Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03 Regional Support in the context

Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft

Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03

Regional Support

in the context of LCG/EGEE

Helmut Dres on behalf of GGUS

([email protected])



History

• Global Grid User Support – GGUS - starts building a prototype support system for LCG after decision of the GDB in 2003

• Plan of covering 24x7 by 3 teams in different time zones• GGUS as single point of contact• Strictly hierarchical structure in LCG (tier model)



New support model with EGEE

• Transition to EGEE means migration to a different model: federative approach - 11 ROCs instead of one GOC

• Different approach in user support needed also• Decision within EGEE end of 2004:

“GGUS application is the central integration platform for support requests”

• EGEE-recommendation: All VOs are supposed to provide first level support (it’s the only model that scales)



…

…

Central Application

(GGUS)

DeploymentSupport

RC 1 RC X

MiddlewareSupport

NetworkSupport

Operations Support

TPM

BIOMED ESR

Castor

VOMS

…

DATAMgmt

Workload Mgmt

…

ROC 1 ROC 11ROC…

RC 1 RC X…

VOSupport

ALICE

RC 1 RC X…

Interface

Webportal

The support model in EGEE



Advantage of a central integration platform

• Single point of information and documentation for users and supporters

• Central workflow and escalation management• Central ticket data management• Building a central knowledge base (medium-term) • Providing a single interface for all support groups• Central synchronization with ROC specific helpdesk

systems



Mail to <VO>-user-

[email protected]

Central Application(GGUS)

VO SupportUnits

Middleware Support Units

Deployment Support Units

Operations Support

ROC Support Units

Network Support

VO-specific

First line supportTPM:

Grid+VO experts

- Solves- Classifies- Monitors

AutomaticTicket Creation

For VO users and VO specific problemsFor VO users and VO specific problems



www.ggus.org

Central GGUS Application

VO SupportUnits

Middleware Support Units

Deployment Support Units

Operations Support

ROC Support Units

Network Support

- Solves- Classifies- Monitors

TPM



Names/Lists behind VO support (global)

[email protected] NegriDario Barberis automatically notification

[email protected] Patricia MendezFederico CarminatiLatchezar Betev automatically notification

[email protected] automatically notification

[email protected] >>>[email protected] Closier

<vo>[email protected]



Central Application

(GGUS)

ROC 1

RC 1 RC X…

Local Helpdesk

www.ggus.org

[email protected]

[email protected]

Pro

ble

m

How to connect to GGUS



RegionalOperations

Center (ROC)

Regional User Support

Application

Regional Support

ROC DECH

DECH Support Portal:

https://dech-support.fzk.de



Current status:

• Local Helpdesk for DECH-Region in place - connected to the EGEE/LCG Support Infrastructure

• Regional first line support - biweekly rotation between SCAI, DESY, GSI, FZK

• Training events for new supporters provided by GGUS

Planned:

• Create regional VO support units • Involve VOs in first line support to avoid misclassification• VO specific views in support-portals

DECH-Support



Names/Lists behind VO support (GridKa)

ATLASDuckeckKennedyKoepke

ALICEMalzacherSchwarz

CMSKressDudaQuastRabbertz

LHCbBlowSchmelling

<vo>[email protected]



DECH-Support

<VO>-DECH-experts

@XXX.YY ?FhG CSCSDESYGSI GridKA

VO-specific

Rotating ROC support

Classifies

Monitors

Solves

GGUS

Rotating ROC support

(+ VO experts ?)

To be discussed now!

GGUS



Discussion

• How can we establish/improve the regional VO-support?

• How can we obtain VO-members for first line support? - to avoid misclassification - to prevent the expert-lists from getting overwhelmed with “stupid” questions - to provide appropriate support

• What is the appropriate ticket management system to use?-use of the central application-use of a VO-specific application

Documents

Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03 Regional Support in the context