From EGIWiki
Revision as of 14:14, 26 May 2011 by Jcoles (talk | contribs)
Jump to: navigation, search

GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


Responsible Unit
ROC UK/Ireland
GGUS (Operations Helpdesk by TPM)

What is the purpose of the ROC UK/Ireland Support?

The purpose of the UKI ROC support group is to provide support for grid site operations (deployment and management) and provides a first point of call for user issues to the UK and wider EGEE communities. The UKI ROC manages tickets for 19 EGI active UK sites and a number of National Grid Service sites currently outside of EGI. Some sites, such as the main UK WLCG site (RAL Tier1) have an internal ticket management system which can receive direct help requests or more typically take requests for support via the UKI ROC. The helpdesk for the UKI ROC is provided by the National Grid Service and runs on Footprints.

For which components does ROC UK/Ireland provide support?

As a provider of grid resources the support group is able to direct tickets to experts in site deployment and operations areas. For example to help resolve problems encountered by users of a UK based WMS, top-level BDII or a specific site middleware component such as CE, SE or UI. Additionally the UK hosts grid wide service components such as VOMS, the main GOCDB and the APEL database and can therefore help with issues encountered in these areas. Where a VO is supported in the UK and no VO support is available to the user of that VO, the UK support team will help to either resolve the issue encountered or provide support in identifying people who can help.

Which quality of service (QoS) will you provide?


Who will assign tickets to ROC UK/Ireland Support?

Typically tickets are assigned to the support unit by GGUS Ticket Process Managers (TPMs) and then assigned to individuals/sites/resource providers/VO managers by UK 1st level support team members. The tickets may be created by general grid users, other support groups or country support or members of the UK operations on-duty team (who regularly check monitoring results to ensure problems are picked up quickly). Grid managers and regional coordinators and experts also play a role in the actual assignment of tickets within the ROC.

Are tickets typically solved in ROC UK/Ireland Support or reassigned elsewhere?

Tickets are usually solved within the GGUS system by 2nd and 3rd level regional support. 2nd level are site administrators and responsibles to whom the ticket gets assigned. Where an internal ticketing system is used, such as at the WLCG Tier-1 RAL-LCG2, the problem is resolved internally with updates and the final solution appearing in the GGUS unit ticket. If the problem is traced to a lower level issue, such as a middleware bug, then the ticket is reassigned within GGUS with a link to any associated Savannah bug tracking tickets.

Who is responsible for ROC UK/Ireland Support?

Questions about the UKI ROC helpdesk can be sent to the regional manager's John Gordon and Claire Devereux. John Walsh in Dublin coordinates for Ireland.

What documentation is available on ROC UK/Ireland Support?

Further information and links on UK and wider support can be found on the GridPP website at

What is the usual "Type of Issue" for the tickets of ROC UK/Ireland?



No comments.

What if I have questions which are not dealt with by this FAQ?

Open a GGUS ticket indicating that it should be directed at the ROC UK/Ireland team.


See also

Irish NGI