Enabling Grids for Escienc E Report from ESC

Enabling Grids for E-scienc. E Report from ESC / GGUS / TPM Marco Verlato, INFN-Padova www. eu-egee. org INFSO-RI-508833

EGEE Support Committee Enabling Grids for E-scienc. E n Chaired by Flavia Donno/Torsten Antoni/Alistair Mills (Kick off meeting of ESC at Karlsruhe - 27 January 2005) 2005 n Goal: To ensure an effective, efficient, scalable Grid User Support Service. It coordinates operations, follows/cures infrastructure problems, takes users/supporters input. n Members: people from the ROCs and GGUS-FZK, representatives from VOs, NA 3, NA 4, other Grids (OSG and Nordu. Grid), n ESC meets monthly to discuss organization issues and problems. INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 2

The EGEE Support Model Enabling Grids for E-scienc. E “Regional Support with Central Coordination" The ROCs and VOs and the other project wide groups such as the Core Infrastructure Center (CIC), middleware groups (JRA), network groups (NA), service groups (SA) are connected via a central integration platform provided by GGUS. Regional Support units ROC 1 ROC… ROC 10 Operations Support Deployment Support TPM Central Application (GGUS) VO Support Middleware Support Network Support User Support units Technical Support units Interface Webportal INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 3

ESC/GGUS Results in 2005 Enabling Grids for E-scienc. E • GGUS portal made more effective with updated documentation, search engines, broadcasting tools, useful links, latest news etc. • ROC and VO expert teams involved into 1 st level user support, helped with hot line and VRVS chat room • Full interface of GGUS with ROC helpdesks and CIC operations portal • Lot of metrics established to measure the system performances • Service verification procedure • Training session for supporters organized (by GGUS team in Nov. ’ 05 and Feb. ’ 06, by INFN-Torino in Dec. ’ 05), with material and video recording made available offline INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 4

Problem reporting Enabling Grids for E-scienc. E Users can make a support request via their Regional Operations' Center (ROC) or their Virtual Organisation (VO). RC 1 … RC X Problem ROC 1 Local Helpdesk www. ggus. org Within GGUS there is an internal support structure for all support requests. Central Application (GGUS) <vo>-user-support@ggus. org S GGU helpdesk@ggus. org GGUS TPM INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 5

Support Workflow Enabling Grids for E-scienc. E For VO users and VO specific problems Mail to <VO>-user support@ggus. org - Solves - Classifies - Monitors VO-specific Automatic Ticket Creation TPM Grid+VO experts Central Application (GGUS) VO Support ROC Operations Middleware Deployment Units Support Units Network Support Other Grids INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 6

TPM teams Enabling Grids for E-scienc. E VO-TPM Atlas Frederic Brochu - PH/UAT <brochu@hep. phy. cam. ac. uk> Simone Campana - IT/GD <Simone. Campana@cern. ch> Alessandro De Salvo - PH/UAT <Alessandro. de. Salvo@cern. ch> Flavia Donno - PH/UCM <Flavia. Donno@cern. ch> Guido Negri - Other <guido. negri@cern. ch> Silvia Resconi - PH/UAT <Silvia. Resconi@cern. ch> Oxana Smirnova - PH/UAT <Oxana. Smirnova@cern. ch> Luca Vaccarossa - Other <luca. vaccarossa@mi. infn. it> INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 7

GGUS-Xoops/xhelp interface Enabling Grids for E-scienc. E INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 8

GGUS-Xoops/xhelp interface Enabling Grids for E-scienc. E INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 9

GGUS-Xoops/xhelp interface Enabling Grids for E-scienc. E INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 10

Some statistics Enabling Grids for E-scienc. E Feb. ’ 06: #261 tickets INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 11

Time measurements Enabling Grids for E-scienc. E INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 12

Open Issues Enabling Grids for E-scienc. E Small VOs do not have the resources to implement their part of the model. GGUS still provides support for the VO at generic Grid level. Supporters are not dedicated to GGUS. Some times it is difficult to ensure responsiveness. • Supporters are concentrated in a few locations. VO Support tends to exist in only a small number of locations, with a small number of supporters. • Scalability is constrained by the availability of supporters. As the VOs become larger this will become a constraint to growth unless more supporters are found. • Limited experience in handling a large number of tickets. At the moment GGUS has successfully handled 200 tickets per day. • Limited engagement of existing VOs in the implementation of GGUS. The present VOs have found it difficult to provide people for involvement with this work. However more and more people are getting aware of the existence and good service provided by GGUS. INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 13

