1. Brief overview on GridICE and Ticketing System
Giuseppe Misurelli
giuseppe.misurelli <at> cnaf.infn.it
LCG/gLite User Tutorial
Bologna, 02 March 2006

2. Goals Get an idea on how is important the Grid monitoring activity
Use of the GridICE monitoring tool to understand your Grid composition in terms of resources
Knowledge of the User and Virtual Organization support infrastructure adopted in EGEE
LCG/gLite User Tutorial Bologna, 03 March 2006

3. Monitoring a Grid Grid Monitoring sould provide:
The knowledge of the type, state and features of the resources constituting the Grid by means of:
Grid Resouces Inventory
Grid Resources Behavior
Grid Resources Availability
LCG/gLite User Tutorial Bologna, 03 March 2006

4. Grid Resources Inventory
Instantaneous picture of the Grid resources to have an idea on how they are shared among sites
Number of Computing Element (CE), Worker Nodes (WN) and Storage Element (SE)
Number of Jobs running and waiting in all the Grid, for a particular Virtual Organization (VO)
LCG/gLite User Tutorial Bologna, 03 March 2006

5. Grid Resources Behavior
Measuring a set of evolving data to investigate historical/statistical aspects of a Grid
Percentage of jobs aborted in a site for a particular VO in a certain period of time
Time duration of a fault situation for a particular grid service
LCG/gLite User Tutorial Bologna, 03 March 2006

6. Grid Resources Availability
Evaluating the accessibility of the Grid main services at Regional, Site and VO level for a grid usage improvement
Actual Grid services down (e.g. CE, WN, SE)
Actual Jobs load in a certain Site
Actual Min/Max Sloat Free where you can submit jobs
LCG/gLite User Tutorial Bologna, 03 March 2006

7. The GridICE tool Brief Introduction GridICE:
Is a distributed monitoring tool for grid systems
Integrates with local monitoring system
Fully integrated in the LCG-2 Middleware (Monitoring for free)
Offers a web interface for publishing monitoring data at the Grid level
LCG/gLite User Tutorial Bologna, 03 March 2006

8. Monitoring the GILDA Grid
GridICE server installed and configured to highlight the monitoring of the GILDA Grid for dissemination activities (
LCG/gLite User Tutorial Bologna, 03 March 2006

9. GridICE Utilization /1 General picture of your Grid
How many sites compose the Grid and where they are located
How many resources are available (e.g. CPU#, WN)
LCG/gLite User Tutorial Bologna, 03 March 2006

10. GridICE utilization /2
Resources available for a selected VO (e.g. gilda)
Computing Elements where users can submitt jobs
Storage Elements where users can store/retrieve data
LCG/gLite User Tutorial Bologna, 03 March 2006

11. User Support in EGEE Help request
LCG/gLite User Tutorial Bologna, 03 March 2006

12. EGEE Support Infrastructure
Wherever located and whatever the problem is, a user exepects from a support infrastructure a set of services:
Few access point for support
A portal with a well structured sources of information and documentation
Correct, complete and responsive support
Assistance during production use of the Grid
Integrated interface with local support systems
Users:
Site admin, VO application, VO manager
They are different but with a lot of overlap
LCG/gLite User Tutorial Bologna, 03 March 2006

13. The GGUS Solution
Global Grid User Support (GGUS) infrastructure attemps to meet most of the actual users’ support expectations:
It is able to process up to 200 requests per day
Regional support with a central coordination
Users can submit a support request to:
Central GGUS helpdesk
Regional Operation Center (ROC) helpdesk
LCG/gLite User Tutorial Bologna, 03 March 2006

14. Central GGUS Helpdesk
Acts as a portal for all users who don’t know where to send their requests
All the requests could be entered directly in the GGUS system via:
Ticketing System (Web Forms submission at
Contacting mailing lists
LCG/gLite User Tutorial Bologna, 03 March 2006

15. Support Workflow (steps)
Every request generates a ticket creation
First line problem analisys from:
ROC experts called generic Ticket Processing Managers (TPM)
VO experts called VO Ticket Processing Managers (TPM)
TPM experts provide a solution or escalate it to more specialized support unit (e.g. network, middleware)
Tickets are followed making sure that users receive an adequate answer:
Possibility to examine the evolving state
Notification of solved tickets (closed tickets)
LCG/gLite User Tutorial Bologna, 03 March 2006

16. Support Workflow (picture)
For VO users and VO specific problems
Help request
- Solves
- Classifies
- Monitors
Ticket Creation
TPM
Grid+VO
experts
VO-specific
Central Application
(GGUS)
VO Support
Units
Middleware
Support Units
Deployment
Operations
Support
ROC
Network
LCG/gLite User Tutorial Bologna, 03 March 2006

17. The Italian ROC helpdesk
Acts as a portal for all users who don’t know where to send their requests
Fast helpdesk for the Italian Grid related problems
Integrated interface with GGUS
Access allowed to registered members at
VO application users: create tickets describing problems or suggestions
Supporters: fix problem related to local Grid sites or redirect them to the central GGUS helpdesk
Site Admins: support for a given regional center or GGUS ticket
LCG/gLite User Tutorial Bologna, 03 March 2006

18. References GridICE EGGE Ticketing System Dissemination web site
GridICE server for LCG-Grid
GridICE server for INFNGrid
EGGE Ticketing System
GGUS web portal
www,ggus.org
Italian ROC web portal
LCG/gLite User Tutorial Bologna, 03 March 2006