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GLOBAL GRID USER SUPPORT THE MODEL AND EXPERIENCE IN LCG/EGEE

GLOBAL GRID USER SUPPORT THE MODEL AND EXPERIENCE IN LCG/EGEE. Gilles Mathieu(1), Torsten Antoni(2), Flavia Donno(3), Helmut Dres(2), Alistair Mills(3), Philippa Strange(4) , David Spence(4), Min Tsai(5), Marco Verlato(6) (1) IN2P3/CNRS Computing Centre, Lyon – France

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GLOBAL GRID USER SUPPORT THE MODEL AND EXPERIENCE IN LCG/EGEE

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  1. GLOBAL GRID USER SUPPORTTHE MODEL AND EXPERIENCE IN LCG/EGEE Gilles Mathieu(1), Torsten Antoni(2), Flavia Donno(3), Helmut Dres(2), Alistair Mills(3), Philippa Strange(4) , David Spence(4), Min Tsai(5), Marco Verlato(6) (1) IN2P3/CNRS Computing Centre, Lyon – France (2) Forschungzentrum Karlsruhe, Karlsruhe – Germany (3) CERN, European Organization for Nuclear Research, Geneva – Switzerland (4) Rutherford Appleton Laboratory, CCLRC, Chilton – England (5) Academia Sinica, Tapei – Taiwan (6) Istituto Nazionale Fisica Nucleare (INFN), Padova - Italy

  2. Outline • Motivation • GGUS: history and general description/architecture • Services offered • GGUS supporters: first and second line support • Interface to the Regional Operations Centres (ROCs) • GGUS for Grid Operations: CIC-on-duty • Some performance number and statistics • Conclusions and future work G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  3. Motivation • A single access point for support • A portal with a well structured information and updated documentation • Knowledgeable experts • Correct, complete and responsive support • Tools to help resolve problems • search engines • monitoring applications • resources status • Examples, templates, specific distributions for software of interest • Interface with other Grid support systems • Connection with developers, deployment, operation teams • Assistance during production use of the grid infrastructure G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  4. Interface Webportal The Support Model “Regional Support with Central Coordination" Regional Support units The ROCs and VOs and the other project wide groups such as the Core Infrastructure Center (CIC), middleware groups (JRA), network groups (NA), service groups (SA) are connected via a central integration platform provided by GGUS. Operations Support ROC 1 ROC… ROC 10 Deployment Support Central Application (GGUS) TPM Middleware Support VOSupport Network Support User Support units Technical Support units G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  5. The GGUS System G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  6. GGUS Portal: user services Browseable tickets Search through solved tickets Useful links (Wiki FAQ) Broadcast tools Latest News GGUS Search Engine Updated documentation (Wiki FAQ) G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  7. GGUS Portal: Search engine GGUS Search Engine Ongoing work to make it faster and to search through a widerset of docs and DBs G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  8. GGUS Portal:… and more • Hot line with supporters available to answer to problems • VO specific supporting teams for middleware integration problems • Links to specific useful tools and middleware • Examples and templates • Links to dedicated Virtual Organization portals that gather resources and monitoring information, contact mailing lists, etc. • Modular system to accommodate further needs GGUS has shown to meet user needs G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  9. Second line support VO Support Units Middleware Support Units Deployment Support Units ROC Support Units Network Support Operations Support GGUS Supporters User First line support TPM Grid experts VO-TPM VO experts G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  10. Operations support • Purpose/role • Detect problems by monitoring the grid • Report them by creating and assigning GGUS tickets • Provide help and follow-up on problems • Operations Support teams : “CIC on duty” • Currently 6 teams (CERN, France, Italy, UK, Russia, Taiwan) • Weekly shift • CIC/GGUS interface • Based on Web services at GGUS side • “CIC-on-duty dashboard”: graphic user interface for operators, hosted at IN2P3 Computing Centre (Lyon, France) G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  11. CIC PORTAL SOAP - Create() - Set(ticket) Ticket follow-up Problem detection & reporting Operator on duty CICROC Basic Workflow FZK, Karlsruhe, Germany IN2P3-CC, Lyon, France GGUS • Get(ticket) • Get_all() GGUS Interface CIC-on-duty dashboard Central Helpdesk CIC Helpdesk SOAP WSDL WSDL Ticket Ticket UK … FR GER IT Regional Support Units G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  12. GGUSROC Basic Workflow GGUS System ROC-1 Helpdesk ROC-1 Interface SU-1 SU-2 Ticket solved Ticket assignment to ROC-1 Ticket re-assigned Web Portal SU-N TPM Operations support ROC-X Helpdesk ROC-X Interface SU-1 SU-2 SU-N G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  13. ROCs Interface: how it works • First Interface between ROC_Italy Helpdesk and GGUS • ready since November ’04 • in ‘production’ since March ‘05 • Based on Web Services at GGUS side, several advantages: • sample code available for PHP/Perl/Python and other computing languages • very fast: 600-1000 service requests/sec on the GGUS Servers • easy to adapt • Based on e-mail at local side (importing tool) • XML exchange format • Tickets fields mapping between the two systems http://infnforge.cnaf.infn.it/eticketimp/ G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  14. October October October Performance statistics September November 2005: 315 tickets A peak of 80 tickets per day has been reached. The system can handle up to 1400 tickets a week. G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

  15. Conclusions • The GGUS model of “Regional Support with Central Coordination" has shown to be a workable and scalable solution for User support, given the feedback received from the users. • The functionality and usability of the GGUS system has improved in the last months, thanks to the help of the ROCs and the experience acquired. • GGUS/CIC interface has made the system a central mechanism for Grid Operations and monitoring. • The existent interfaces with the ROCs are quite practical and make the system function as one. • The ticket traffic is increasing. We still do not know what a realistic figure would be for the number of ticket to be expected. However, the system can be dimensioned appropriately with more TPMs and support units. • A lot of metrics established to measure the performance of the system. • GGUS is working on a plan to offer resilience to system and network failures. • We need more specialized supporters and dedicated man power in order to guarantee good quality of service. • Training sessions for supporters are organized by the GGUS Teams and recording made available off-line. G. Mathieu et al., CHEP06 Mumbai 13-17 February 2006

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