GGUS Partnership between FZK and ASCC Rainer Kupsch & Wolfgang Thöne, FZK and Eric Yen & Min Tsai, ASCC GDB Meeting, FZK 8 March 2004

Progress for the partnership between FZK and ASCC 1st meeting on 5 March, 2004 Easiest first and hardest identified 2 options for ASCC Option 1: Whole Remedy administration at FZK No cost and low administration for ASCC Access for ASCC via Remedy Client or Web mid tier New Server HW and additional Licenses needed for FZK Good failover possible, with distributed server and clustered database Option 2: Administration of Remedy Server, Mid Tier, and Oracle database at ASCC as well New HW and Licenses (Remedy, Database) for ASCC Harmonizing of Remedy and Oracle versions at both locations Good failover Identify the works to be done in next 4 weeks and will be followed up by VTC on a regular bases Review Remedy trouble ticketing system (ASCC) Survey solution for single global point of contact (phone, email, portal) Propose initial handover procedures Specify those information needed to be shared among GOC, ESUS, CUS, and GGUS

Centralized Helpdesk Build and maintain a centralized and universal database for LCG issues Provide a centralized information source for further analysis Offer possible extensions to the GGUS problem management tools to meet the needs of other support groups Provide an experiment specific collection of problems and solutions with extended features like cross experiment search

Types of Problems Experiment specific problem GRID related Not easily qualified by GGUS GRID related Account Backup/Archive Batch System Certification Connection to… Environment Environment File Access GRID Tools Interactive Problem Login Problem Password Programming Other

Duties of GGUS Be a contact for the GRID users for all kind of problems Provide a web portal for: Submitting problem reports Status information that are of interest for a user User FAQ Current news Coordination of user problem reports (tickets) between ESUS, GOC, local operations, and CUS Develop a knowledge base for user problems Build a collection of all problems which are experiment specific

Collaboration Concept Define parts and portions that can be assigned within the team Assignment based on skills and workload No finger pointing, be responsible Responsibility must also mean the right to do and to decide Harmonized interfaces Consider GDB recommendations

Responsibilities Core responsibilities Issues Develop and maintain the ARS System Maintain the workflows Implement a knowledge base Maintain the Portal Web server platform ARS Interface Develop and maintain the user authorization and authentication Build and maintain the FAQ, link collection and the documentation Develop a global news collection or maintenance tool Issues SLA the 3rd GGUS

Milestone ASCC Extend support time to 15hrs on working days Incorporate feedback of ESUS representatives to do Extend collaboration with GOC for status information and enhancing the GGUS portal, based on ESUS (and CUS) needs  meeting: 09 March Prepare and discuss final concept for collaboration between ESUS and GGUS  February/March Start implementing final concept  April/May ASCC Finalize handover procedures between two GGUS centers Integrate tools and workflows in 1 month, expect to be operational till May Collect requirements and understand expectations of Asia LHC experimental users in April/May (including Taiwan, China, Japan, etc.) Extend support time to 15hrs on working days

Issues Collaboration among GGUS, GOC, ESUS, CUS Partnership discussion between GGUS and GOC on 9 March User info from each CA site may need to be accessible by GGUS Data and application model between GGUS sites (Germany, Taiwan, US) Scalable business and operational model

Prospect of GGUS Build and maintain a knowledge base of all Grid relevant problems and solutions, to help users solve most of their problems on their own Take advantage of Grid infrastructure for GGUS in the future Information replication, failover, problem diagnosis information collection, etc. Current Goal: Build and maintain a centralized database of all Grid relevant methods and tools Portal and KB are distributed but synchronized (mirrored) twice a day in the 3 GGUS sites User can access the fastest available GGUS Fail over guaranteed Complete information will be collected for problem diagnosis Both server side and client side logs are collected