Support Task Force Meeting

Europe/Zurich
VRVS / Desert Room

VRVS / Desert Room

Thoene, W.
    • 10:30 11:20
      Support Task Force Meeting 50m
      Speaker: Thoene, W.
      transparencies
      Dear all, thank you for your participation in the VRVS Meeting. ---- Participants: David Bouvet (DB) Marco Verlato (MV) Mario David (MD) Wolfgang Thoene (WT) Wojtek Wislicki (WW) Ron Trompet (RT) Summary: - WT ask if all participants have read the transparencies he send before the Meeting and have talked to the ROC-Managers telephone conference - None of the participants have time to talk to their ROC Managers - Regarding the proposed Support Models all participates have their -OWN PERSONAL- opinion that is to prefer Model 2 - WW asks about the 3 ROC in conjunction with Model 2 - WT explains that the idea behind this is to have three partner in different time zones, so that no local shifts are necessary to provide 24h support - MV asks about the slides, he was a little confused about the 3 kinds of support model (replicated, centralized and distributed) we are called to decide on, and the need to establish the problem tracking system, again centralized or distributed, since I thought that there was already an overall agreement among ROCs in going into the direction of centralizing both support and ticketing systems, based on GGUS and covering 24x7 through 3 centres in different time zones. - RT remarks that the system must be scalable, so it makes sense to automate processes, e.g. identify the location of the user submitting a service request and send the ticket direct to the appropriate ROC - WT proposed to write a first draft for a concept, so it might be easier to discuss. As the ROC managers request this document by September. As WT has written an similar document for LCG he suggested to write a first version. This is agreed Action items: - all members of the "support task force" should use and test the GGUS portal at http://www.ggus.org. To have "support rights" please use the link that is provided in the portal. Everybody should send WT an email with comments to the portal (please provide good and bad thoughts) up to 04-06-2004, after this WT will send out a summary and schedule an additional meeting. ***** I AM STILL MISSING THE ONE AND OTHER :-)***** - all members should provide a list of their current structures, to see how the ROC is organised in terms of support. Please send a one page PowerPoint or OpenOffice Impress file. WT will provide a list of common groups :-) ***** I AM STILL MISSING THE ONE AND OTHER :-)***** - WT will provide a Draft concept paper. First version will be available latest by July 7th. Next Meeting will be on July 8th at 10:30h MESZ (local German time) in Desert virtual room . Please could you think of a schedule for a personal meeting of the group. Who should host this etc. As many of us will go for some holidays I guess we should maybe find a date to finish the paper !? Wolfgang