1. Biomed user support Christophe Blanchet CNRS IBCP, Lyon, France
NA4 biomedical activity deputy

2. The BioMed VO at a glance (1/2)
26 Computing Elements (~2.000 CPUs)
28 Storage Elements (~21 TB disks)
in 12 countries
User Support, Bologna, 25 may 2005

3. The BioMed VO at a glance (2/2)
>50 users
7 countries
18 research labs
12 Applications
~ jobs launched since 04/2004
~10 CPU years
User Support, Bologna, 25 may 2005

4. Biomed Task Force Preparation of biomed demos for 1st EU review
Planning steps and milestones
Meeting and deviations tracking
Acquiring advanced knowledge on the EGEE pre- and production middlewares
Attending to SA1 courses on LCG2 and gLite
Practicing on pilot applications
Participating to testing effort
Providing application support to biomedical applications on EGEE
Training biomed developers (with NA3 help)
Helping on « xxx » Challenge: BioDataChallenge-1 in july 2005
French and Spanish ROCs are central for biomed applications
natural entry point for support and additional services request
Next event:
« gLite Hands-on » at IBCP (Lyon, France), 30 may 2005
User Support, Bologna, 25 may 2005

5. Biomed tickets workflow
We agree with the current support workflow:
First Line Support (FLS) and Support on Duty (SoD)
If the problem is recognized to be a biomed VO specific problem, then
The message has been sent to each biomed users (>50): « use GGUS to obtain support »
Today, most of the time the submitters are also the supporters !
Currently in « training » period
We can not assume 24/7 support
Our goals and duties are about « Biomedical applications », biomed engineers are biomedical experts, not middleware experts:
We can assume « true biomed applications » tickets
We are hopping to your expertise for middleware tickets related to biomed sites
Tickets management:
Christophe Pera is responsible for assigning biomed GGUS ticket (on 3rd level) to individual experts in the biomed technical team (see next slide).
Antonio Delgado-Peris and Patricia Méndez help us in solving tickets or identifying more experts if necessary
User Support, Bologna, 25 may 2005

6. Biomed support members
Johan Montagnat and Christophe Blanchet: catch-all
Expertise for solving biomed specific middleware ticket, (level 3), or re-assigning it to level 1 or 2 if necessary.
Yannick Legré: VO related issues, VOMS
Angel Merino: LCG2 (WMS in particular)
Vincent Lefort: LCG2 WMS and DMS, application
Ignacio Blanquer: gLite installation and usage, information system (MDS, R-GMA), CDSS application
Christophe Pera: gLite data/metadata
Adelyne Eynard: gLite (WMS in particular)
Antoine Llorens: gLite data management
Fabrice Bellet: MPI
Tristan Glatard: Workflows
Lydia Maigne: GEANT4/GATE application
User Support, Bologna, 25 may 2005

7. GGUS use by Biomed Asking for some supporter tools improvements:
Displaying ticket by VO
Showing in the list some important data:
Still displayed: ID, VO, date, info
Submitter
Current supporter
Status (and number of updates)
Sent are heavy (shall we need to received so much details)
Difficult to monitor tickets
Difference in sum (from GGUS today) :
All Vos: Open (83) + Closed (1610) =? All (1657)
Biomed: open (7) + solved (48) = all (55) (! 56 from « userr search in solved tickets » page
What’s the difference « solved » / « closed »
User Support, Bologna, 25 may 2005