GGUS the EGI helpdesk Helmut Dres Gnter Grein

GGUS – the EGI helpdesk Helmut Dres, Günter Grein GGUS Service Provider www. egi. eu EGI-Engage is co-funded by the Horizon 2020 Framework Programme of the European Union under grant number 654142

Outline • Why a ticketing system is needed in an infrastructure like EGI? • The ticketing system offered by EGI: GGUS • How does it work? • Evolution of GGUS EGI 2015 Conference, Lisbon 2

Why a ticketing system in EGI? • • • Central point of contact for user and support staff Place to report incidents, bugs, change requests Keep track of progress and communication Repository of information and solutions Route issues to where they can be solved – – – First level support Resource centres Service Provider Communities Experts EGI 2015 Conference, Lisbon 3

GGUS – The EGI ticketing system • In EGI the ticketing system is GGUS – – – First prototype in 2004 for LHC Computing Grid Changed support model in EGEE (EGI predecessor) Continuously developed and adapted in 70 releases Formed by 1400 user requests In EGI central integration platform for user support EGI 2015 Conference, Lisbon 4

GGUS – The EGI ticketing system • GGUS integrates Regional Support via x. GUS Community Support via x. GUS Interfaces to: GGUS • CERN TTS (SNow) • NGI FRANCE • NGI Poland • NGI_Czech • GRNET • Iber. Grid • Open Science Grid (US) Regional Support (NGIs) directly in GGUS Sources of Information: OIM, GOCDB, VOMS EGI 2015 Conference, Lisbon 5

GGUS – The EGI ticketing system • GGUS enables communication within the EGI support infrastructure User access https: //ggus. eu First line support (TPM) Middleware Support Network Support Community and Application Support Regional Support (NGIs) Operations Support EGI 2015 Conference, Lisbon GGUS 6

GGUS – The EGI ticketing system • GGUS provides x. GUS – Lightweight clone of GGUS – Designed for smaller NGIs or user communities – All basic helpdesk functions – Synchronized with GGUS – Hosted and operated at KIT EGI 2015 Conference, Lisbon 7

GGUS – The EGI ticketing system • GGUS numbers – – – More than 110000 tickets 1900 Support staff all over the world 100 Support Units 50 VOs 20 Interfaces to other systems >99% Service availability • x. GUS – For NGIs, DE, CH, Italy, Slovenia, Serbia – User Comunities LSDF, MAPPER, France-Grilles, bw. Support EGI 2015 Conference, Lisbon 8

How does GGUS work? • • • Web application Two identical systems Two locations Load balancer Data always replicated Fail safe architecture EGI 2015 Conference, Lisbon 9

How does GGUS work? • Web Access – https: //ggus. eu – https: //ggus. org – http: //helpdesk. egi. eu/ • Access via – X 509 grid certificate – EGI SSO account • Registration required for support access EGI 2015 Conference, Lisbon 10

How does GGUS work? • Easy ticket submission – Prefilled fields – Few fields mandatory • Expert functionality – Direct assignment – Bypass first line support EGI 2015 Conference, Lisbon 11

How does GGUS work? • Process a ticket – Add comment – Assign to appropriate support unit – Change status – Solve the ticket EGI 2015 Conference, Lisbon 12

Evolution of GGUS • Evolution driven – by requested features – changed requirements • Requests collected in – EGI RT (https: //rt. egi. eu/rt/Dashboards/2636/GGUS-Requirements) – WLCG Jira (https: //its. cern. ch/jira/browse/GGUS) • Discussed and prioritized in weekly meeting • Monthly releases – Last Wednesday of each month – Release schedule (https: //wiki. egi. eu/wiki/GGUS: Release_Schedule) EGI 2015 Conference, Lisbon 13

Don‘t forget ; -) “If it’s not recorded in GGUS – it’s not considered as a problem. ” (picked up during a WLCG workshop) ------------------Thank you for your attention. EGI 2015 Conference, Lisbon 14