ESC/GGUS Objectives 2006 Enabling Grids for E-scienc. E • • • • All VO tickets should be passing through GGUS by the end of 2006 (sooner if possible, and especially for the LHC VOs). Carry out at least one Service Verification on the service with each of the VOs. Carry out at least one Service Verification on the service with each of the SUs. Ensure that GGUS provides the necessary support for SA 2 to get the ENOC to function. Provide training for all supporters, including VOs, SUs, ROCs, TPMs. Provide appropriate quarterly, monthly and weekly reporting. Provide support for the development of the CIC integration with GGUS. Provide appropriate documentation. Provide support for the development of the ROC integration with GGUS. Make enhancements to the portal as required. Provide support for the integration of GGUS with other equivalent support systems e. g. that of OSG. Provide the GGUS plan as required by EGEE-II in May 2006. Provide a paper for CHEP on GGUS in February 2006. Maintain an on-going work list within the GGUS portal so that people can see what is planned for GGUS. INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 14

GGUS ROC_US interface Enabling Grids for E-scienc. E • GGUS OSG-GOC helpdesk mail interface prototype Implemented last week (Bob Quick, IU) • Phone conf. scheduled next Friday to define the full workflow INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 15

GGUS-ROC interface improvements Enabling Grids for E-scienc. E • Replace XML ticket mail exchange with web-services technology for GGUS ROC communication – – SOAP Server on top of the local helpdesk ROC_SW developed it for One. Or. Zero ROC_Italy developed it for Xoops/Xhelp From test to production systems soon • Multiple attachements handling • Mail to submitter • Full ticket history INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 16

Conclusions Enabling Grids for E-scienc. E The GGUS system is now ready for duty. Many more support units have been added in preparation for the next LCG Service Challenge. During 2006, it is expected that there will be a large number of tickets passing through the system as the LHC VOs move from preparing for service to being in production. It is also expected that the number of Virtual Organisations will grow as the work of EGEE-II proceeds. GGUS-ROC_Italy interface mantainance/upgrade team: - Riccardo Brunetti - Andrea Caltroni - Federico Nebiolo - Marco Verlato INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 17

The GGUS System Enabling Grids for E-scienc. E INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 18

GGUS ROC Basic Workflow Enabling Grids for E-scienc. E 1 ss a t TPM Operations support ke c i T Web Portal ig to t en CO R nm ROC-1 Interface lved o Ticket s ROC-1 Helpdesk SU-1 SU-2 ssigned GGUS System -a Ticket re SU-N ROC-X Helpdesk ROC-X Interface SU-1 SU-2 SU-N INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 19

CIC Portal Enabling Grids for E-scienc. E FZK, Karlsruhe, Germany IN 2 P 3 -CC, Lyon, France GGUS SOAP WSDL FR GER CIC PORTAL GGUS Interface CIC-on-duty dashboard SOAP WSDL - Create() - Set(ticket) Ticket follow-up Ticket UK CIC Helpdesk Central Helpdesk -Get(ticket) - Get_all() IT … Problem detection & reporting Operator on duty Regional Support Units INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 20

GGUS-Xoops/xhelp interface Enabling Grids for E-scienc. E INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 21

The Specialized Support Units Enabling Grids for E-scienc. E Specialized Support Units: Grid Deployment: r Casto rt o p p Su Generic Deployment Manual Installation Pre-Production System VO Management DPM Support Grid Middleware and Services: o Castor 2 o d-Cache o DPM o Data Management o FTS o GLUE o VOMS o Grid. ICE o Information System o LFC o R-GMA o RLS o Security Management o Workload Management o DGAS o GPBOX o g. Lite security o g. Lite WMS o LB, JP, myproxy o overlay, AR Networking INFSO-RI-508833 M. Verlato, EGEE-SA 1 Italy Meeting, CNAF, 27 March 2006 22