user, vo and operations support in egee
DESCRIPTION
User, VO and Operations Support in EGEE. T. Antoni (Forschungszentrum Karlsruhe). User Support is:. User education Simple access to a broad range of information Day-to-day support for the users of grid data, compute, networking and VO specific services Application integration and support. - PowerPoint PPT PresentationTRANSCRIPT
EGEE-II INFSO-RI-031688
Enabling Grids for E-sciencE
www.eu-egee.org
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User, VO and Operations Support in EGEE
T. Antoni (Forschungszentrum Karlsruhe)
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Enabling Grids for E-sciencE
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User Support is:
• User education
• Simple access to a broad range of information
• Day-to-day support for the users of grid data, compute, networking and VO specific services
• Application integration and support
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User Support in a Grid Environment
• Distributed nature of the Grid : experts located everywhere, sometimes in specific centres; spread of resources and services; different policies and laws.
• Variety of users : beginners, system administrators, operators, network specialists, Virtual Organization communities
• Variety of applications : high energy physics, biomedical, earth observation, astrophysics, computational chemistry, etc.
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Services expected by the User
• A single access point for support
• Correct, complete and responsive support
• A portal with a well structured sources of information and updated documentation concerning the VO or the set of services involved
• Tools to help resolve problems (search engines, monitoring applications, resources status, etc.)
• Integrated interfaces with other Grid infrastructures’ support systems
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EGEE Approach
• Global Grid User Support (GGUS) is the EGEE support infrastructure for Grid users, deployment and operation problems
• It offers a large variety of services to satisfy user needs at all levels
• It does not substitute but integrate existing infrastructures and coordinates support efforts
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A little History
• GGUS starts in 2003 as a prototype support system in LHC
• The plan was to cover 24x7 by 3 teams in different time zones
• GGUS was conceived to be a Single Point Of Contact
• Strictly hierarchical structure in LCG (tier model)
• Transition to EGEE meant migration to a different operations model: The federative approach
• 11 Regional Operation Centres instead of a Grid Operation Centre
• Different approach was needed in user support also
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•RC A
•RC B
•RC C
•RC A
•RC B
•RC C
The EGEE Support Infrastructure
•ROC C•ROC B•ROC N
•RC A
•RC B
•RC C
TPM
VO TPM CVO TPM B
VO TPM A
GGUS
Central
System
Middleware
supportMiddleware
supportMiddleware
support
Deployment
supportMiddleware
supportDeployment
support
VO Support
CVO Support
BVO Support
A
Middleware
supportMiddleware
supportMiddleware
support
•ROC C•ROC B•ROC N
Network Support
Network Support Other GridsOther GridsOther Grids
Other GridsOther GridsOther Grids
CODCOD
Portal
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Application Model
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Central Application(GGUS)
VO SupportUnits
Middleware Support Units
Deployment Support Units
Operations Support
ROC Support Units
Network Support
Support Workflow
Other Grids
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Support Workflow
Central Application(GGUS)
AutomaticTicket
Creation
VO SupportUnits
Middleware Support Units
Deployment Support Units
Operations Support
ROC Support Units
Network Support
Local Helpdesk
Local Problem?
RC
Other Grids
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ROC-Portal
RC3/Tier2-B RC4RC2RC1/Tier2-A RCn
GGUS
Regional Support Workflow
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TPM+
VO TPMVO Support
UnitsROC
Support Units
Services Support Units
First Line Support
Middleware Support Units
Deployment Support Units
Network Support
Software Support Units
Other GridInfrastructures
External Support Units
Support Workflow
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Operator on duty
• Purpose/role– Detect problems by monitoring the grid– Report them by creating and assigning GGUS tickets– Provide help and follow-up on problems
• Operations Support teams : “COD”– Currently 6 teams (CERN, France, Italy, UK, Russia, Taiwan)– Weekly shift
• CIC-Portal/GGUS interface– Based on Web services at GGUS side– “GOoD dashboard”: graphic user interface for operators, hosted
at IN2P3 Computing Centre (Lyon, France)
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FZK, Karlsruhe, Germany IN2P3-CC, Lyon, France
CODROC Basic Workflow
CIC PORTAL
CODdashboard
UK FR GER IT …
Regional Support Units
Operator on duty
- Create()- Set(ticket)
SOAP
SOAP
-Get(ticket)- Get_all()
Ticket Ticket
Central Helpdesk
CIC
Help
desk
WSDL
WSDL
GGUS
Problem detection & reporting
Ticket follow-up
GGUSInterface
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The Supporters
• Ticket Processing Managers (TPM) : Generic grid experts as first line support
• VO TPMs: First line support for VOs
• Specialized Support: Middleware, DeploymentSpecialized VO Support
• ROCs and RCs: Local support and services
• ENOC:Network support
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Meeting the Needs – Some Key Points
• GGUS provides a single entry point for reporting problems and dealing with the grid.
• GGUS offers a portal where users can find up-to-date
documentation, and search engines to find answers to resolved problems and examples.
• Common solutions are stored in the GGUS knowledge
database and Wiki pages are compiled for frequent or undocumented problems/features.
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• GGUS offers hot lines for users and supporters and a VRVS chat room for supporters to make the entire support infrastructure more efficient for users.
• GGUS is interfacing other grids’ support infrastructures, e.g. OSG
• GGUS is used for daily operations to monitor the grid and keep it healthy.
• Specific user problems can be directly communicated to the Grid Operations and broadcasted to the entire grid community.
Meeting the Needs – Some Key Points