1. User Support Workflow in EGEE
WLCG-OSG-EGEE Operations Workshop
12-14 June 2006
T. Antoni (FZK)

2. The EGEE Support Infrastructure
ROC C
RC A
ROC N
ROC B
VO Support C
RC A
VO Support B
RC A
VO Support A
RC B
RC B
RC B
RC C
RC C
RC C
ROC C
VO TPM C
ROC B
ROC N
VO TPM B
VO TPM A
CIC
Portal
GGUS
Central
System
GOoD
Deployment
support
Middleware
support
Deployment
support
Network Support
TPM
Middleware
support
Middleware
support
Network Support
Middleware
support
Other Grids
Other Grids
Other Grids
Middleware
support
Middleware
support
Middleware
support
Other Grids
Other Grids
Other Grids
T. Antoni, F.Donno WLCG Tier 2 Workshop June 2006

3. Problem reporting Users can make a support request via their Regional
Operations' Center (ROC) or their
Virtual Organisation (VO).
Within GGUS there is an internal support structure for
all support requests.
RC 1 …
RC X
ROC 1
Local Helpdesk
Central Application
(GGUS)
Problem
T. Antoni, F.Donno WLCG Tier 2 Workshop June 2006

4. Support Workflow Ticket submit at: E-mail to: www.ggus.org
or:
Automatic
Ticket Creation
Central Application
(GGUS)
VO Support
Units
Middleware
Support Units
Deployment
Operations
Support
ROC
Network
Other Grids
T. Antoni, F.Donno WLCG Tier 2 Workshop June 2006

5. Support Workflow Local Problem? Automatic Ticket Creation VO Support
Local Helpdesk
Local Problem?
Automatic
Ticket Creation RC
Central Application
(GGUS)
VO Support
Units
Middleware
Support Units
Deployment
Operations
Support
ROC
Network
Other Grids
T. Antoni, F.Donno WLCG Tier 2 Workshop June 2006

6. Regional Support Workflow
GGUS
ROC-Portal
RC1/Tier2-A
RC2
RC3/Tier2-B
RC4
RCn
T. Antoni, F.Donno WLCG Tier 2 Workshop June 2006

7. Support Workflow Services Support Units Software Support Units
TPM +
VO TPM
VO Support
Units
ROC
Support Units
Services Support Units
First Line Support
Middleware
Support Units
Deployment
Network
Support
Software Support Units
Other Grid
Infrastructures
External Support Units
T. Antoni, F.Donno WLCG Tier 2 Workshop June 2006

8. GOoDROC Basic Workflow
FZK, Karlsruhe, Germany
IN2P3-CC, Lyon, France
GGUS
Get(ticket)
Get_all()
CIC PORTAL
Central
Helpdesk
CIC Helpdesk
GGUS
Interface
GOoD
dashboard
SOAP
WSDL
- Create()
- Set(ticket)
SOAP
WSDL
Ticket follow-up
Problem detection & reporting
Ticket
Ticket
Operator on duty UK FR
GER IT …
Regional Support Units
T. Antoni, F.Donno WLCG Tier 2 Workshop June 2006