1. Operations Interfaces and Interactions
Rob Quick, Indiana University
July 21, 2005

2. Quick - OSG Operations Interfaces and Interactions
Agenda
Operations Model
Support Center Interactions
Interfaces and Tools for Support
The Story So Far…
Quick - OSG Operations Interfaces and Interactions

3. OSG Operations Model Logical View
Quick - OSG Operations Interfaces and Interactions

4. OSG Operations Model Physical View
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5. Quick - OSG Operations Interfaces and Interactions
Support Centers
An abstract term for all support organizations interacting with OSG Operations
If OSG Operations can route/assign a trouble ticket to it, it is a Support Center
Come in a variety of functions
Resource Provider SC
Virtual Organization SC
Middleware SC
Service Provider SC
Support Center SC (iGOC)
And sizes
US-CMS Tier1 + Tier2 facilities have single SC
Tier3 sites are (typically) their own SC or fall under Community Support
OSG Operations maintains mapping between Resource/VO/Service and associated Support Center
Specific functions of SC described in an Agreement with OSG Ops.
Doug Olsen
Quick - OSG Operations Interfaces and Interactions

6. Current Registered Support Centers
OSG Support Center (GOC)
USCMS Support Center
STAR Support Center
VDT Support Center
LIGO Support Center
Fermilab Support Center
GRASE Support Center
UC CI Support Center
PROD SLAC Support Center
UIowa Support Center
ATLAS Support Center
Community Support Center
Quick - OSG Operations Interfaces and Interactions

7. Registration Info for all SC
Organization name
Contact info for
Manager
Operations (who gets trouble ticket)
Security (incident response notification)
Community supported by this SC
Quick - OSG Operations Interfaces and Interactions

8. Quick - OSG Operations Interfaces and Interactions
OSG Support Center
Front Line Support
Trouble Ticketing
Security Incidence Response
Support Center Coordination and Coordination with Other Grids
Management of Community Support (Proposed)
Network Throughput Measurement (Proposed)
Quick - OSG Operations Interfaces and Interactions

9. The Community Support Center
How do we support issues that fall outside the SC model?
OSG Concierge
Proposed Infrastructure
Mailing List
Issue Tracking
Chat Room
Web Space
Quick - OSG Operations Interfaces and Interactions

10. Quick - OSG Operations Interfaces and Interactions
Agenda
Operations Model
Support Center Interactions
Interfaces and Tools for Support
The Story So Far…
Quick - OSG Operations Interfaces and Interactions

11. Quick - OSG Operations Interfaces and Interactions
Problem Routing
GOC runs Trouble Ticket System for OSG (Footprints).
All SC will have entries in TTS
Many SCs and SC representatives will have accounts directly in TTS
Operators will create tickets from to and
Tickets are assigned to appropriate SC at entry time or upon first review
Quick - OSG Operations Interfaces and Interactions

12. Quick - OSG Operations Interfaces and Interactions
Trouble Ticket System
Used by IU Global NOC & Grid3
Currently in use for OSG registration and installation issues
Quick - OSG Operations Interfaces and Interactions

13. Ticket Routing Example1 2 3 4 5 6 7 8 9 10 11 12
User in VO1 notices problem at RP3, notifies their SC (1).
SC-C opens ticket (2) and assigns to SC-F.
SC-F gets automatic notice (3) and contacts RP3 (4).
Admin at RP3 fixes and replies to SC-F (5).
SC-F notes resolution in ticket (6).
SC-C gets automatic notice of update to ticket (7).
SC-C notifies user of resolution (8).
User confirms resolution (9).
SC-C closes ticket (10).
SC-F gets automatic notice of closure (11).
SC-F notifies RP3 of closure (12).
OSG infrastructure
SC private infrastructure
D Olson
Quick - OSG Operations Interfaces and Interactions

14. Quick - OSG Operations Interfaces and Interactions
Agenda
Operations Model
Support Center Interactions
Interfaces and Tools for Support
The Story So Far…
Quick - OSG Operations Interfaces and Interactions

15. Quick - OSG Operations Interfaces and Interactions
Support Web Pages
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16. Quick - OSG Operations Interfaces and Interactions
GridCat
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17. Quick - OSG Operations Interfaces and Interactions
MonALISA
Utilization: Busy/ Free Nodes
Total Running / Idle Jobs
Running Jobs per VO
Leigh G
Quick - OSG Operations Interfaces and Interactions

18. Quick - OSG Operations Interfaces and Interactions
ACDC Dashboard
Quick - OSG Operations Interfaces and Interactions

19. Quick - OSG Operations Interfaces and Interactions
Agenda
Operations Model
Support Center Interactions
Interfaces and Tools for Support
The Story So Far…
Quick - OSG Operations Interfaces and Interactions

20. Quick - OSG Operations Interfaces and Interactions
What has been Done
11 Supports Centers Registered
Communication Infrastructure
Trouble Ticket System
Ticket Exchange Automation between OSG and USCMS Ticketing System has begun
Support Web Pages
Operations Phone Meeting (twice weekly)
Operations Monitoring Infrastructure
Identity Services (certificate verification)
Quick - OSG Operations Interfaces and Interactions

21. Quick - OSG Operations Interfaces and Interactions
What Needs to be Done
Continue Registering Support Centers
Refine Communication Infrastructure
Trouble Ticket Exchange
Continue To Develop Remedy - Footprints Automated Exchange
Automated Exchange with Other Support Centers and Ticketing Systems
Knowledge Base
Operations Reporting to Community
Quick - OSG Operations Interfaces and Interactions

22. Quick - OSG Operations Interfaces and Interactions
Thank You
Quick - OSG Operations Interfaces and Interactions