1. GGUS Partnership between FZK and ASCC
Rainer Kupsch & Wolfgang Thöne, FZK
and
Eric Yen & Min Tsai, ASCC
GDB Meeting, FZK
8 March 2004

2. Progress for the partnership between FZK and ASCC
1st meeting on 5 March, 2004
Easiest first and hardest identified
2 options for ASCC
Option 1: Whole Remedy administration at FZK
No cost and low administration for ASCC
Access for ASCC via Remedy Client or Web mid tier
New Server HW and additional Licenses needed for FZK
Good failover possible, with distributed server and clustered database
Option 2: Administration of Remedy Server, Mid Tier, and Oracle database at ASCC as well
New HW and Licenses (Remedy, Database) for ASCC
Harmonizing of Remedy and Oracle versions at both locations
Good failover
Identify the works to be done in next 4 weeks and will be followed up by VTC on a regular bases
Review Remedy trouble ticketing system (ASCC)
Survey solution for single global point of contact (phone, , portal)
Propose initial handover procedures
Specify those information needed to be shared among GOC, ESUS, CUS, and GGUS

3. Centralized Helpdesk
Build and maintain a centralized and universal database for LCG issues
Provide a centralized information source for further analysis
Offer possible extensions to the GGUS problem management tools to meet the needs of other support groups
Provide an experiment specific collection of problems and solutions with extended features like cross experiment search

4. Types of Problems Experiment specific problem GRID related
Not easily qualified by GGUS
GRID related
Account
Backup/Archive
Batch System
Certification
Connection to…
Environment
Environment
File Access
GRID Tools
Interactive Problem
Login Problem
Password
Programming
Other

5. Duties of GGUS
Be a contact for the GRID users for all kind of problems
Provide a web portal for:
Submitting problem reports
Status information that are of interest for a user
User FAQ
Current news
Coordination of user problem reports (tickets) between ESUS, GOC, local operations, and CUS
Develop a knowledge base for user problems
Build a collection of all problems which are experiment specific

6. Collaboration Concept
Define parts and portions that can be assigned within the team
Assignment based on skills and workload
No finger pointing, be responsible
Responsibility must also mean the right to do and to decide
Harmonized interfaces
Consider GDB recommendations

7. Responsibilities Core responsibilities Issues
Develop and maintain the ARS System
Maintain the workflows
Implement a knowledge base
Maintain the Portal
Web server platform
ARS Interface
Develop and maintain the user authorization and authentication
Build and maintain the FAQ, link collection and the documentation
Develop a global news collection or maintenance tool
Issues
SLA
the 3rd GGUS

8. Milestone ASCC Extend support time to 15hrs on working days
Incorporate feedback of ESUS representatives to do
Extend collaboration with GOC for status information and enhancing the GGUS portal, based on ESUS (and CUS) needs  meeting: 09 March
Prepare and discuss final concept for collaboration between ESUS and GGUS  February/March
Start implementing final concept  April/May
ASCC
Finalize handover procedures between two GGUS centers
Integrate tools and workflows in 1 month, expect to be operational till May
Collect requirements and understand expectations of Asia LHC experimental users in April/May (including Taiwan, China, Japan, etc.)
Extend support time to 15hrs on working days

9. Issues Collaboration among GGUS, GOC, ESUS, CUS
Partnership discussion between GGUS and GOC on 9 March
User info from each CA site may need to be accessible by GGUS
Data and application model between GGUS sites (Germany, Taiwan, US)
Scalable business and operational model

10. Prospect of GGUS
Build and maintain a knowledge base of all Grid relevant problems and solutions, to help users solve most of their problems on their own
Take advantage of Grid infrastructure for GGUS in the future
Information replication, failover, problem diagnosis information collection, etc.
Current Goal:
Build and maintain a centralized database of all Grid relevant methods and tools
Portal and KB are distributed but synchronized (mirrored) twice a day in the 3 GGUS sites
User can access the fastest available GGUS
Fail over guaranteed
Complete information will be collected for problem diagnosis
Both server side and client side logs are collected