1. Il Sistema di Supporto INFNGrid & GGUS (Global Grid User Support )
Giacinto Donvito
INFN – BARI
on behalf of CMT and Italian ROC
Scuola Grid - Martina Franca, Thursday 22 November

2. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 2
Content of this talk
Problem reporting
Support workflow
The TPM (Ticket Processing Managers)
CIC (Core Infrastructure Centre) on duty tickets
WIKI pages
INFNGrid ticketing system
Live demostration
Scuola Grid - Martina Franca, Thursday 22 November

3. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 3
Problem reporting
Users can make a support request via their Regional
Operations' Center (ROC) or their Virtual Organisation (VO).
RC 1 …
RC X
Within GGUS there is
an internal support
structure for
all support requests.
ROC 1
Local Helpdesk
Central Application
(GGUS)
Problem
GGUS
TPM
Scuola Grid - Martina Franca, Thursday 22 November

4. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 4
Support Workflow
Mail to
For VO users and VO specific problems
- Solves
- Classifies
- Monitors
Automatic
Ticket Creation
TPM
Grid+VO
experts
VO-specific
Central Application
(GGUS)
VO Support
Units
Middleware
Support Units
Deployment
Operations
Support
ROC
Network
Scuola Grid - Martina Franca, Thursday 22 November

5. Support Workflow For general Grid problems: beginners,
Operations, Deployment, etc.
Mail to
Automatic
Ticket Creation
TPM
- Solves
- Classifies
- Monitors
Central GGUS Application
VO Support
Units
Middleware
Support Units
Deployment
Operations
Support
ROC
Network
Scuola Grid - Martina Franca, Thursday 22 November

6. Support Workflow www.ggus.org - Solves - Classifies - Monitors
TPM
- Solves
- Classifies
- Monitors
Central GGUS Application
VO Support
Units
Middleware
Support Units
Deployment
Operations
Support
ROC
Network
Scuola Grid - Martina Franca, Thursday 22 November

7. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 7
Support Workflow
Local Helpdesk
Local Helpdesk
Local Problem?
Automatic
Ticket Creation
TPM
- Solves
- Classifies
- Monitors RC
Central Application
(GGUS)
VO Support
Units
Middleware
Support Units
Deployment
Operations
Support
ROC
Network
Scuola Grid - Martina Franca, Thursday 22 November

8. The Ticket Processing Managers
TPM
Support VO
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 for help with procedures.
Can contact themselves using the ing list 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
Scuola Grid - Martina Franca, Thursday 22 November

9. The Ticket Processing Managers
TPM
Support VO
TPMs are notified via about user tickets.
Who gets notification after which action?
Status
Notification
New Ticket
Submitter
GGUS
TPM
VO-Admins: if vo-specific
Ticket modification
GGUS
TPM
RespUnit: if assigned or updated
„assign to one person“
„involve others“
Ticket solved
Submitter
TPM
„assign to one person“
„involve others“
Scuola Grid - Martina Franca, Thursday 22 November

10. The Ticket Processing Managers
TPM
Support VO
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.
Scuola Grid - Martina Franca, Thursday 22 November

11. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 11
The GGUS Search engine
Can be used by users and supporters. Here is an example!
GGUS
Search
Engine
Ongoing
work to
make it faster
and to search
through a
wide set
of docs
and DBs
Scuola Grid - Martina Franca, Thursday 22 November

12. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 12
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.
Scuola Grid - Martina Franca, Thursday 22 November

13. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 13
The GGUS Supporters
Ticket Processing Managers (TPM) :
Generic grid experts
VO TPMs:
First line supporters for VOs
Specialized Support:
Middleware, Deployment,
specialized VO Support
ROCs:
local support and services
ENOC:
network support
TPM
Support VO
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 ? If you think you have a good knowledge in Grid and have time to provide support,
please contact your ROC or directly ESC at:
To apply as a supporter:
Scuola Grid - Martina Franca, Thursday 22 November

14. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 14
INFNGrid ticket system:
Scuola Grid - Martina Franca, Thursday 22 November

15. GGUS-Xoops/xhelp interface
Scuola Grid - Martina Franca, Thursday 22 November

16. GGUS-Xoops/xhelp interface
Scuola Grid - Martina Franca, Thursday 22 November

17. Scuola Grid - Martina Franca, Thursday 22 November 2007 - 17
Live demostration
Just 15 minutes to explain how the system works (Network and service availability allowing…)
Scuola Grid - Martina Franca, Thursday 22 November