Difference between revisions of "EGI Core activities:2013-bidding Incident management helpdesk"

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(Introduction)
(Technical description)
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= Technical description =
 
= Technical description =
 +
The GGUS system is divided into three environments: development, test and production environment. Every environment includes three layers:
 +
* Presentation  - web frontend to provide the entry point for the graphical user interface;
 +
* Logic - AR Server which executes the workflow rules and performs the main tasks. AR Server is providing the communication interface between external systems and is accompanied by the email-engine to provide the additional mail-based interface into the helpdesk system;
 +
* Backend - ticket database under Oracle DBMS and user database under MySql DBMS (will be moved to Oracle soon).
 +
 
This service includes the following components.
 
This service includes the following components.
  
 
== Coordination ==
 
== Coordination ==
 
This activity is responsible of the coordination of the system operation and upgrade activities with those partners that are in charge of operating other systems that depend on it.
 
This activity is responsible of the coordination of the system operation and upgrade activities with those partners that are in charge of operating other systems that depend on it.
 +
Coordination with user communities, technology providers and operators is provided by the GGUS Advisory Board.
  
 
== Support ==
 
== Support ==
Support through the EGI helpdesk about
+
Support is provided through the EGI helpdesk itself
 
+
* to users and operators of helpdesk systems integrated with GGUS about bugs and incidents affecting the GGUS system itself
Support about ... is out of scope and is part of activity ''2nd level support (core platform)''.
+
* to the operators of integrated (or to be integrated) helpdesks about GGUS interfaces and testing activities
 +
* to users of GGUS about the functionality provided by GGUS
  
 
'''Support hours''': eight hours a day (9-17 CE(S)T), Monday to Friday – excluding public holidays of the hosting organization.
 
'''Support hours''': eight hours a day (9-17 CE(S)T), Monday to Friday – excluding public holidays of the hosting organization.
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== Operation ==
 
== Operation ==
 
* Daily running of the system
 
* Daily running of the system
 +
* Support Unit maintenance
 
* Provisioning of a high availability configuration
 
* Provisioning of a high availability configuration
 
* A test infrastructure to verify interoperability and the impact of software upgrades on depending systems
 
* A test infrastructure to verify interoperability and the impact of software upgrades on depending systems
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* coordination of software maintenance activities with other technology providers that provide software for the EGI Core Infrastructure or remote systems deployed by integrated and peer infrastructures that interoperate with the central EGI components of the system.
 
* coordination of software maintenance activities with other technology providers that provide software for the EGI Core Infrastructure or remote systems deployed by integrated and peer infrastructures that interoperate with the central EGI components of the system.
 
* requirements gathering
 
* requirements gathering
 +
* documentation
  
 
= Service level targets =
 
= Service level targets =
 
*Minimum availability/reliability: ..%/..%
 
*Minimum availability/reliability: ..%/..%
 
*Response to incident records in GGUS within support hours: [[FAQ_GGUS-PT-QoS-Levels#Medium_service| Medium]] (see https://wiki.egi.eu/wiki/FAQ_GGUS-PT-QoS-Levels#Medium_service)
 
*Response to incident records in GGUS within support hours: [[FAQ_GGUS-PT-QoS-Levels#Medium_service| Medium]] (see https://wiki.egi.eu/wiki/FAQ_GGUS-PT-QoS-Levels#Medium_service)

Revision as of 20:29, 3 July 2013


Go back to the activity list.

  • Service name: Incident Management Helpdesk (GGUS)
  • Service category: Operations
  • Service type: Coordination, operation and maintenance

GGUS is part of the EGI Collaboration Platform and is needed to support users and infrastructure operators.

Introduction

EGI provides support to users and operators through a distributed helpdesk with central coordination (GGUS). The central helpdesk provides a single interface for support. The central system is interfaced to a variety of other ticketing systems at the NGI level in order to allow a bi-directional exchange of tickets.

Technical description

The GGUS system is divided into three environments: development, test and production environment. Every environment includes three layers:

  • Presentation - web frontend to provide the entry point for the graphical user interface;
  • Logic - AR Server which executes the workflow rules and performs the main tasks. AR Server is providing the communication interface between external systems and is accompanied by the email-engine to provide the additional mail-based interface into the helpdesk system;
  • Backend - ticket database under Oracle DBMS and user database under MySql DBMS (will be moved to Oracle soon).

This service includes the following components.

Coordination

This activity is responsible of the coordination of the system operation and upgrade activities with those partners that are in charge of operating other systems that depend on it. Coordination with user communities, technology providers and operators is provided by the GGUS Advisory Board.

Support

Support is provided through the EGI helpdesk itself

  • to users and operators of helpdesk systems integrated with GGUS about bugs and incidents affecting the GGUS system itself
  • to the operators of integrated (or to be integrated) helpdesks about GGUS interfaces and testing activities
  • to users of GGUS about the functionality provided by GGUS

Support hours: eight hours a day (9-17 CE(S)T), Monday to Friday – excluding public holidays of the hosting organization.

Operation

  • Daily running of the system
  • Support Unit maintenance
  • Provisioning of a high availability configuration
  • A test infrastructure to verify interoperability and the impact of software upgrades on depending systems

Maintenance

This activity includes:

  • core refactoring, bug fixing, proactive maintenance, improvement of the system
  • coordination of software maintenance activities with other technology providers that provide software for the EGI Core Infrastructure or remote systems deployed by integrated and peer infrastructures that interoperate with the central EGI components of the system.
  • requirements gathering
  • documentation

Service level targets