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Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
Regional Support
in the context of LCG/EGEE
Helmut Dres on behalf of GGUS
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
History
• Global Grid User Support – GGUS - starts building a prototype support system for LCG after decision of the GDB in 2003
• Plan of covering 24x7 by 3 teams in different time zones• GGUS as single point of contact• Strictly hierarchical structure in LCG (tier model)
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
New support model with EGEE
• Transition to EGEE means migration to a different model: federative approach - 11 ROCs instead of one GOC
• Different approach in user support needed also• Decision within EGEE end of 2004:
“GGUS application is the central integration platform for support requests”
• EGEE-recommendation: All VOs are supposed to provide first level support (it’s the only model that scales)
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
…
…
Central Application
(GGUS)
DeploymentSupport
RC 1 RC X
MiddlewareSupport
NetworkSupport
Operations Support
TPM
BIOMED ESR
Castor
VOMS
…
DATAMgmt
Workload Mgmt
…
ROC 1 ROC 11ROC…
RC 1 RC X…
VOSupport
ALICE
RC 1 RC X…
Interface
Webportal
The support model in EGEE
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
Advantage of a central integration platform
• Single point of information and documentation for users and supporters
• Central workflow and escalation management• Central ticket data management• Building a central knowledge base (medium-term) • Providing a single interface for all support groups• Central synchronization with ROC specific helpdesk
systems
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
Mail to <VO>-user-
Central Application(GGUS)
VO SupportUnits
Middleware Support Units
Deployment Support Units
Operations Support
ROC Support Units
Network Support
VO-specific
First line supportTPM:
Grid+VO experts
- Solves- Classifies- Monitors
AutomaticTicket Creation
For VO users and VO specific problemsFor VO users and VO specific problems
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
www.ggus.org
Central GGUS Application
VO SupportUnits
Middleware Support Units
Deployment Support Units
Operations Support
ROC Support Units
Network Support
- Solves- Classifies- Monitors
TPM
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
Names/Lists behind VO support (global)
[email protected] NegriDario Barberis automatically notification
[email protected] Patricia MendezFederico CarminatiLatchezar Betev automatically notification
[email protected] automatically notification
[email protected] >>>[email protected] Closier
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
Central Application
(GGUS)
ROC 1
RC 1 RC X…
Local Helpdesk
www.ggus.org
Pro
ble
m
How to connect to GGUS
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
RegionalOperations
Center (ROC)
Regional User Support
Application
Regional Support
ROC DECH
DECH Support Portal:
https://dech-support.fzk.de
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
Current status:
• Local Helpdesk for DECH-Region in place - connected to the EGEE/LCG Support Infrastructure
• Regional first line support - biweekly rotation between SCAI, DESY, GSI, FZK
• Training events for new supporters provided by GGUS
Planned:
• Create regional VO support units • Involve VOs in first line support to avoid misclassification• VO specific views in support-portals
DECH-Support
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
Names/Lists behind VO support (GridKa)
ATLASDuckeckKennedyKoepke
ALICEMalzacherSchwarz
CMSKressDudaQuastRabbertz
LHCbBlowSchmelling
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
DECH-Support
<VO>-DECH-experts
@XXX.YY ?FhG CSCSDESYGSI GridKA
VO-specific
Rotating ROC support
Classifies
Monitors
Solves
GGUS
Rotating ROC support
(+ VO experts ?)
To be discussed now!
GGUS
Forschungszentrum Karlsruhein der Helmholtz-Gemeinschaft
Helmut Dres, Forschungszentrum Karlsruhe, TAB Meeting, 2006-03-03
Discussion
• How can we establish/improve the regional VO-support?
• How can we obtain VO-members for first line support? - to avoid misclassification - to prevent the expert-lists from getting overwhelmed with “stupid” questions - to provide appropriate support
• What is the appropriate ticket management system to use?-use of the central application-use of a VO-specific application