Opensciencegrid org User Support in and OSG Doug Olson

Opensciencegrid. org User Support in/and OSG Doug Olson, LBNL 2 nd EGEE/LCG Operations Workshop CNR, Bologna 25 May 2005

Opensciencegrid. org User support belongs to VO, but … • GOC has some guidance for users • Provide direction to their own VO support FT RA D 3/18/2018 Olson - OSG User Support, EGEE/LCG Wshop, Bologna 2

Opensciencegrid. org VO needs/ought to: • Establish support contact path to interact with OSG (trouble tickets, email addresses) – the VO support center – VO is responsible to provide user support • Does not mean VO must do support, they can arrange for some support center to handle their user support • Tell OSG the support path (URL? ) for their users • Sign up on some OSG mail lists and participate in the Monday operations phone meeting 3/18/2018 Olson - OSG User Support, EGEE/LCG Wshop, Bologna 3

Opensciencegrid. org VO Support Center • Registration includes above + – Membership URL (VOMS service) – SC name (if different than VO) – Application description (whatever they want to write) • User support in OSG is responsibility of VO – From VO requirements: http: //osg. ivdgl. org/twiki/bin/view/Provisioning/Vo. Formation – 3. identify or form the Support Organization that will support the VO and participate in and contribute to OSG Operations. The support organization should include instructions for members of the VO on how they should obtain the needed certificates to use the OSG, including the Certificate Authority they should optimally apply to and what Registration Authority they should use. 3/18/2018 Olson - OSG User Support, EGEE/LCG Wshop, Bologna 4

Opensciencegrid. org Ticket Routing Example Physical View 8 9 11 2 1 7 10 3 6 4 5 User in VO 1 notices problem at RP 3, notifies their SC (1). SC-C opens ticket (2) and assigns to SC-F gets automatic notice (3) and contacts RP 3 (4). Admin at RP 3 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 RP 3 of closure (12). 12 OSG infrastructure SC private infrastructure 3/18/2018 Olson - OSG User Support, EGEE/LCG Wshop, Bologna 5

Opensciencegrid. org Problem Routing • i. GOC runs Trouble Ticket System for OSG (Footprints from Unipress). – All SC will have entries in TTS – Many SC will have accounts directly in TTS (any SC that wants one) • Operators will create tickets from email to GOC@ – Handles small SC’s that do not have accounts in TTS – Tickets are assigned to appropriate SC at entry time • Open tickets are reviewed weekly at Monday operations meeting (open to everyone) 3/18/2018 Olson - OSG User Support, EGEE/LCG Wshop, Bologna 6

Opensciencegrid. org Use Cases 3/18/2018 Olson - OSG User Support, EGEE/LCG Wshop, Bologna 7

Opensciencegrid. org Questions • Does user know their VO name? • Does user know their VO support path? • Consider some OSG EGEE support interactions (discussion) – Can have i. GOC footprints interfaced to GGUS system • Invite EGEE/LCG support people to sign up on tg-supportcenters@opensciencegrid. org • How should OSG interact/participate with GGUS? As a ROC 3/18/2018 Olson - OSG User Support, EGEE/LCG Wshop, Bologna 8