Document: 2000

FAQ

FOR

ROC S

Version

Authors

Date

Comments

0.5 0.4 0.3 0.2 0.1

Alistair Mills Alistair Mills Alistair Mills Alistair Mills Alistair Mills

20/07/2005 13/06/2005 07/06/2005 19/05/2005 11/05/2005

Minor revision Minor revision Minor revision Minor revision First draft

2001 What is the purpose of ROC support? 2002 How many tickets have to be dealt with by a ROC each week? 2003 How does a ticket arrive for ROC? 2004 What does the ROC manager have to do? 2005 What does the person dealing with ROC support have to do? 2006 How quickly does the ticket have to be deal with once assigned to ROC? 2007 What documentation is available? 2008 What training is available? 2009 What if I have questions not dealt with in this FAQ?

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Item 2001

Question Answer What is the purpose of the ROC support groups? The purpose of ROC support is to deal with the first line of support within its region. The ROC is expected to deal with all problems in its region including: - operational problems; - user problems; - deployment problems. The purpose of this document is to state some principles which are applicable to all of the ROCs. This avoids the need to provide similar information in the description of each of the ROCs.

2002

How many tickets have to be dealt with by a ROC each week? At present, we estimate the number of tickets per ROC to be of the order of 10 per week.

2003

How does a ticket arrive for ROC? This depends on the ROC. Some of the ROCs operate their own helpdesk infrastructure. So ROCs use only the helpdesk operated by GGUS. Where the ROC operates its own helpdesk, it is interfaced to GGUS through a ticket exchange mechanism. The current status is: 01 UKI Uses GGUS for ticketing - planning to integrate its Footprints installation with GGUS in Autumn 2005; 02 FR Uses GGUS for ticketing - planning ?; 03 CE Has its own 1-or-0 system integrated with GGUS; 04 SE Has its own 1-or-0 system integrated wth GGUS; 05 SW Has its own 1-or-0 system integrated with GGUS; 06 CERN Has its own helpdesk system, but uses GGUS for grid problems. No plan for further integration; 07 IT Has its own 1-or-0 system integrated with GGUS; 08 RU Has it own 1-or-0 system integrated with GGUS; 09 DCH Has it own GGUS like system integrated with GGUS; 10 NE 11 AP ?; ?.

There are documents which describe each of the ROCs individually. These are part of this series of FAQs. 2004 What does the ROC manager have to do? The ROC manager is responsible for the operation of the helpdesk. He may however nominate a deputy for this purpose. The ROC manager must agree the FAQ which describes his ROC and ensure that GGUS is aware of any significant changes. 2005 What does the person dealing with ROC support have to do?

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The person dealing with providing support at the ROC is expected to operate the help desk system in a timely manner, and to report any problems. 2006 How quickly does the ticket have to be deal with once assigned to ROC? When a ticket is assigned to a ROC, the ROC is expected to deal with it in a timely manner. An timeout period is set when the ticket is assigned. If the ticket is not closed within the timeout period, then a reminder is sent to the ROC. 2007 What documentation is available? There is a collection of documents available describing the operations of GGUS. These documents are available in a number of formats. There is a documentation index. This document is part of that series of documents.

http://egee-docs.web.cern.ch/egee-docs/list.php?dir=.\support\documentation\pdf\& The documents have numbers from 1000 onwards in steps of 100. The documents of most relevance are the following:
• • • • 1100 Tutorial on GGUS HelpDesk System; 1200 GGUS Workflows; 1300 Short guide for the support staff; 2000 FAQ on ROC (this document).

The most important document about using the helpdesk system at GGUS is document 1200. 2008 What training is available? In EGEE, training is provided by NA3. However as we are developing the support function within EGEE, you must read the documentation set to get up to date information. When the arrangements for support are working well and not changing, then it may be possible to develop training materials such as e-training material. 2009 What if I have questions not dealt with in this FAQ? You can ask a question of GGUS by submitting a trouble ticket to GGUS via the GGUS portal. 2010 What do I need to be a supporter working with GGUS? You must have a current, valid digital certificate from a recognised CA. 2011

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