1. INFN-Grid WS, Bari, 2004/10/15 Andrea Caltroni, INFN-Padova Marco Verlato, INFN-Padova Andrea Ferraro, INFN-CNAF Bologna EGEE User Support Report

2. INFN-Grid WS, Bari, 2004/10/25 Andrea Caltroni, INFN-Padova 2 EGEE Operations and Support (1/2) At this time, user support for EGEE begins at the Deployment Team at CERN. They support ROCs and sites not associated to existing ROCs. Problems during operations are handled through the LCG-ROLLOUT mailing list: http://www.listsrv.rl.ac.uk/archives/lcg-rollout.html To improve traceability and management users are now being directed to the Savannah project management tool at CERN: http://savannah.cern.ch These projects' bug tracker tool can be used for support: lcgoperation : for middleware problems lcg2sites : for site operations issues (use the task manager) lcg-orat1 : problems with the application server and Oracle DB (RLS)

3. INFN-Grid WS, Bari, 2004/10/25 Andrea Caltroni, INFN-Padova 3 EGEE Operations and Support (2/2) A different structure has been proposed and is based on a centralized EGEE support site (GGUS) which coordinates existing local support operations. The central site would be the GGUS (Global Grid User Support) at FZK Karlsruhe: http://gus.fzk.de GGUS was started in October 2003 to support LCG Germany and the GridKa German Grid. ASCC Taipei, Taiwan joined GGUS to extend support hours which currently range from 00:00 to 15:00 UTC from Monday to Friday. GGUS will become EGEE support central once all the procedures and contact people are settled and it can take over LCG’s role.

4. INFN-Grid WS, Bari, 2004/10/25 Andrea Caltroni, INFN-Padova 4 GGUS (Global Grid User Support) (1/2) GGUS support infrastructure is based on Remedy (a BMC product) and will soon offer a Web Services interface. GGUS objectives are to: Provide an interface among CERN DS, ROCs' local support system, application support (ESUS) and external sites Provide an entry point for problems and questions (trouble ticketing) Manage a documentation repository Monitor Grid resources Build an open and searchable knowledge base 24/7 operations time

5. INFN-Grid WS, Bari, 2004/10/25 Andrea Caltroni, INFN-Padova 5 GGUS (Global Grid User Support) (2/2) Global Grid User Support (GGUS) Forschungszentrum Karlsruhe / ASCC LCG CERN Deployment Support (CDS) LHC Experiments Other Communities Non-LHC Experiments EGEE Regional OperationsCenter (ROC) EGEE Resource Centers (RC) Experiment Specific User Support (ESUS) EGEE Resource Centers (RC) Local User Support

6. INFN-Grid WS, Bari, 2004/10/25 Andrea Caltroni, INFN-Padova 6 GGUS and Local Support (1/2) GGUS will provide local support for those ROCs and applications (VOs) which do not intend to put up their own support system. These organizations will also provide the names of support personnel or representatives to manage local problems. Some ROCs and applications have already established a user support infrastructure: Savannah is used at CERN OneOrZero in Italy and the SW Region of EGEE Request Tracker at CESNET FZK is in contact with some LHC VOs: Alice and CMS

7. INFN-Grid WS, Bari, 2004/10/25 Andrea Caltroni, INFN-Padova 7 GGUS and Local Support (2/2) The ROCs and applications with an already established user support will need to interface with GGUS for the exchange of: Tickets which cannot be solved on site Useful information which should be collected on a central repository (knowledge base) Communication with GGUS will happen through a protocol for the exchange of tickets. The idea is to keep the problems as close to their source as possible.

8. INFN-Grid WS, Bari, 2004/10/25 Andrea Caltroni, INFN-Padova 8 INFN Production Grid User Support The access point for user support at INFN is at the INFN Production Grid Website: http://grid-it.cnaf.infn.it There you can find pointers to: Documentation (prerequisites, middleware installation, upgrade, testing, using the Grid, current applications and VOs, etc.) A software repository Monitoring of current resources and services (GridICE) Tools for the CMT (Central Management Team), site managers and supporters (Calendar/downtime manager) Trouble ticketing system for problems, advisories and suggestions A knowledge base to complement the documentation

9. INFN-Grid WS, Bari, 2004/10/25 Andrea Caltroni, INFN-Padova 9 INFN Trouble Ticketing (1/2) The local trouble ticketing system is based on a customized version of OneOrZero. There are user groups, support groups and operative groups (CMT and Release and Documentation) Supporters are organized in groups and each group deals with a particular category of tickets Site managers can create tickets (advisories) to communicate with the operative groups A ticket can be reassigned by a supporter to another support group A change log (history) is available Tickets containing general use information will be saved into the knowledge base

10. INFN-Grid WS, Bari, 2004/10/25 Andrea Caltroni, INFN-Padova 10 INFN Trouble Ticketing (2/2) User and supporter groups: Groups UsersSupporter TeamsOperative Teams End-Users Site Managers VO applications VO services Central Management Release & Dist. Grid Services Grid sites VO services VO applications Grid sites Grid Sites VO Services VO Applications End-Users Site Managers

11. INFN-Grid WS, Bari, 2004/10/25 Andrea Caltroni, INFN-Padova 11 Email Ticket Exchange The pilot implementation of an exchange system between a local site and GGUS will be between INFN and GGUS. It should be in place early November 2004. End of presentation