1. EGEE is a project funded by the European Union under contract IST-2003-508833 Support in EGEE Ron Trompert SARA NEROC Meeting, 28 October 2004 www.eu-egee.org

2. Amsterdam, October 28, 2004 - 2 Introduction ROC activities with respect to support, an excerpt from the proposal  Operate call centres to deal with technical queries from local users and Resource Centres, filtering out and resolving purely local problems not associated with the Grid infrastructure  Refer unresolved operational problems to the layer II CICs  Refer unresolved middleware problems to the middleware activity  Refer application-specific problems to the appropriate user community or VO, involving user and applications support activities  Operate a distributed query and problem tracking database system to keep a single EGEE-wide log of all reported problems

3. Amsterdam, October 28, 2004 - 3 Introduction User Support Task Force  Representatives from all ROCs  Support model Centralised Distributed Something in between 24x7?  Support processes  Support interfaces

4. Amsterdam, October 28, 2004 - 4 Support Groups ROC Support  Includes the support for the RCs  Includes user support Deployment Support VO specific support  Needs to be defined on a per VO base

5. Amsterdam, October 28, 2004 - 5 Support model Centralised model  Pro EGEE-wide log of submitted problems is easy Generate knowledge base is easy Need to define interfaces to VO specific and deployment support groups only once Easy to provide feedback to quality assurance group  Con Doesn’t scale This is not what we have put in the proposal Local users like to contact local support people with their problems, this is not possible here

6. Amsterdam, October 28, 2004 - 6 Support model Distributed model  Pro Scales In agreement with the proposal Local users can contact local support people  Con EGEE-wide log of submitted problems is difficult Generate knowledge base is difficult Every ROC needs to interface with VO-specific and deployment support groups Provide feedback to quality assurance group is not easy

7. Amsterdam, October 28, 2004 - 7 Support Concept The User Central GGUS Application Deployment Support (DS) Resource Centers (RC) VO Specific User Support Regional Operations Center (ROC) Can use the system directly via Webview Use the Webview Local User Support Application Interface Report Problem Resource Centers (RC) Resource Centers (RC)

8. Amsterdam, October 28, 2004 - 8 GGUS http://www.ggus.org

9. Amsterdam, October 28, 2004 - 9 Support Concept Each ROC needs to name one person for implementing the user support and one for running the user support. Within each ROC the ROC user support can (should) define additional expert support groups based on the knowledge of the support groups. If a problem could not be solved within a ROC the problem can be sent to the GGUS team who will take care of the problem and try to assign it to an appropriate expert team or group.

10. Amsterdam, October 28, 2004 - 10 Support Concept All ROCs provide support  To local users, with local trouble ticketing applications and other tools  To local VOs  if the VO is only local  To RCs All ROCs  Interface to a central ticketing application to have a central problem database  may be assigned problem reports from GGUS

11. Amsterdam, October 28, 2004 - 11 Support Concept FZK / GGUS  Provides the central ticketing application incl. a web services interface  Will provide a portal for all users to submit service requests, show news and build a FAQ and a link collection  Will provide a central knowledge base  Will be “Last resort”  If no one feels responsible GGUS will try to help  Will provide a web based trouble ticketing system to all ROC not having a trouble ticketing system or just want to use the GGUS system (e.g. deployment support) VOs  Structure needs to be known  Support interfaces need to be defined  One important OPEN thing to go for

12. Amsterdam, October 28, 2004 - 12 Support Concept Proposed Support Infrastructure  Pro Scales In agreement with the proposal Local users can contact local support people EGEE-wide log of submitted problems is easy Generate knowledge base is easy Every ROC only needs to interface with the central application Provide feedback to quality assurance group is easy  Con Long communication lines user->NEROC->GGUS->SEROC->RC

13. Amsterdam, October 28, 2004 - 13 How about 24x7? Another GGUS application is running in Taiwan GridKA is trying to find a partner in North America to get at least 24x5 support.

14. Amsterdam, October 28, 2004 - 14 Support: Outlook Implementation of a first trouble ticket system interface between Italy and GGUS ready by the end of November Discussion with the LHC VOs will start (FZK is in touch with Alice and CMS) GGUS will launch a new trouble ticketing system soon, including web services interface

15. Amsterdam, October 28, 2004 - 15 NEROC Support How are we going to organise our local user and RC support?  We are a distributed ROC, even distributed in Amsterdam (SARA/NIKHEF).  Are we going to implement a single user support application accessible by everyone of us or not?  What application are we going to use, RT, Remedy …?