporters) in order to have more privileges to view or perform actions on tickets.  Other ROCs can be reached, through the GGUS interface, from the ROC_IT system.

8. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 8 ROC_Italy Support Units Groups UsersSupporter TeamsOperative Teams End-Users Site Managers VO applications VOMS, DGAS Central Management Release & Dist. Grid Services Grid sites VO applications Grid sites Grid Production Sites VO Applications End-Users Site Managers Ticketing System 2 people a day on shift 8.30-19.30 working hours 11x5 coverage GGUS doesn’t need to know about local ROC support internal structure

9. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 9 Operation/Helpdesk Portal

10. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 10 Tickets summary view Main actions on top Four pre-defined lists  Highest Priority Unassigned Tickets  New Tickets  Open Tickets Assigned to Me Why is important to take ownership of tickets  My Submitted Tickets  Customizable  Batch actions (redirect / modify bunch of tickets at once)‏  Page autorefresh

11. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 11 Ticket Summary view

12. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 12 Ticket Details View Details panel  Different information available for GGUS tickets Action panel  Single point to take actions on ticket Response panel  Where all the ticket history is displayed Activity log panel  Summary of the activities on this ticket

13. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 13 Ticket Details and Actions

14. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 14 Response Panel

15. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 15 GGUS Ticket Details

16. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 16 GGUS Ticket Actions

17. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 17 GGUS interface: how we implement it Two main tools used: GGUS System E-Mail Ticket Importer Soap Messages Once imported to the local helpdesk, tickets can be redirected to many different departments. As far as the ticket department is ≠ GGUS, no soap messages are sent IT-ROC Helpdesk SUPP Unit CMT SUPP Unit X SUPP Unit Y

18. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 18 Links https://grid-it.cnaf.infn.it/checklist ROC_IT Portal https://grid-it.cnaf.infn.it/checklist https://gus.fzk.de/pages/home.php GGUS Portal https://gus.fzk.de/pages/home.php

19. Alice Italy Torino Workshop January 15 th - 16 th 2009 - 19 Triggering the GGUS Opens a ticket The message sending to GGUS is considered as a sort of “ external notification” Log ticket internally Send a trigger Internal notification Send an Email External notification Send a SOAP message