1. www.egi.eu EGI-InSPIRE RI-261323 EGI-InSPIRE www.egi.eu EGI-InSPIRE RI-261323 Regional Helpdesk GRNET Example Gkamas Vasileios NGI_GRNET User Support Team vgkamas@cti.gr vgkamas@cti.gr user-support@hellasgrid.gr

2. www.egi.eu EGI-InSPIRE RI-261323 Outline Support Teams at NGI_GRNET NGI_GRNET regional helpdesk Integration with GGUS Other user support tools Goals and plans 20/09/2011 2EGI Technical Forum 2011

3. www.egi.eu EGI-InSPIRE RI-261323 Support Teams at NGI_GRNET HellasGrid User Support Team: provides consultancy services, meaning that guides novice users that want to join the HellasGrid/EGI infrastructure and personnel who can answer and deal with day-to-day issues that users face. HellasGrid Application Support Team: is a second level communication channel for users and is used for advanced support in porting application to the grid infrastructure. HellasGrid Regional Operator on Duty (ROD) Team: has the role of ticket process manager at our local helpdesk system for the tickets coming from GGUS. HellasGrid Nodes Operational Support Teams: are responsible for dealing with EGI tickets related to the operation and support of HellasGrid nodes. 20/09/2011 3EGI Technical Forum 2011

4. www.egi.eu EGI-InSPIRE RI-261323 NGI_GRNET regional helpdesk Best Practical Request Tracker –http://bestpractical.com/rt/http://bestpractical.com/rt/ It is used for gathering user’s requirements and tracking issues related to the operation of NGI_GRNET infrastructure. A number of queues have been created for every HellasGrid site and the other support teams of NGI_GRNET. 20/09/2011 4EGI Technical Forum 2011

5. www.egi.eu EGI-InSPIRE RI-261323 Integration with GGUS (I) NGI_GRNET regional helpdesk is fully integrated with GGUS since June 2010. Programming language/tools used: –Perl, SOAP. –Due to the low creation rate of tickets at NGI_GRNET helpdesk, was not used a specialized queuing system Three possible scenarios were implemented Documentation pages: –http://wiki.hellasgrid.gr/wiki/bin/view/HellasGrid/GOC/GG USAndHellasGridRTSystemsIntegrationhttp://wiki.hellasgrid.gr/wiki/bin/view/HellasGrid/GOC/GG USAndHellasGridRTSystemsIntegration –https://ggus.eu/pages/ggus- docs/interfaces/5110_Interface_NGI_GRNET.pdfhttps://ggus.eu/pages/ggus- docs/interfaces/5110_Interface_NGI_GRNET.pdf 20/09/2011 5EGI Technical Forum 2011

6. www.egi.eu EGI-InSPIRE RI-261323 Integration with GGUS (II) For the needs of the implementation the following queues were implemented at the NGI_GRNET regional helpdesk: –A queue with name NGI_GRNET. For every ticket assigned to the NGI_GRNET support unit at the GGUS, a new ticket is created at the NGI_GRNET queue. –A queue for every site under the scope of the NGI_GRNET. For every ticket assigned to a site under the scope of NGI_GRNET, a new ticket is created at the corresponding site’s queue at the NGI_GRNET regional helpdesk. –A queue with name GGUS. For every ticket assigned to the GGUS queue at the NGI_GRNET regional helpdesk, a new ticket is created at the GGUS which has initially un-assigned status. 20/09/2011 6EGI Technical Forum 2011

7. www.egi.eu EGI-InSPIRE RI-261323 Integration with GGUS (III) GGUS uses the web services provided by the NGI_GRNET ticketing system for data transfer from GGUS to NGI_GRNET ticketing system. Available operations are: –create_ticket for creating a new ticket in NGI_GRNET ticketing system –add_attachment for adding an attachment file to an existing ticket and –edit_ticket for updating an existing ticket in NGI_GRNET ticketing system. NGI_GRNET ticketing system uses the web services provided by GGUS for transferring data from the NGI_GRNET ticketing system to GGUS. Available operations are: –OpCreate for creating a new ticket in GGUS system –TicketModify for updating an existing ticket –TicketGet for reading values of an existing ticket and –AddAttachment for adding attachment files to an existing GGUS ticket. For using the web services provided by the NGI_GRNET ticketing system the IP address of the host using these web services was registered. 20/09/2011 7EGI Technical Forum 2011

8. www.egi.eu EGI-InSPIRE RI-261323 Integration with GGUS (IV) The NGI_GRNET helpdesk web services are called by perl scripts which are automatically executed every 5 minutes. These scripts check if a transaction (ticket creation or update) has occurred from the last time they were called, and in a case of a transaction the appropriate ticket is updated. Two tables have been created at the database of NGI_GRNET helpdesk –The first table stores the correspondence between the ID of a ticket at the GGUS and the ID of a ticket at the NGI_GRNET helpdesk –The second table stores the IDs of the transactions which concern the corresponding tickets between GGUS and NGI_GRNET helpdesk 20/09/2011 8EGI Technical Forum 2011

9. www.egi.eu EGI-InSPIRE RI-261323 Other user support tools AppDB: http://appdb.egi.eu/http://appdb.egi.eu/ –The official EGI Application Database, used for the registration of the applications ported to EGI infrastructure. Software Discovery Engine: http://sde.hellasgrid.gr/http://sde.hellasgrid.gr/ –This is a service, which the users can use in order to search for the type of software installed at the various sites with additional instructions available on how to use it. HellasGrid Wiki: http://wiki.hellasgrid.grhttp://wiki.hellasgrid.gr –A wiki has been implemented, which contains documentation pages and guides (in text and multimedia format) both for the users and administrators of the grid infrastructure. 20/09/2011 9EGI Technical Forum 2011

10. www.egi.eu EGI-InSPIRE RI-261323 Goals and plans Goals –Fully integration between GGUS and NGI_GRNET helpdesk system. –Solution of various problems occurred at the interface between GGUS and NGI_GRNET helpdesk system. Plans –Integration of GGUS ID tickets, at the tickets created at the NGI_GRNET helpdesk system. 20/09/2011 10EGI Technical Forum 2011