Support

From EGI Knowledge Base

O-E-6, O-E-7 and O-N-6, O-N-7

central and regional Grid User Support and ticketing system - mandatory

User support relies on a central helpdesk, which is a regional support system with central coordination. It gives access to user documentation and support, and to a problem ticketing system. The central system is interfaced to a variety of other ticketing systems in use in the NGIs in order that tickets reported locally can be passed to the central instance or other areas, and that operational problem tickets can be pushed down into local support infrastructures. Support to network end-to-end problems in the Grid is also important, as connectivity is provided by the pan-European network research backbone and by a large number of National Research and Education Networks, each providing links to sites within countries. A Network Operation Centre provides the operational interface between the Grid and the relevant network players to check the end to end connectivity of Grid sites. The NGIs provide 1st line local/regional support to users and centres, while EGI.org takes care of the Maintenance and Operation of the central ticketing system (GGUS like) and of the Triage of incoming problems. a. Maintenance and Operation: run a central ticket handling system for Grid and network end-to-end problems. User support relies on a central helpdesk, which is a regional support system with central coordination. It gives access to user documentation and support, and to a problem ticketing system. b. Triage of tickets entering the central user support system (also known as ticket processing management in EGEE), consists in the monitoring and routing of all active tickets in the Grid user support system by Grid and VO experts, who are responsible of addressing the problems to the appropriate second-line specialized support units.

O-E-8

Gathering of requirements for user support tools and process - mandatory

Tools and the process for user support are designed to meet the requirements of customers taking input from NGIs, VOs and resource centres. Additional requirements may arise with the evolution of the middleware stacks in use, and with the support of new user communities. EGI.org is responsible of the coordination of this process.