USAG meeting August 27th 2009

Summary and conclusions

• It is important not to confuse the last EGEE period with reduced number of TPM teams according to the selected model as explained in edms doc. 1000210 with the EGI bids for the same service.
• At the end of the 20090827 USAG meeting five ROCs expressed interest in carrying out TPM duties, namely Italy, North, Germany (DECH without Switzerland), Central and South West Europe.
• The meeting decided that the above candidate ROCs will present their understanding of the TPM function at the USAG@EGEE'09 and the new shift table will be created and put in operation at the GGUS September release on 2009-09-30. A message from the SA1 leader some days later asked to postpone this decision until after the EGEE'09 conference, so no action will be taken at the time of the September GGUS release.

• The draft strategy note
• The new TPM model final as concluded from the 2009/06/09 SA1 f2f meeting at CERN.
• The draft TPM OLA.

Attendance

GGUS - Helmut Dres
CERN - Diana Bosio, Maria Dimou (chairperson)
UK/I - John Kewley
IT   - Luciano Gaido
CE   - Jan Kmunicek  (left early)
NE   - Ron Trompert
SWE  - Isabel Campos (joined late)
LHCb - Roberto Santinelli
CMS  - Andrea Sciaba'
VO mgrs' group - Frederic Schaer

Notes by Maria

Agenda:

1. Agenda approval
2. Comments on minutes from the July 2nd USAG meeting [here].
3. Continuous user support assessment as required by MSA-1.6 via the weekly escalation reports This time: emphasis on VO Support reports.
4. User Support strategy issues, news since last USAG:
   1. Discuss the new TPM Model candidatures:
      Understanding of the model (selected at the SA1 f2f mgnt meeting of 2009-06-09 at CERN),
      Understanding of the TPM OLA.
   2. Comments on the User Support Strategy note.
   This is the 5th of a series of USAG meetings where we are called to shape the User Support strategy in the last year of EGEE and in view of EGI.

   EGI Blueprint v.3 (Dec 2008) for quick reference during these meetings.

5. Maintain master/slave ticket relationship after closure? A presentation by Diana is attached to the agenda. Ref. savannah #108668.
6. Prepare the User Support sessions @EGEE'09:
   1. Tue 22 September 17-19hrs Operations' Support: Regional helpdesk presentations and GGUS Interfaces' presentation. 2nd hour left for discussion.
   2. Wed 23 September 11-13hrs USAG: Form the agenda.
   3. Wed 23 September 14:30-19hrs: Middleware and User Communities' presentations.
   4. GGUS demo: Content includes ticket life-cycle, TTT, Report Generator, TEAM tickets' workflow, special fields, e.g. subscribe to ticket. Demo for users, demo for supporters.
7. Review Action List [old items carried forward from the July meeting notes.]
8. A.O.B.
   1. Please book in your calendars the USAG@EGEE'09 session. Here is the Agenda extract for 2009-09-23.
9. Next meeting date: Wednesday 23 September 2009 @ 11:00 CET at the EGEE'09 conference.! (NB! Unusual day/time. No telephone connectivity!)

Discussion:

1. Agenda: Approved.
2. Comments on the minutes from the July 2nd 2009 USAG meeting: Minutes approved.
3. Continuous user support assessment as required by MSA-1.6 via the weekly escalation reports This time: emphasis on VO Support reports:
   This was in the USAG agenda for the 2nd time. The VOs present had no ticket backlog. Those with a long list of tickets in status 'Assigned' were notified by Maria after the meeting via wLCG channels.
4. Strategy issues:
   Central Europe presented its candidature for the TPM service at the meeting. Some discussions between Czech Republic and Poland are still pending. Spain joined at the end of the meeting to present its joint candidature with Portugal. Northern Europe (ROn) said some discussions with SARA people are needed before they explain how exactly they plan to fulfill their role as TPMs. Italy is ready to commit 3-4 people. Everyone was reminded that the total number of tickets treated by the TPMs have dropped to about 11 per week, so spreading across large teams will only enhance confusion. All candidates will present their ways to perform the TPM service at the USAG @ EGEE'09.

   During the User Support Strategy note discussion Diana said she needs to obtain information from the EMI leader Alberto di Meglio before updating the document.

5. On the master/slave ticket relationship after closure:
   Diana introduced the issue. It will be discussed again at the USAG @ EGEE'09.
6. Preparation for all User Support related sessions @ EGEE'09. This discussion was translated into individual action items listed below.
7. Review Action List [go to point 5 of these notes].

   20090402-1
   Review the 18 points of 'RESPONSIBILITIES' in section 4 of the current version 0.6 of the TPM OLA.
   New TPM model candidates (.IT, NE, .DE, CE, SWE)
   Pending

   20090528-1
   Clarify with the UMD team how they plan to interface with GGUS.
   Passed from Ales to Diana on 20090827
   Pending

   20090528-2
   Experts of other mw stacks to gather information required for the strategy note.
   Passed from Ales to Diana on 20090827
   Pending

   20090528-6
   Send comments to Guenter on the GGUS interfaces' document index, in particular on doc. 9993 and 9994.
   Interface developers
   To be presented at the Tuesday pm EGEE'09 session on regional helpdesks as decided on 20090827.

   20090702-1
   Correct the graphs and produce a PDF for the strategy note
   Torsten
   Mostly done, except graph in section 2 is unclear.

   20090702-2
   Clarify with Michael Groneger the requirement to include the ARC sites in GGUS and open an SL savannah item for it
   Torsten
   Done. Presentation will be given at EGEE'09.

   20090702-3
   Volunteer for participating in the restricted TPM rota.
   All ROCs
   Done.

   20090702-4
   Send an e-mail to the ROC managers list to call for ROCs to volunteer to be TPM in the new model
   Maria
   Done

   20090702-5
   Ask SA1 management what to do if there are not 4 ROCs to do TPM shift for the new model
   Maria
   Done. Their answer was 'do nothing.'

   20090827-1
   Tuesday pm @ EGEE'09: Present 1 slide/ROC on GGUS interface method and update rel. doc. on https://gus.fzk.de/pages/ggus-docs/interfaces/docu_ggus_interfaces.php.
   ROC representatives

   20090827-2
   Wednesday am in USAG @ EGEE'09: Present the plan for fulfilling the TPM function.
   TPM candidates.

   20090827-3
   Wednesday pm @ EGEE'09: Find VO representatives to present the User communities' requirements and methods.
   Frederic (NA4) and Maria (LCG)

8. A.O.B. :
   Please book in your calendars the USAG@EGEE'09 session. Here is the Agenda extract for 2009-09-23.