Subject: Re: MSA1.6 milestone for GGUS assessment
From: Kai Neuffer <[email-masked]>
To: <[email-masked]>
Cc: Kai Neuffer <[email-masked]>, Torsten Antoni <[email-masked]>
Date: Tue, 15 Jul 2008 16:45:01 +0200

I was thinking to about the following topics for the Milestone:

1st line:
- Input from ATLAS on VO 1st line support (Xavier Espinal)
- Input from other VO 1st line support (input NA4)

Metrics:
- TPM performance statistics
- Ticket ditributution over support units
- Ticket lifetime statistics
- Tickets missassigned
- Statistics on Unsolved, Middleware, etc. tickets.
- Knowledge base usage
- GGUS reports available until now

General:
- ROC GGUS contributions to user support (Tasks - PMs)
- Update on already raised issues: GGUS failover, LHCOPN, GOCDB =20
interaction, future releases

- EGI / NGI (Status of regional helpdesks etc.)

Questions from the EGEE-II review:
- How will the problem of wrong assigned tickets be addressed =20
(dispatching process)?
- How many tickets are still unresolved?
- In relation to the incidence management:
-- Ticket dispatching process
-- Bugs and change requests
-- Helpdesk escalation and process
-- To whate extend users are affected?
-- User support process?

Regards,

Kai

El 15/07/2008, a las 14:21, Maria Dimou-Zacharova escribi=F3:

> 	Lieber Kai and All,
>
> as promised, I have put the subject matter in the USAG agenda again.
> Our USAG aim is to agree on the Table of Contents for you to fill in
> content.
> Looking at the relevant EGEE II contents, I 'd suggest that all
> section describing the EGEE and GGUS model and structure be skipped =20=

