Operations Interfaces and Interactions

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Operations Interfaces and Interactions

• Rob Quick, Indiana University
• July 21, 2005

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Agenda

• Operations Model
• Support Center Interactions
• Interfaces and Tools for Support
• The Story So Far

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OSG Operations ModelLogical View
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OSG Operations Model Physical View
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Support Centers

• An abstract term for all support organizations
  interacting with OSG Operations
• If OSG Operations can route/assign a trouble
  ticket to it, it is a Support Center
• Come in a variety of functions
• Resource Provider SC
• Virtual Organization SC
• Middleware SC
• Service Provider SC
• Support Center SC (iGOC)
• And sizes
• US-CMS Tier1 Tier2 facilities have single SC
• Tier3 sites are (typically) their own SC or fall
  under Community Support
• OSG Operations maintains mapping between
  Resource/VO/Service and associated Support Center
• Specific functions of SC described in an
  Agreement with OSG Ops.

Doug Olsen
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Current Registered Support Centers

• OSG Support Center (GOC)
• USCMS Support Center
• STAR Support Center
• VDT Support Center
• LIGO Support Center
• Fermilab Support Center
• GRASE Support Center
• UC CI Support Center
• PROD SLAC Support Center
• UIowa Support Center
• ATLAS Support Center
• Community Support Center

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Registration Info for all SC

• Organization name
• Contact info for
• Manager
• Operations (who gets trouble ticket)
• Security (incident response notification)
• Community supported by this SC

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OSG Support Center

• Front Line Support
• Trouble Ticketing
• Security Incidence Response
• Support Center Coordination and Coordination with
  Other Grids
• Management of Community Support (Proposed)
• Network Throughput Measurement (Proposed)

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The Community Support Center

• How do we support issues that fall outside the SC
  model?
• OSG Concierge
• Proposed Infrastructure
• Mailing List
• Issue Tracking
• Chat Room
• Web Space

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Agenda

• Operations Model
• Support Center Interactions
• Interfaces and Tools for Support
• The Story So Far

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Problem Routing

• GOC runs Trouble Ticket System for OSG
  (Footprints).
• All SC will have entries in TTS
• Many SCs and SC representatives will have
  accounts directly in TTS
• Operators will create tickets from email to GOC_at_,
  HELP_at_, SUPPORT_at_, and TROUBLE_at_
• Tickets are assigned to appropriate SC at entry
  time or upon first review

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Trouble Ticket System

• Used by IU Global NOC Grid3
• Currently in use for OSG registration and
  installation issues

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Ticket Routing Example
User in VO1 notices problem at RP3, notifies
their SC (1). SC-C opens ticket (2) and assigns
to SC-F. SC-F gets automatic notice (3) and
contacts RP3 (4). Admin at RP3 fixes and replies
to SC-F (5). SC-F notes resolution in ticket
(6). SC-C gets automatic notice of update to
ticket (7). SC-C notifies user of resolution
(8). User confirms resolution (9). SC-C closes
ticket (10). SC-F gets automatic notice of
closure (11). SC-F notifies RP3 of closure (12).
OSG infrastructure
SC private infrastructure
D Olson
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Agenda

• Operations Model
• Support Center Interactions
• Interfaces and Tools for Support
• The Story So Far

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Support Web Pages
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GridCat
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MonALISA

• Utilization Busy/ Free Nodes
• Total Running / Idle Jobs
• Running Jobs per VO

Leigh G
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ACDC Dashboard
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Agenda

• Operations Model
• Support Center Interactions
• Interfaces and Tools for Support
• The Story So Far

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What has been Done

• 11 Supports Centers Registered
• Communication Infrastructure
• Trouble Ticket System
• Ticket Exchange Automation between OSG and USCMS
  Ticketing System has begun
• Support Web Pages
• Operations Phone Meeting (twice weekly)
• Operations Monitoring Infrastructure
• Identity Services (certificate verification)

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What Needs to be Done

• Continue Registering Support Centers
• Refine Communication Infrastructure
• Trouble Ticket Exchange
• Continue To Develop Remedy - Footprints Automated
  Exchange
• Automated Exchange with Other Support Centers and
  Ticketing Systems
• Knowledge Base
• Operations Reporting to Community

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Thank You