1. Efficient Support John Kewley UK NGI Support Centre Manager STFC Daresbury Laboratory 30th March 2010GridPP 26 (University of Sussex)1

2. Support Centre Activities Helpdesks GGUS for UK NGI (actually still UKIROC) NGS Helpdesk (aka Grid Operations Support Centre) support@grid- support.ac.uk, about 1000 tickets per yearsupport@grid- support.ac.uk UKIROC Helpdesk (discontinue?) UK e-Science CA, associated RA network and software 2 nd largest e-Science CA 22,000 certificates issued 61 RAs with 112 RA Operators MyProxyUploader, GS-SSHTERM, new CertificateWizard, ?OnlineCA NGS Registration - individuals and VOs 400 active members 2 VOMS servers 30th March 2010GridPP 26 (University of Sussex)2

3. Other Inefficiencies GOCDB support When setting up a new site, information is often missing which results in extra chasing up by our GOCDB team. We are working on making this harder/impossible to do. Certificate issues In conjunction with our move to a new CA certificate in autumn we intend moving to an OnlineCA and will release a new CertificateWizard 30th March 2010GridPP 26 (University of Sussex)3

4. Home > Activities > Deployment & Operations Service assignees https://www.gridpp.ac.uk/deployment/support/index.htmlhttps://www.gridpp.ac.uk/deployment/support/index.html (see below) is used for us to select who to assign site issues to, but what about global services? The page could be augmented with service information too. 30th March 2010GridPP 26 (University of Sussex)4 ScotGrid UKI-SCOTGRID-DURHAM: oper.ip3@durham.ac.uk;oper.ip3@durham.ac.uk; g.stewart@physics.gla.ac.uk; m.mitchell@physics.gla.ac.ukg.stewart@physics.gla.ac.ukm.mitchell@physics.gla.ac.uk UKI-SCOTGRID-ECDF: lcg-support@nesc.ac.uklcg-support@nesc.ac.uk; g.stewart@physics.gla.ac.uk; m.mitchell@physics.gla.ac.ukg.stewart@physics.gla.ac.ukm.mitchell@physics.gla.ac.uk UKI-SCOTGRID-GLASGOW: uki-scotgrid-glasgow@physics.gla.ac.ukuki-scotgrid-glasgow@physics.gla.ac.uk; g.stewart@physics.gla.ac.uk; m.mitchell@physics.gla.ac.ukg.stewart@physics.gla.ac.ukm.mitchell@physics.gla.ac.uk

5. GGUS Assigning Inefficiencies Don't know who to assign to Most are obvious – occasionally not Don't know whether to self-assign Maybe we can all be clearer about this Who to ask, sometimes JC not around Need mail-list address for JC and at least some of the Ops team, but not all. Multi-tickets Are becoming more common (ROC->NGI is responsible for many); maybe better to send a global email and then raise tickets on those who don’t, or maybe there are other solutions. 30th March 2010GridPP 26 (University of Sussex)5

6. Discussion 30th March 2010GridPP 26 (University of Sussex)6