1. Report from ESC / GGUS / TPM
Marco Verlato, INFN-Padova

2. EGEE Support Committee
Chaired by Flavia Donno/Torsten Antoni/Alistair Mills
(Kick off meeting of ESC at Karlsruhe - 27 January 2005)
Goal:
To ensure an effective, efficient, scalable Grid User Support Service.
It coordinates operations, follows/cures infrastructure problems, takes
users/supporters input.
Members:
people from the ROCs and GGUS-FZK,
representatives from VOs, NA3, NA4, other Grids (OSG and NorduGrid),
ESC meets monthly to discuss organization issues and problems.
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

3. Central Application (GGUS)
The EGEE Support Model
“Regional Support with Central Coordination"
Regional Support units
The ROCs and VOs and the other project wide groups such as the Core Infrastructure Center (CIC), middleware groups (JRA), network groups (NA), service groups (SA) are
connected via a central integration platform provided by GGUS.
Operations Support
ROC 1
ROC…
ROC 10
Deployment
Support
Central Application (GGUS)
TPM
Middleware
Support
VO Support
Network
Support
User Support units
Technical Support units
Interface
Webportal
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

4. ESC/GGUS Results in 2005
GGUS portal made more effective with updated documentation, search engines, broadcasting tools, useful links, latest news etc.
ROC and VO expert teams involved into 1st level user support, helped with hot line and VRVS chat room
Full interface of GGUS with ROC helpdesks and CIC operations portal
Lot of metrics established to measure the system performances
Service verification procedure
Training session for supporters organized (by GGUS team in Nov.’05 and Feb.’06, by INFN-Torino in Dec.’05), with material and video recording made available off-line
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

5. Problem reporting
Users can make a support request via their Regional
Operations' Center (ROC) or their
Virtual Organisation (VO).
ROC 1
RC 1
RC X …
Local Helpdesk
Central Application
(GGUS)
Within GGUS there is
an internal support
structure for
all support requests.
Problem
GGUS
TPM
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

6. Mail to <VO>-user-support@ggus.org
Support Workflow
For VO users and VO specific problems
Mail to
- 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
Other Grids
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

7. TPM teams
VO-TPM Atlas
Frederic Brochu - PH/UAT Simone Campana - IT/GD Alessandro De Salvo - PH/UAT Flavia Donno - PH/UCM
Guido Negri - Other
Silvia Resconi - PH/UAT
Oxana Smirnova - PH/UAT Luca Vaccarossa - Other
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

8. GGUS-Xoops/xhelp interface
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

9. GGUS-Xoops/xhelp interface
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

10. GGUS-Xoops/xhelp interface
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

11. Some statistics Feb.’06: #261 tickets
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

12. Time measurements
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

13. Open Issues
Small VOs do not have the resources to implement their part of the model. GGUS still provides support for the VO at generic Grid level.
Supporters are not dedicated to GGUS. Some times it is difficult to ensure
responsiveness.
Supporters are concentrated in a few locations. VO Support tends to exist in only a small number of locations, with a small number of supporters.
Scalability is constrained by the availability of supporters. As the VOs become larger this will become a constraint to growth unless more supporters are found.
Limited experience in handling a large number of tickets. At the moment GGUS has successfully handled 200 tickets per day.
Limited engagement of existing VOs in the implementation of GGUS. The present VOs have found it difficult to provide people for involvement with this work. However more and more people are getting aware of the existence and good service provided by GGUS.
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

14. ESC/GGUS Objectives 2006
All VO tickets should be passing through GGUS by the end of 2006 (sooner if possible, and especially for the LHC VOs).
Carry out at least one Service Verification on the service with each of the VOs.
Carry out at least one Service Verification on the service with each of the SUs.
Ensure that GGUS provides the necessary support for SA2 to get the ENOC to function.
Provide training for all supporters, including VOs, SUs, ROCs, TPMs.
Provide appropriate quarterly, monthly and weekly reporting.
Provide support for the development of the CIC integration with GGUS.
Provide appropriate documentation.
Provide support for the development of the ROC integration with GGUS.
Make enhancements to the portal as required.
Provide support for the integration of GGUS with other equivalent support systems e.g. that of OSG.
Provide the GGUS plan as required by EGEE-II in May 2006.
Provide a paper for CHEP on GGUS in February 2006.
Maintain an on-going work list within the GGUS portal so that people can see what is planned for GGUS.
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

15. GGUS  ROC_US interface
GGUSOSG-GOC helpdesk
mail interface prototype
Implemented last week
(Bob Quick, IU)
Phone conf. scheduled next Friday
to define the full workflow
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

16. GGUS-ROC interface improvements
Replace XML ticket mail exchange with web-services technology for GGUSROC communication
SOAP Server on top of the local helpdesk
ROC_SW developed it for OneOrZero
ROC_Italy developed it for Xoops/Xhelp
From test to production systems soon
Multiple attachements handling
Mail to submitter
Full ticket history
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

17. Conclusions The GGUS system is now ready for duty.
Many more support units have been added in preparation for the next LCG Service Challenge.
During 2006, it is expected that there will be a large number of tickets passing through the system as the LHC VOs move from preparing for service to being in production.
It is also expected that the number of Virtual Organisations will grow as the work of EGEE-II proceeds.
GGUS-ROC_Italy interface mantainance/upgrade team:
- Riccardo Brunetti
- Andrea Caltroni
- Federico Nebiolo
- Marco Verlato
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

18. The GGUS System
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

19. GGUSROC Basic Workflow
GGUS System
ROC-1 Helpdesk
ROC-1 Interface
SU-1
SU-2
Ticket assignment to ROC-1
Ticket solved
Ticket re-assigned
Web Portal
SU-N
TPM
Operations support
ROC-X Helpdesk
ROC-X Interface
SU-1
SU-2
SU-N
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

20. CIC Portal CIC PORTAL CIC-on-duty dashboard SOAP SOAP Operator on duty
FZK, Karlsruhe, Germany
IN2P3-CC, Lyon, France
GGUS
Get(ticket)
Get_all()
CIC PORTAL
Central
Helpdesk
CIC Helpdesk
GGUS
Interface
CIC-on-duty
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
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

21. GGUS-Xoops/xhelp interface
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006

22. The Specialized Support Units
Grid Deployment:
Generic Deployment
Manual Installation
Pre-Production System
VO Management
Grid Middleware and Services:
o Castor2 o GridICE o DGAS
o d-Cache o Information System o GPBOX
o DPM o LFC o gLite security
o Data Management o R-GMA o gLite WMS
o FTS o RLS o LB, JP, myproxy
o GLUE o Security Management o overlay, AR
o VOMS o Workload Management
Networking
DPM
Support
Castor
M. Verlato, EGEE-SA1 Italy Meeting, CNAF, 27 March 2006