1. CCA Forum Spring Meeting1 27 April 20061 I’m Having Problems Building the CCA Tools. Please Help! David E. Bernholdt Oak Ridge National Laboratory bernholdtde@ornl.gov

2. CCA Forum Spring Meeting227 April 2006 The CCA Tools A package that configures and builds a consistent set of tools providing the CCA environment –Also known as the sumo tarball Intended to work out of the box on most Linux platforms Includes: –Chasm –Babel –CCA specification (Babel bindings) –Ccaffeine framework –Ccaffeine GUI

3. CCA Forum Spring Meeting327 April 2006 Current Support Resources ToolMailing ListBug Tracker cca-tools-- Chasm--sourceforge.net Babelllnl.govcca-forum.org CCA Spec--cca-forum.org Ccaffeine frameworkcca-forum.org Ccaffeine GUIUse framework’s

4. CCA Forum Spring Meeting427 April 2006 The Problem Configuring and building the tools is a complex process If the process doesn’t go smoothly, where do you do got help? –Many of the individual tools have mailing lists, bug trackers, etc. –These are not well documented or advertised –Many users aren’t familiar enough or sophisticated enough to figure out which tool is giving them trouble Many users end up asking their first questions on the cca-forum list or asking individuals they know Such requests are always “somebody else’s problem” –A number of people will respond if they know the answer, but… –If it is not obvious, they leave it for someone else to respond Conclusion: It is too easy for user questions and problems to fall through the cracks

5. CCA Forum Spring Meeting527 April 2006 The No CCA User Left Behind Program: Requirements Establish expectations for support resources for individual tools –Every tool should have its own separate list & tracker Establish a common (any tool, any problem) “help desk” entry point that can be advertised to users –Is this just for cca-tools or more general? –Need both mailing list and issue tracker Well-defined relationship with support resources for individual tools A process to insure that help desk issues get a timely response People assigned to support the process

6. CCA Forum Spring Meeting627 April 2006 Implementation: The Simple Part Mailing lists –Need a naming convention -users? -dev? -help? Other? Issue trackers –Roundup is current preference Supports both web and email issue entry –Multiple trackers or merge into one with an additional “product” property? –Should all CCA tools be required to have an issue tracker on cca-forum? Add “help desk” tracker and mailing list –How to name them?

7. CCA Forum Spring Meeting727 April 2006 Implementation: The Hard Part Need to insure that issues are entered into the help desk, responded to in a timely fashion, and resolved Staffing –Are volunteers sufficient? Responsibilities –Entering initial issue report (i.e. from mailing list or personal communication) –Responding to issues Timeline –Initial response within 3 calendar days? –Final resolution within ? Resolution –Resolve and close –Transfer to Roundup for a specific CCA tool

8. CCA Forum Spring Meeting827 April 2006 Technical Details Can Roundup send email to help desk list when… –A new issue is entered? –When issues reach a certain age without being picked up by someone? Is it possible to export/import Roundup issues? Other questions/issues?