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User, VO and Operations Support in EGEE

User, VO and Operations Support in EGEE. T. Antoni (Forschungszentrum Karlsruhe). User Support is:. User education Simple access to a broad range of information Day-to-day support for the users of grid data, compute, networking and VO specific services Application integration and support.

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User, VO and Operations Support in EGEE

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  1. User, VO and Operations Support in EGEE T. Antoni (Forschungszentrum Karlsruhe)

  2. User Support is: • User education • Simple access to a broad range of information • Day-to-day support for the users of grid data, compute, networking and VO specific services • Application integration and support T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  3. User Support in a Grid Environment • Distributed nature of the Grid : experts located everywhere, sometimes in specific centres; spread of resources and services; different policies and laws. • Variety of users : beginners, system administrators, operators, network specialists, Virtual Organization communities • Variety of applications : high energy physics, biomedical, earth observation, astrophysics, computational chemistry, etc. T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  4. Services expected by the User • A single access point for support • Correct, complete and responsive support • A portal with a well structured sources of information and updated documentation concerning the VO or the set of services involved • Tools to help resolve problems (search engines, monitoring applications, resources status, etc.) • Integrated interfaces with other Grid infrastructures’ support systems T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  5. EGEE Approach • Global Grid User Support (GGUS) is the EGEE support infrastructure for Grid users, deployment and operation problems • It offers a large variety of services to satisfy user needs at all levels • It does not substitute but integrate existing infrastructures and coordinates support efforts T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  6. A little History • GGUS starts in 2003 as a prototype support system in LHC • The plan was to cover 24x7 by 3 teams in different time zones • GGUS was conceived to be a Single Point Of Contact • Strictly hierarchical structure in LCG (tier model) • Transition to EGEE meant migration to a different operations model: The federative approach • 11 Regional Operation Centres instead of a Grid Operation Centre • Different approach was needed in user support also T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  7. The EGEE Support Infrastructure ROC C ROC B RC A ROC N VO Support C RC A VO Support B RC A VO Support A RC B RC B RC B RC C RC C RC C VO TPM C ROC C ROC B ROC N VO TPM B VO TPM A COD Portal GGUS Central System COD Deployment support Middleware support Deployment support Network Support TPM Middleware support Middleware support Network Support Middleware support Other Grids Other Grids Other Grids Middleware support Middleware support Middleware support Other Grids Other Grids Other Grids T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  8. Application Model T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  9. VO Support Units Middleware Support Units Deployment Support Units ROC Support Units Network Support Operations Support Support Workflow Central Application (GGUS) Other Grids T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  10. VO Support Units Middleware Support Units Deployment Support Units ROC Support Units Network Support Operations Support Support Workflow Local Helpdesk Local Problem? Automatic Ticket Creation RC Central Application (GGUS) Other Grids T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  11. GGUS Regional Support Workflow ROC-Portal RC3/Tier2-B RC4 RC1/Tier2-A RCn RC2 T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  12. Services Support Units VO Support Units ROC Support Units Middleware Support Units Deployment Support Units Other Grid Infrastructures Network Support Software Support Units External Support Units Support Workflow TPM + VO TPM First Line Support T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  13. Operator on duty • 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 : “COD” • Currently 6 teams (CERN, France, Italy, UK, Russia, Taiwan) • Weekly shift • CIC-Portal/GGUS interface • Based on Web services at GGUS side • “GOoD dashboard”: graphic user interface for operators, hosted at IN2P3 Computing Centre (Lyon, France) T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  14. CIC PORTAL SOAP - Create() - Set(ticket) Ticket follow-up Problem detection & reporting Operator on duty CODROC Basic Workflow FZK, Karlsruhe, Germany IN2P3-CC, Lyon, France GGUS • Get(ticket) • Get_all() GGUS Interface COD dashboard Central Helpdesk CIC Helpdesk SOAP WSDL WSDL Ticket Ticket UK … FR GER IT Regional Support Units T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  15. The Supporters • Ticket Processing Managers (TPM) : Generic grid experts as first line support • VO TPMs: First line support for VOs • Specialized Support: Middleware, DeploymentSpecialized VO Support • ROCs and RCs: Local support and services • ENOC:Network support T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  16. Meeting the Needs – Some Key Points • GGUS provides a single entry point for reporting problems and dealing with the grid. • GGUS offers a portal where users can find up-to-date documentation, and search engines to find answers to resolved problems and examples. • Common solutions are stored in the GGUS knowledge database and Wiki pages are compiled for frequent or undocumented problems/features. T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

  17. Meeting the Needs – Some Key Points • GGUS offers hot lines for users and supporters and a VRVS chat room for supporters to make the entire support infrastructure more efficient for users. • GGUS is interfacing other grids’ support infrastructures, e.g. OSG • GGUS is used for daily operations to monitor the grid and keep it healthy. • Specific user problems can be directly communicated to the Grid Operations and broadcasted to the entire grid community. T. Antoni GGF-18 11 September 2006 "Towards worldwide grid user support"

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