1. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Welcome to the User Support for EGEE Task Force Meeting The agenda is as follows: Welcome Note & Presentation of the current GGUS Support system Basic Support Model Coffee brake Processes Lunch Break Interfaces Tools

2. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Presentation of the current Support System

3. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Our Vision: Build and maintain a centralized database of all Grid relevant methods and tools

4. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 The User Support Teams within LCG & EGGE Global Grid User Support (GGUS) Coordination and development: Forschungszentrum Karlsruhe / ASCC CERN Deployment Support (CDS) LHC experiments Other Communities non-LHC experiments Grid Operations Center (GOC/CIC) Resource Centers (RC) Experiment Specific User Support (ESUS) Regional Operations Center (ROC)

5. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Middleware & Interfaces GGUS Helpdesk Application (Remedy) Workflow engine Universal Database for GRID related problems Universal Database for GRID related problems Resources and Status VO DB Web-Interface for user interaction Reporting & Analysis Middleware & Interfaces Web-Interface & JAVA Client for support interaction User ESUS, CDS, GOC Central User DB Architecture

6. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Remedy Mid-Tier Application Remedy Client PHP Oracle/Remedy Interface Remedy API Interface Remedy Application read access via web-browser access via Remedy Client Oracle database Apache webserver Application model

7. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Application model SuSE Linux 9.0 Apache 1.3.x with mod_ssl PHP 4.x Oracle OCI 9.x MySQL 4.0.x Tomcat 4.1.x Remedy 5.1 Server & Middleware  will be 6.x Remedy 5.1 C/C++ API  will be 6.x

8. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Rule based Workflow Support Workflow ESUS GOC/CIC +Local operations CDS Application problem Operations problem Deployment problem GGUS User

9. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Live demonstration!

10. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Process model ESUS DS RC GUS Support Interaction Support request Red lines: Interface the GGUS support system and/or supply an interface to GGUS system ROC Probably Interaction Feedback & Solution User Problem

11. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Process model ESUS DS RC GUS Support Interaction Red lines: Interface the GGUS support system and/or supply an interface to GGUS system ROC Update Web Portal Info Create Ticket Solve Ticket

12. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Workflow SupportROC / DS / RCExperiment SupportGrid User creates Ticket Work on Ticket solution Ticket Work on Ticket Work on Ticket Solution Experiment specific Solution Check Ticket

13. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Workflow Ticket creation Problem Ticket creation Web- Portal Mail HelpDesk system GUS Mail Ticket creation GUS = local Grid User Support

14. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Workflow ESUS, DS, ROC Ticket assignment assignment assigned to ESUS, CDS, GOC GUS HelpDesk system Mail

15. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 ESUS, DS, ROC Ticket solved solution HelpDesk system GUS solution Mail Workflow

16. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Workflow User Ticket closed solution HelpDesk system GUS Ticket closed Mail

17. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Nice base, but how to adapt to EGEE?!

18. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 What the ROC Managers deceided: 6.05 User Support -------------------- Holger and Wolfgang led a discussion on the plans for user support on EGEE. There is a meeting scheduled for 4 August 2004 in Karlsruhe. A document has been circulated about user support. [see later - Ed]. This document has received only limited distribution and is not in EDMS for example. There was agreement that system which supports user calls should be centralised and in Karlsruhe, but that the calls should be handled in a distributed way with calls being dealt with as close to their origin as possible to allow for support in local languages for example. There was agreement that this system should be simple and scalable. It is the task of the support task to determine how this can be implemented in a timely and effective manner. Wolfgang said that he had ideas on how this could be done. There was talk about the cost of attending the meeting in Karlsruhe. Concerns were expressed about the cost of attendance by Central region. Aleksander said that he would try to resolve this to ensure that CE is represented at the meeting. [A pdf of the user support document has been added to the agenda page for the meeting - Ed].

19. Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft Wofgang Thöne, Institute For Scientific Computing – EGEE-Meeting August 2004 Things to do right now: Define Use Cases Define necessary Security How to integrate NA4 How to integrate CIC How to integrate Experiment support How to manage VOs