1. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 1 Il Sistema di Supporto INFNGrid & GGUS ( Global Grid User Support ) Alfredo Pagano INFN – CNAF on behalf of CMT and Italian ROC

2. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 2 Content of this talk Problem reporting Support workflow The TPM ( Ticket Processing Managers ) How to solve tickets CIC ( Core Infrastructure Centre ) on duty tickets WIKI pages INFNGrid ticketing system Live demostration

3. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 3 www.ggus.org -user-support@ggus.org helpdesk@ggus.org ROC 1 RC 1RC X… Local Helpdesk Problem Problem reporting Users can make a support request via their Regional Operations' Center (ROC) or their Virtual Organisation (VO). Central Application (GGUS) Within GGUS there is an internal support structure for all support requests. TPM GGUS GGUS

4. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 4 Mail to -user- support@ggus.org Central Application (GGUS) VO Support Units Middleware Support Units Deployment Support Units Operations Support ROC Support Units Network Support VO-specific TPM Grid+VO experts - Solves - Classifies - Monitors Automatic Ticket Creation Support Workflow For VO users and VO specific problems

5. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 5 Mail to helpdesk@ggus.org Central GGUS Application Automatic Ticket Creation VO Support Units Middleware Support Units Deployment Support Units Operations Support ROC Support Units Network Support - Solves - Classifies - Monitors TPM Support Workflow For general Grid problems: beginners, Operations, Deployment, etc.

6. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 6 www.ggus.org Central GGUS Application VO Support Units Middleware Support Units Deployment Support Units Operations Support ROC Support Units Network Support - Solves - Classifies - Monitors TPM Support Workflow

7. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 7 Local Helpdesk Central Application (GGUS) Automatic Ticket Creation VO Support Units Middleware Support Units Deployment Support Units Operations Support ROC Support Units Network Support - Solves - Classifies - Monitors TPM Local Helpdesk Local Problem? RC Support Workflow

8. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 8 The Ticket Processing Managers There are two kinds of Ticket Processing Managers: The Generic TPM: ● Generic Grid middleware experts (ROC_SE, ROC_CE, ROC_SW, ROC_Russia, ROC_CERN). ● Experience in Grid installation and configuration. ● First line support. ● Provide answers to tickets whenever possible. ● Assign the ticket to one of the second level support units or to a ROC. ● Follow all tickets and make sure they receive a timely and correct answer. ● Can contact support@ggus.org for help with procedures. ● Can contact themselves using the e-mailing list tpm-grid-support@cern.ch for help with problem solving. The VO TPM: ● People with experience in both generic Grid problems and VO specific software ● Receive VO specific tickets at the same time or after the generic TPM depending on VO ● They have the same duties as a generic TPM ● If a problem is really due to VO software they use the VO support structures to solve the problem TPMSupport VO Support

9. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 9 The Ticket Processing Managers TPMs are notified via e-mail about user tickets. TPMSupport VO Support Who gets email notification after which action? Status Notification Submitter GGUS TPM VO-Admins: if vo-specific Ticket modification Ticket solved New Ticket GGUS TPM RespUnit: if assigned or updated „assign to one person“ „involve others“ Submitter TPM „assign to one person“ „involve others“

10. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 10 The Ticket Processing Managers What are the duties and tasks ?  A TPM commits to process GGUS tickets during his/her shift in a week (possibly 8 hours commitment requested)  Close simple trouble tickets  Notify users about the status of their tickets  Check that other tickets are sent to the correct place for processing  React to alarms about tickets which have not been processed  Ensure that the knowledge base and Wiki pages are enhanced by the responses associated with tickets;  Rotate its operation among the participating ROCs in a timely, co-operative and informative way. TPMSupport VO Support

11. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 11 Solve simple tickets User reports problems using RLS catalogue. Although the problem was reported as VO specific, the TPM was able to provide a solution. In this case the problem is a generic Data Management problem. The user is not using the command in the correct form. The TPM on shift provides a solution and solves the ticket. If the user is not satisfied, he/she can reopen the ticket.

12. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 12 Information to solve tickets In order to solve tickets, you need to find information. Have a look to the Wiki page

13. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 13 Information to solve tickets LCG Middleware documentation and FAQ/Wiki links are available on the GGUS portal.

14. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 14 The GGUS Search engine GGUSSearchEngine Ongoing work to make it faster and to search through a wide set of docs and DBs Can be used by users and supporters. Here is an example!

15. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 15 CIC-on-Duty tickets The GGUS portal is also used by the Coordination Infrastructure Centre (CIC) for daily operations, to ensure the correct functionality of the services installed at sites.

16. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 16 The GGUS Supporters register You need to register in order to be able to use the GGUS portal (GSI or password based) Documentation available describing the duties of a supporter: docs 1300, 1200, 1100, 8600. Supporter ? Supporter ? If you think you have a good knowledge in Grid and have time to provide support, please contact your ROC or directly ESC at: project-eu-egee-sa1-esc@cern.ch To apply as a supporter: https://gus.fzk.de/admin/apply4staff.php TPMSupport VO Support Ticket Processing Managers (TPM) Ticket Processing Managers (TPM) : Generic grid experts VO TPMs VO TPMs: First line supporters for VOs Specialized Support Specialized Support: Middleware, Deployment, specialized VO Support ROCs ROCs: local support and services ENOC ENOC: network support

17. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 17 Useful links EGEE - SA1 - GGUS - CERN Training - February 2006 Main link http://egeedocs.web.cern.ch/egee%2Ddocs/support/training/february%5F2006/ Demostration (Real video) http://egeedocs.web.cern.ch/egee%2Ddocs/support/training/february%5F2006/a058 117s0t3.rm.ram

18. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 18 INFNGrid ticket system

19. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 19 ROCs Interface: how it works First Interface between ROC_Italy Helpdesk and GGUS ready since November ’04, in ‘production’ since March ‘05 Based on Web Services at GGUS side, several advantages: –sample code available for PHP/Perl/Python and other computing languages –very fast: 600-1000 service requests/sec on the GGUS Servers –easy to adapt Based on e-mail at local side (importing tool) XML exchange format

20. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 20 GGUS-Xoops/xhelp interface

21. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 21 GGUS-Xoops/xhelp interface

22. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 22 GGUS-Xoops/xhelp interface

23. www.ccr.infn.it http://grid.infn.it/ Scuola Grid - Martina Franca, Thursday 08 November 2007 - 23 Live demostration Just 15 minutes to explain how the system works (Network and service availability allowing…)