1. GGUS webportal – future plans
Current status
New features in the latest release,
Major features in the last releases
Future plans
Plans for the next release
Future plans after (todays?) discussion

2. New features in latest release, 2005-09-15
Labels in top navigation
Pointers to CIC-Portal (monitoring/news)
Improvement of user search in solved tickets

3. New features in latest release, 2005-09-15
Link to ESC internal docs egee-docs.web.cern.ch/egee-docs
Addition of many new documentation pages
Implementing a mechanism that guarantees linking to the current versions of documents

4. New features in latest release, 2005-09-15
Integration of ROC DE/CH ROC-US
Integration of VO Compchem
GGUS-support units (cutout)
Integrated VOs

5. Major features since last july
-Ticket Interface
- Dedicated - addresses for VO‘s
and - Problem submission via
- Automated conversion of s into tickets
Introduction of TPM as first line support

6. Major features since last july
The supporter interface has improved.
The ticket information and history is clearly structured now
it is possible to track down actions and know the supporter who has taken them
Escalation tickets are automatically issued in case the supporter or the user has not reacted to the ticket.
TPMs are always informed about every ticket and action so that they can intervene.
Enhanced ticket search, it is also possible to browse through tickets (open, solved, …) per support unit, keyword, Ticket ID, etc. .

7. Plans for future releases
Online help – guide the supporters via pop-up‘s Alert that reminds supporters to set status to solved after having filled out the solution field
Reconsider the handling of attachments, especially when tickets are submitted via implement new mail functionality which is capable to deal with (more than one) attachments
Creation of a „supporters submit ticket“ form with extended functionality Enable to assign ticket to more than one support unit

8. Plans for future releases
Ensure the avalability of the GGUS System with Remedy Server Groups option: two identical systems can access the same DB-tables at the same time + enables load balancing
FZK - Redundant Internet Connection
Redundant Oracle Cluster
Linux OS RedHat Enterprice-Server 3
Apache Webserver
Tomcat JSP Server
Tomcat connector
MySQL
Oracle Runtime
PHP
Remedy Server
Webpages
SSL
Linux fetchmail, qmail, procmail, Firewall
GGUS Application
PHP Mail-Tool
Java Runtime und SDK!
Redundant Oracle Cluster
Linux OS RedHat Enterprice-Server 3
Apache Webserver
Tomcat JSP Server
Tomcat connector
MySQL
Oracle Runtime
PHP
Remedy Server
Webpages
SSL
Linux fetchmail, qmail, procmail, Firewall
GGUS Application
PHP Mail-Tool
Java Runtime und SDK!
FZK - Redundant Oracle Cluster

9. Plans for future releases
Ensure the availability of GGUS-system with Remedy Server Groups: two identical systems at two locations within FZK-campus

10. GGUS future plans after discussion within ESC
Update type of problem menu
any suggestions?

11. GGUS future plans after discussion within ESC
Do we have to change anything about notification/escalation?

12. VO-Admins if vo-specific
notification
Who gets notification after which action?
on submit ticket
on modify ticket
on solve ticket
submitter
GGUS
TPM
RU (if assigned)
TPM
submitter
TPM
VO-Admins if vo-specific
GGUS
RU (if updated)
„assign to one person“
„assign to one person“
„involve others“
„involve others“

13. E-Mail escalation Who gets email notification after which action?
on doing nothing
depending on priority of ticket
less urgent - every 8 hours
urgent - every 4 hours
very urgent - every 3 hours
top priority - every 2 hours
Mo-Fr 6:00-18:00 UTC
considered to adapt it to the timezone of the according responsible units.
Responsible Unit

14. GGUS future plans after discussion within ESC
Implementation of VOs / supporters view on tickets
Possible solution 1: select tickets of last modifier
Possible solution 2: search through whole history if VOs / supporters name shows up
 very performance intensive
 probably too many results

15. GGUS future plans after discussion within ESC
Improvement of the existing mail-templates

16. GGUS future plans after discussion within ESC
Defining new end states
suggestion: one new status, called „not solvable“
supporter has to provide the reason why it is not solvable (at this time )
entry in solution-field

17. GGUS future plans after discussion within ESC
Work out a concept for metrics - how do we show that we have a working and usable support process
What do we have?
Ticketdatabase
Questionnaire
Ongoing discussions about service verification

18. GGUS future plans after discussion within ESC
Query the Ticket-DB
Create statistics, graphs,… - on a monthly basis for GGUS - on a weekly basis for CIC

19. GGUS future plans after discussion within ESC
Query the ticket-DB, create tables adapt existing module to GGUS parameters?

20. GGUS future plans after discussion within ESC
Analyse the GGUS feedback-form
On reveiving the solution-mail users are requested to fill out the GGUS evaluation form at

21. GGUS future plans after discussion within ESC
Analyse the GGUS feedback-form
Few willingness of users to fill out the form
Only 6 feedback since the beginning of this year