> from
> your new document as they appear in the GGUS Plan DSA1.1
> https://edms.cern.ch/document/931935 (full content to be included =20
> a.s.a.p.) in enough detail.
>
> Please be prepared to define "Key Performance indicators" and =20
> "Statements from Support Units" if you intend to collect them.
> Else, please say how will you do the actual assessment.
>
> Talk to you on 17/7 @ 9:30am CEST I hope.
> Agenda http://indico.cern.ch/conferenceDisplay.py?confId=3D37954
> yours
> maria
>
>
> -------- Original Message --------
>
> Table of contents of the relevant document (Was MSA1.8 in EGEE II):
>
> 1. Introduction	9
> 1.1. Purpose	9
> 1.2. Document organisation	9
> 1.3. Application area	9
> 1.4. References	9
> 1.5. Document amendment procedure	9
> 1.6. Terminology	10
> 2. Executive summary	12
> 3. The context	13
> 3.1. The management structure	13
> 3.2. The GGUS partners	13
> 3.3. Other bodies	13
> 3.4. The GGUS centre	13
> 3.5. Risk assessment	13
> 4. The description of GGUS	16
> 4.1. User Support in EGEE-II	16
> 4.2. The Model of User Support	16
> 4.3. Executive Support Committee (ESC)	16
> 4.4. GGUS First line support	16
> 4.5. Regional Operations=92 Centres (ROC)	16
> 4.6. Resource Centres (RC)	16
> 4.7. Virtual Organisation Specialized Support Units	16
> 4.8. GGUS Specialized Support Unit	16
> 4.9. The GGUS Operations Team	16
> 4.10. Other Support Services	16
> 5. The Plan Items (Ps and Qs)	18
> 5.1. Introduction	18
> 5.2. The P items (Plan items for GGUS)	21
> 5.3. The Q items (Plan items for ROCs)	35
> 5.4. Exclusions	44
> 5.5. Key performance indicators	44
> 6. Partner, ROC, VO and SU Statements	47
> 6.1. Introduction	47
> 6.2. Partner statements	47
> 6.3. ROC statements	50
> 6.4. VO statements	71
> 6.5. Support Unit statements	72
> 7. Conclusions and recommendations	74
> 7.1. Conclusions	74
> 7.2. Recommendations	74
>
> Table of figures
> Figure 1: GGUS helpdesk tickets per month during EGEE-II	46
> Figure 2: Number of e-mails and tickets received by the ENOC per month
> (since August 2006)	73
>
> Table of tables
> Table 1: Table of references	9
> Table 2: Participation of federations in task TSA1.5 (from DoW, =20
> table 42)	18
> Table 3: Participation of federations in task TSA1.5 (from WBS)	=
19
> Table 4: Tasks and Milestones for GGUS	19
> Table 5: List of P items	19
> Table 6: Start of Operational Phase of Operational P items	20
> Table 7: Time line for development items	21
> Table 8: List of Q items	35
> Table 9:  Resources used by the ROCs for support	36
> Table 10: ROCs=92 participation in the ESC	36
> Table 11: Local helpdesks summary	37
> Table 12: EGEE-II ROCs statistics (ticket count)	37
> Table 13: EGEE-II ROCs statistics (average time to close)	37
> Table 14: ROCs local helpdesks	38
> Table 15: TPM Teams	40
> Table 16: TPM schedule during EGEE-II	42
> Table 17: TPM shifts during EGEE-II	42
> Table 18: TPM shifts summary during EGEE-II	43
> Table 19: ESC members list	44
> Table 20: Key performance indicators	45
> Table 21: GGUS helpdesk statistics during EGEE-II	46
> Table 22: ROC CERN helpdesk statistics during EGEE-II	50
> Table 23: ROC UKI helpdesk statistics during EGEE-II	52
> Table 24: ROC UKI Tickets per category during EGEE-II	52
> Table 25: ROC Italy helpdesk statistics during EGEE-II	54
> Table 26: ROC Italy Tickets per category during EGEE-II	55
> Table 27: ROC France helpdesk statistics during EGEE-II	56
> Table 28: ROC CE helpdesk statistics during EGEE-II	57
> Table 29: ROC CE Tickets per category during EGEE-II 	58
> Table 30: ROC SEE helpdesk statistics during EGEE-II	59
> Table 31: ROC SEE Tickets per category during EGEE-II 	60
> Table 32: ROC SWE helpdesk statistics during EGEE-II 	61
> Table 33: ROC SWE Tickets per category during EGEE-II	62
> Table 34: ROC DECH helpdesk statistics during EGEE-II	63
> Table 35: Tickets assigned from DECH helpdesk to GGUS	64
> Table 36: ROC NE helpdesk statistics during EGEE-II	66
> Table 37: ROC RU helpdesk statistics during EGEE-II	67
> Table 38: ROC AP helpdesk statistics during EGEE-II	69
> Table 39: ROC AP helpdesk statistics during EGEE-II (GGUS related
> tickets)	69
> Table 40: ROC AP Tickets per category during EGEE-II (GGUS =20
> escalated)	70
> Table 41: Virtual Organization for Central Europe statistics during
> EGEE-II	71
> Table 42: Recommendations for action	75
> Introduction
> Purpose
> This document provides an assessment of the Global Grid User Support
> System (GGUS) in EGEE-II.
> Document organisation
> The description of the document is contained within =A72.
> Application area
> This document is intended for readers who are internal to the project
> and who are members of the SA1 activity.  It is especially relevant to
> members of the activity working on user support.
> The document is also relevant to managers of other EGEE-II activities.
> References
> The number of references associated with this document is very short.
> It is not intended to repeat material already in the references.  The
> references are in the following table.  In the text, references to
> documents are generally given in square brackets such as the =20
> Description
> of Work (DoW) [R 1] and the Work Breakdown Structure [R 2].  A small
> number of URLs are quoted in the text of this document to provide
> further information, on items such as the document amendment procedure
> and the glossary of terms.
> Table 1: Table of references
> R 1 https://edms.cern.ch/document/684101
> Description of work =96 Technical Annex for EGEE-II
> EGEE-II_NA1_TEC_684202_DoW_v5.pdf
> R 2 http://edms.cern.ch/document/684101
> EGEE-II Detailed work breakdown structure including names and =20
> assignments
> R 3 https://edms.cern.ch/document/723928
> MSA1.1: Operations metrics defined
> R 4 https://edms.cern.ch/document/724635
> DSA1.1: GGUS plan
> R 5 https://edms.cern.ch/document/726132
> MSA1.5: GGUS operational
> R 6 https://edms.cern.ch/document/726136
> MSA1.8: GGUS assessment
> Document amendment procedure
> --=20
> Maria Dimou-Zacharova                           http://cern.ch/dimou
> CERN                    CH-1211 Geneva 23                Switzerland
> [email-masked]     Tel:+41227673356            Fax:+41227669820
>
> --=20
> Maria Dimou-Zacharova                           http://cern.ch/dimou
> CERN                    CH-1211 Geneva 23                Switzerland
> [email-masked]     Tel:+41227673356            Fax:+41227669820

----------------------------------------------------------------------
Dr. Kai Neuffer

EGEE III Federation ROC Manager SW

Port d'Informaci=F3 Cient=EDfica
Campus UAB
Edifici D
E-08193 Bellaterra, Spain

Tel:			(+34) 93 581 3773
Fax:			(+34) 93 581 41 10
e-mail:		[email-masked], [email-masked]

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