TicketExchangeGOCGGUS26Nov08

• Attending: Michael Ernst, Rob Quick, Kaushik De, Rob Gardner, Kyle Gross, Arvind Gopu

Background

Meeting to discuss trouble ticket exchange between GGUS and OSG-GOC.

• Discussion at GDB, talk about GGUS ticket distribution: http://indico.cern.ch/conferenceDisplay.py?confId=20235
• From Rob Quick:

I don't see adding and extra GGUS option to OIM as necessary. With recent modifications to the OSG-GUSS exchange, an ATLAS ticket opened in GGUS should find itself in the BNL RT within minutes. At this point I think it still takes a manual move to the proper tier2 queue in remedy, but this is dependent on ATLAS remedy and has little to do with GGUS or the OSG ticket.

Site admin email information is available to all registered OIM users. Another way to directly open a ticket an get an immediate copy is to use the new GOC ticket form at https://oim.grid.iu.edu/gocticket/resource and selecting the proper resource short name.

Discussion

• Can we route from OSG GOC directly to sites? Messages from GGUS are very vague.
• Easiest to make the decision on the submitter side.
• How can a shifter at CERN specify a particular Tier 2 in the US cloud. How could this be implemented?
• Want to continue to use the OSG GOC.
• Would like to avoid registering our sites with GGUS.
• We're discussing the case of shifters, not individual users.
• On the GGUS side, need to provide additional information to specify the site before sending the ticket onto OSG. Will take a bit of development. Still might depend on ticket process manager on-call.
• On the OSG side, direct to the specific BNL RT queue for the site or federation.
• Structured messages might improve exchange between systems, investigating.

Systems

The ticket is available here online: https://gus.fzk.de/ws/ticket_info.php?ticket=44099

I've not received any acknowledgment or anything but that might be because I left the notification choice to the default value of "On solution".

Cheers, Arvind

On 11/26/2008 10:29 AM, Arvind Gopu pondered: And here's an example of what I am talking about:

https://oim.grid.iu.edu/gocticket

See https://oim.grid.iu.edu/gocticket/resource

On 11/26/2008 10:27 AM, Arvind Gopu pondered:

https://gus.fzk.de/pages/ticket.php?gotopg=home

That form is quite complicated but it does not appear to have any site listing. The user can manually enter a site name ...

But that's bound to fail most of the time if we want to do an automated system.

So unless GGUS is able to do something as follows:

1) User selects "This is an OSG issue" 2) User gets to select "Site" on a drop down

it'll be hard to make this system more fail-safe.

Cheers!

Action Items

• Rob Quick will speak with Gunter and Nick today about getting the resource / site / federation fields added to GGUS, for the ticket process manager on-call.
• Second step is the redirection to specific RT queues at BNL. Rob Quick will consult RT experts at BNL, but this may be simplified since its an email contact point. Will require testing.
• Follow-up once we get more information from the GGUS side.

-- RobertGardner - 26 Nov 2008