User Support Workflow in EGEE

1
User Support Workflow in EGEE
WLCG-OSG-EGEE Operations Workshop 12-14 June 2006

• T. Antoni (FZK)

2
The EGEE Support Infrastructure

• ROC C

• ROC B

• RC A

• ROC N

VO Support C

• RC A

VO Support B

• RC A

VO Support A

• RC B

• RC B

• RC B

• RC C

• RC C

• RC C

VO TPM C

• ROC C

• ROC B

• ROC N

VO TPM B
VO TPM A
CIC Portal
GGUS Central System
GOoD
Deployment support
Middleware support
Deployment support
Network Support
TPM
Middleware support
Middleware support
Network Support
Middleware support
Other Grids
Other Grids
Other Grids
Middleware support
Middleware support
Middleware support
Other Grids
Other Grids
Other Grids
3
Problem reporting
Users can make a support request via their
Regional Operations' Center (ROC) or their
Virtual Organisation (VO). Within GGUS there is
an internal support structure for all support
requests.
RC 1
RC X

ROC 1
Local Helpdesk
Central Application (GGUS)
Problem
www.ggus.org
vo-user-support_at_ggus.org
helpdesk_at_ggus.org
4
Support Workflow
Ticket submit at www.ggus.org
E-mail to ltvogt-support_at_ggus.org or helpdesk_at_ggus
.org
Automatic Ticket Creation
Central Application (GGUS)
Other Grids
5
Support Workflow
Local Helpdesk
Local Problem?
Automatic Ticket Creation
RC
Central Application (GGUS)
Other Grids
6
Regional Support Workflow
ROC-Portal
RC3/Tier2-B
RC4
RC2
RC1/Tier2-A
RCn
7
Support Workflow
TPM VO TPM
First Line Support
8
GOoD?ROC Basic Workflow
FZK, Karlsruhe, Germany
IN2P3-CC, Lyon, France
GGUS

• Get(ticket)
• Get_all()

GGUS Interface
GOoD dashboard
Central Helpdesk
CIC Helpdesk
SOAP
WSDL
WSDL
Ticket
Ticket
UK
FR
GER
IT

Regional Support Units