Welcome to the User Support for EGEE Task Force Meeting

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1 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 Presentation of the current Support System

3 Our Vision: Build and maintain a centralized database of all Grid relevant methods and tools

4 Support Teams within LCG & EGGE CERN Deployment Support (CDS) Grid Operations Center (GOC/CIC) Resource Centers (RC) Regional Operations Center (ROC) The User Global Grid User Support (GGUS) Coordination and development: Forschungszentrum Karlsruhe / ASCC Experiment Specific User Support (ESUS) LHC experiments non-lhc experiments Other Communities

5 Architecture User Resources and Status Central User DB VO DB Web-Interface for user interaction Middleware & Interfaces GGUS Helpdesk Application (Remedy) Reporting & Analysis Workflow engine Middleware & Interfaces Web-Interface & JAVA Client for support interaction Universal Database for for GRID GRID related related problems ESUS, CDS, GOC

6 Application model access via Remedy Client access via web-browser Apache webserver PHP Oracle/Remedy Interface Remedy API Interface Remedy Mid-Tier Application Remedy Client Remedy Application Oracle database read

7 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 Support Workflow User GGUS Rule based Workflow ESUS CDS GOC/CIC +Local operations Application problem Deployment problem Operations problem

9 Live demonstration!

10 User Problem Process model Support request Interaction GUS Support Support request Feedback & Solution Interaction Probably Interaction ESUS Red lines: Interface the GGUS support system and/or supply an interface to GGUS system DS ROC RC Interaction

11 Process model Update Web Portal Info Interaction GUS Support Interaction Create Solve Ticket ESUS Red lines: Interface the GGUS support system and/or supply an interface to GGUS system DS ROC RC Interaction

12 Workflow Grid User Support ROC / DS / RC Experiment Support creates Ticket solution Ticket Work Check on Ticket Solution Solution Work on Ticket Experiment specific Work on Ticket Solution

13 Workflow Ticket creation Web- Portal Mail Problem HelpDesk system Mail Ticket creation GUS GUS = local Grid User Support Mail Ticket creation

14 Workflow Ticket assignment ESUS, DS, ROC Mail assignment HelpDesk system GUS assigned to ESUS, CDS, GOC

15 Workflow Ticket solved ESUS, DS, ROC HelpDesk system Mail solution GUS solution

16 Workflow Ticket closed User Mail solution HelpDesk system GUS Ticket closed

17 Nice base, but how to adapt to EGEE?!

18 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 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

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