USAG meeting 29 January 2009

Attendance
----------
GGUS - Torsten Antoni, Helmut Dres, Guenter Grein
CERN - Diana Bosio, Maria Dimou (chairperson)
UK/I - John Kewley, Claire Devereux
IT   - Riccardo Brunetti
CE   - Jan Kmunicek
SWE  - Kai Neuffer
FR   - Helene Cordier, David Bouvet
Alice- Patricia Mendez Lorenzo
CMS  - Marco Calloni
LHCb - Joel Closier, Roberto Santinelli
EGEE VOs - Frederic Schaer


Apologies:
----------
Ron Trompert


Notes by Maria

Agenda:
-------

1. Agenda approval
2. Comments on minutes from the November 27th USAG meeting [here]
3. Feedback from the Direct Routing of 'normal' GGUS tickets to ALL Sites released on Jan 21st 2009.
4. Continuous user support assessment as required by MSA-1.6 via the weekly escalation reports
5. Report from the EGEE-to-EGI Transition meeting by Torsten. [Agenda].
6. Review Action List [go to the end of these notes. There is only one action item.].
7. A.O.B.
8. Next meeting date: Thu 26 Feb 2009 @ 9:30 CET
   1. How to remove inactive VO Support (bla) units from GGUS for inactive VO, named 'bla' [related savannah ticket #106178]

1. Agenda: Approved.
2. Comments on the minutes from the November 27th 2008 USAG meeting: Minutes approved. Some comments raised in the discussion about subsequent events:
   1. Torsten didn't discuss at the face2face SA1 meeting in Abington the training issue of new TPM teams as minuted under point 5. This is now action 20090129-1.
   2. savannah JRA1 and GGUS ticket interface didn't go live in Jan 2009 as minuted under point 7 due to the "Direct Routing to Sites" development workload.
   3. The agenda items A and B as minuted under point 10 have to be moved to a next meeting as this one was fully booked by the "Direct Routing to Sites" issue.
3. Direct routing of ALL GGUS tickets to ALL sites:
   • Site names and contact email addresses are taken automatically via web services once per week on Monday nights from GOCdb (for EGEE) and OIM (for OSG) sites. The changes are marked.
   • 'Test' and 'suspended' sites are not included. 'uncertified' sites are included as decided at the 2008-11-27 USAG.
   • TEAM tickets will also be allowed to notify directly all sites with the February GGUS Release. savannah #106859.
   • The remaining added value of TEAM tickets is the co-ownership of the ticket by all TEAMers (LHC experiment shifters) which allows them all the update the same ticket.
   • This functionality won't expand to ALARM tickets because only LCG Tier1s are bound to such response times.
   • Guenter will compare the Tier1 names and contact emails between the twiki and the GOCdb. savannah #106897.
   • Joel asked for the CERN-PROD site not to appear 4 times. This is because each experiment has requested a different contact email for alarms. Helmut fixed this for normal tickets after the meeting. savannah #106886.
   • Diana will check how meaningful sites appearing with multiple names (e.g. BNL) and group them if they have the same mail address savannah #106927.
   • Alice and CMS were prompted to use GGUS more for problem reporting due to the importance GGUS now has to the LCG Management Board via the WLCG Escalation reports .
4. Continuous GGUS assessment via the escalation reports:
   Diana reported that TPM performance analysis from the relevant escalation reports showed a drop of performance both in assignment delays (some tickets took 24hrs to be assigned even if they were submitted in the morning) and in assignment quality (identifying the right Support Unit straight away). By the time these notes are published the issue was escalated by Diana to the SA1 mgnt board meeting on Feb 3rd.
5. EGI news: At the EGI Transition meeting (Paris Dec'08) and the All-Activity meeting (Brussels Jan'09) they spoke about Clusters of Competence refering to Application support. No change is expected in the support structure.
6. ACTION LIST:Only 20081127-1 was pending in the minutes of the previous meeting. Done.
   20081127-1
   Monitor and report statistics on assignment time of tickets by TPM
   Diana
   This is now being done at every USAG meeting under agenda item "Continuous user support assessment as required by MSA-1.6 via the weekly escalation reports"
   Done.

   20090129-1
   Report to SA1 management team on new TPM training needs and TPM monitoring results.
   Diana
   Done.

   20090129-2
   Document in TPM wiki the new TPMs' coaching and the new TPM role.
   Diana

7. A.O.B.
   • The USAG decision on handling inactive VOSupport(VOname) Support Units was:
     • If a VO wants to be closed down, they should contact the VO-managers' group chairman Frederic Schaer who will open a GGUS ticket as he did for egrid VO ggus #42585.
     • If the mail address for a certain VO Support Unit becomes invalid GGUS will close it immediately and notify the VO-managers' group chairman Frederic Schaer.
       This is compatible with SA1 mgnt advice when discussed at the 13/1/2009 meeting under AOB.
       Minutes: https://edms.cern.ch/file/923879/1/SA1_Coord_Meeting_Minutes_13-01-2009.htm. Also recorded in savannah #106178.
   • Jan ansked whether the Support Unit 'glite-workload' is still done on a best effort basis. The answer is 'YES'.
8. Decide on next meeting date: Algorithm is: last Thursday of the month. Next meeting is Thursday February 26th 2009 @ 9:30am CET.