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Regional Support in the context of LCG/EGEE Helmut Dres on behalf of GGUS

Regional Support in the context of LCG/EGEE Helmut Dres on behalf of GGUS (helmut.dres@iwr.fzk.de). 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

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Regional Support in the context of LCG/EGEE Helmut Dres on behalf of GGUS

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  1. Regional Support in the context of LCG/EGEE Helmut Dres on behalf of GGUS (helmut.dres@iwr.fzk.de)

  2. 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) History

  3. 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) New support model with EGEE

  4. The support model in EGEE RC 1 … RC X RC 1 … RC X RC 1 … RC X Castor … ROC 1 ROC… ROC 11 VOMS Operations Support Deployment Support Central Application (GGUS) DATAMgmt TPM … Middleware Support Workload Mgmt VOSupport Network Support Interface Webportal ALICE BIOMED ESR …

  5. 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 Advantage of a central integration platform

  6. VO Support Units Middleware Support Units Deployment Support Units ROC Support Units Network Support Operations Support For VO users and VO specific problems Mail to<VO>-user-support@ggus.org - Solves - Classifies - Monitors Automatic Ticket Creation First line support TPM: Grid+VO experts Central Application (GGUS) VO-specific

  7. VO Support Units Middleware Support Units Deployment Support Units ROC Support Units Network Support Operations Support www.ggus.org TPM - Solves - Classifies - Monitors Central GGUS Application

  8. Names/Lists behind VO support (global) <vo>-user-support@ggus.org ATLAS Atlas.Mail@cern.ch Guido NegriDario Barberis automatically notification ALICEalice-lcg-task-force@cern.ch Patricia MendezFederico CarminatiLatchezar Betev automatically notification CMS Cms.Listadmin@cern.ch  automatically notification LHCb support@ggus.org >>> Lhcb.Secretariat@cern.chJoel Closier

  9. How to connect to GGUS RC 1 … RC X ROC 1 Local Helpdesk Central Application (GGUS) Problem www.ggus.org vo-user-support@ggus.org helpdesk@ggus.org

  10. Regional Support Regional Operations Center (ROC) ROC DECH DECH Support Portal:https://dech-support.fzk.de Regional User Support Application

  11. 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

  12. Names/Lists behind VO support (GridKa) <vo>-softadmin@iwr.fzk.de ATLAS DuckeckKennedyKoepke ALICEMalzacherSchwarz CMS KressDudaQuastRabbertz LHCb BlowSchmelling

  13. GGUS GGUS Classifies Monitors Solves Rotating ROC support (+ VO experts ?) Rotating ROC support VO-specific DECH-Support <VO>-DECH-experts @XXX.YY ? FhG CSCS GSI GridKA DESY To be discussed now!

  14. 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

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