1. EGEE-II INFSO-RI-031688 Enabling Grids for E-sciencE www.eu-egee.org Real Life Examples Tickets – Real life examples Mário David LIP - Lisbon

2. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Real Life Examples 2 How is “Real Life”? In this session it's up to you to tell us: “what would you do!” From the point of view of: –TPM. –“Middleware Support Units” (SU). –ROC Support Units. In this session will be shown several “Real Tickets” in GGUS. We will not talk about “CIC on Duty” or “Network Operations - ENOC” tickets. In the next slides you will see “Ticket Numbers”

3. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Real Life Examples 3 Simple assignment #12277 –CERN Production geographic location incorrect #12255 –lib problem in ce.grid.tuke.sk (how do you know sk belongs to? –Go to https://lcg-sft.cern.ch/sft/lastreport.cgi search for the "ce.grid.tuke.sk" and you get the site name and ROC. Probably there are other more "elegant" ways, but...https://lcg-sft.cern.ch/sft/lastreport.cgi –What would you do if it was atomas.itpa.lt or ce01.grid.etf.rtu.lv or kriit.eenet.ee. #12454 –SFT not being submited to some DECH site. –Direct assignment to the SAM/SFT team. #11883 –An error occurred when upgrading to a new release. –Direct assignment to Installation/Configuration team.

4. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Real Life Examples 4 The TPM has solved it!! #10470 –Problem removing a LFN from a local LFC when one of the replicas is not accessible. –Answer: use the lcg-uf (unregister file) command. #12016 –How to let my proxy last long time? –Answer: use a myproxy server. #10505 –Cannot use edg job submission commands with new certificate –Answer: You could not acess your old files just because you changed certificate

5. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Real Life Examples 5 The TPM has solved it!! #10097 –strange behaviour of myproxy –Answer: you should add the line: authorized_retrievers "/C=CH/O=CERN/OU=GRID/*" to the myproy.conf file These show good handling by the TPM on shift –These guys did not “bother” the MW support units... –We should aim at doing this type of work as far as possible.

6. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Real Life Examples 6 Getting more complicated!! #7338 –Wrong TIER at the site Accounting –This ticket was re-assign several times due to its complexity. #8879 –gLITE 3.0 commands causing UI to hang on systems with... –This ticket has a savanna bug associated with it. #12171 –Problem with Fireman and glite-io for biomed VO –This ticket was re-assign several times due to its complexity. #11483 –Problem with APEL data differing from the one in accounting database –Assigned to “Accounting and Policies” but also involving APEL developer.

7. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Real Life Examples 7 Getting more complicated!! #12400 –How does replication work in DPM? –first came to ROC SW but expert can't help so they re-assigned it to the DPM team. Tickets sometimes are complicated, the TPM does not have a clear view of whom to assign. Sometimes we go through a trial and error phase before the ticket gets to the right place.

8. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Real Life Examples 8 Wrong assignment / handling #9885 –lcg-cr does not work with DNS-round-robin while srmcp und globus-url-copy does. –This was assigned to the TPM in the first place, when the TPM couldn't help. It was re-assigned several times to different SU. #9480 –inconsistent parameter passing style (- vs --) –This was first assigned to the ROC, while it was clearly a request for enhancement of the MW. #8574 –job queues not created on glite CE? (condor has batch system) –First assigned to TPM, who could not help, then it was re-assigned several times to different SU.

9. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Real Life Examples 9 Wrong assignment / handling #10408 –LCG UI (edg-job-submit) misleading error message –First assigned to WMS AR Services? After to gLite WMS #11666 –Jobs in Ready status on glite-WMS: question for developers –First assigned to ROC, while the user explicitly says “question for developers”. Re-assigned to glite WMS These are examples we should try as much as possible to avoid: –This is wrong assignment and –Wrong handling

10. Enabling Grids for E-sciencE EGEE-II INFSO-RI-031688 Real Life Examples 10 “Waiting for reply” tickets! #8722 #9230 #9239 This is just some examples of tickets in the “Waiting for reply” state. How a ticket can be forgotten for months!!