ITGT-GGUSSNOW < ITGT

ITGT Web>ITGT-GGUSSNOW (2012-06-04, MariaALANDESPRADILLO) (raw view)

---+!! IT-GT in GGUS and SNOW

<div style="float:right; text-align:right;"> 
%TABLE{sort="off"  tableframe="all"  tableborder="2"  databg="#FFF8C6" dataalign="right" cellspacing="0"}%
|*Quick links*|
| [[https://cern.service-now.com][SNOW]] |
| [[https://cern.service-now.com/service-portal/news.do][SNOW Release Notes]] |
| [[https://cern.service-now.com/service-portal/][CERN Service Portal]] |
| [[https://services.web.cern.ch/][CERN Service Management web page]] |
| [[http://ggus.org/][GGUS]] |
</div>


%TOC%

---++ Introduction

IT-GT is involved in the EMI and EGI projects where [[http://ggus.org][GGUS]] is the tool used to track user incidents for grid infrastructures like WLCG or EGI.

On the other hand, CERN has its own tool to manage incidents. It's called Service Now, or [[https://cern.service-now.com][SNOW]]. IT-GT must use SNOW as any other group within IT.

In order to be able to use SNOW and GGUS at the same time, both tools are integrated. Check the following sections to understand all the details of this integration.

---++ Support Units vs Functional Elements

GGUS groups of experts are organised in what it is called =Support Units= or =SUs=. On the other hand, in SNOW, groups of experts are organised in what it is called =Functional Elements= or =FEs=. In order to integrate GGUS and SNOW, SUs and FEs belonging to IT-GT must have the same name. In IT-GT we have the following SUs/FEs:

   * IT-GT-DMS
      * !D4ScienceII Technical Services
      * DPM Development
      * FTS Development
      * lcg_util Development
      * LFC Development
   * IT-GT-SL
      * EMI QA
      * EMI Testbeds
      * ETICS
      * gLite Release Pages and Repository
      * gLite UI
      * gLite VOBOX
      * gLite WN
   * IT-GT-TOM
      * !GridView/Availabilities
      * GStat
      * Information System Development
      * SAM/Nagios 
      * SAM Development (Not synchronised with GGUS)
      * Messaging Software from CERN (Not synchronised with GGUS)
      * Messaging Software from Third Parties (Not synchronised with GGUS)
      * REBUS technical support (Not synchronised with GGUS)

All grid users must use GGUS to report any incident in the grid. Moreover, CERN users that are in turn grid users of any of our services, must also use GGUS to report any incident. This is what we have specified in the [[https://cern.service-now.com/service-portal/][CERN Service Portal]] for each of our functional elements. See snapshot screen example of the Service Portal below:

<img src="https://twiki.cern.ch/twiki/pub/ITGT/ITGT-GGUSSNOW/snapshot-service-portal.jpg" width='600' height='400' />

---++ IT-GT Incident Management Use Cases

IT-GT incident management in GGUS and SNOW is represented in the picture below:

<img src="https://twiki.cern.ch/twiki/pub/ITGT/ITGT-GGUSSNOW/incident_management_overview.jpg" width='600' height='400' />

The entry point for grid users, as far as IT-GT SUs/FEs is concerned, is always GGUS. First level and second level support is given by the EGI project (except for some SUs in IT-GT-TOM and IT-GT-SL where we are already second level support). Once a GGUS ticket is assigned to one of our SUs, this ticket is automatically created in SNOW. The ticket in SNOW doesn't go through the first level support, which is the CERN Service Desk, but instead it directly gets assigned to the proper functional element. This is because the first/second level support has already happened in GGUS, so it's not necessary to _lose_ more time in SNOW. Moreover, the first and second level support in GGUS is already specialised in the grid, whereas the CERN Service Desk is not, so the ticket will go directly to the experts once it's created in SNOW. 

IT-GT will only use SNOW as the unique interface to manage incidents. 

In the following sections, we describe in more detail the interaction between GGUS and SNOW for specific use cases that have been identified in IT-GT SUs/FEs.

---+++ Incidents that don't require a change

   * *Description*: Incident that can be resolved immediately. 
   * *Affected SUs/FEs*: All.
    * *Workflow example*: Middleware incident.

<img src="https://twiki.cern.ch/twiki/pub/ITGT/ITGT-GGUSSNOW/Use_Cases_IT-GT_1.jpg" width='600' height='900' />

---+++ Incidents that require a change

   * *Description*: Incident that can only be resolved by implementing a change. In the case of the middleware, a bug is opened in Savannah and reported back to the GGUS ticket. In the case of ETICS and IT-GT-TOM, a ticket is opened in Jira and reported back to the GGUS ticket.
   * *Affected SUs/FEs*:  =DPM Development=, =FTS Development=, =lcg_util Development=, =LFC Development=, =ETICS=, =gLite UI=, =gLite VOBOX=, =gLite WN=, =GridMap=,  =GridView/Availabilities=, =GStat=, =Information System Development=, =Messaging=, =SAM Operations=, =SAM/Nagios=.
   * *Workflow example*: Middleware incident with a proposal of mapping fields.
<!--   * *Tracked in*: [[https://savannah.cern.ch/support/?119580][#119580]]. -->

<img src="https://twiki.cern.ch/twiki/pub/ITGT/ITGT-GGUSSNOW/Use_Cases_IT-GT_2.jpg" width='700' height='900' />

---+++ Incidents for GGUS SUs including non CERN supporters

   * *Description*: Incident that is assigned to a SU with non CERN supporters.
   * *Affected SUs/FEs*: =EMI Testbeds=, most of the IT-GT-TOM section who have external supporters.
   * *Notes*: If a CERN supporter wants to directly assign a ticket to a non CERN supporter, GGUS needs to be used since SNOW doesn't know about non CERN users. Until GGUS notifications are enabled (see [[https://savannah.cern.ch/support/index.php?124433][#124433]]), please tell the external supporters to add themselves in the CC field of the GGUS ticket or add them yourselves as soon as a new SNOW ticket is assigned to your FEs.
   * *Workflow example*: Middleware incident solved by the non CERN supporter.
<!--   * *Tracked in*: [[https://savannah.cern.ch/support/?119584][#119584]]. -->

<img src="https://twiki.cern.ch/twiki/pub/ITGT/ITGT-GGUSSNOW/Use_Cases_IT-GT_3.jpg" width='700' height='900' />

---+++ Incidents that eventually should be assigned to non CERN GGUS SUs

   * *Description*: Incident that is assigned to a CERN SU but thay eventually needs to be solved by a non CERN SU.
   * *Affected SUs/FEs*: All.
   * *Tracked in*: [[https://savannah.cern.ch/support/?124450][#124450]]. 
   * *Workflow example*: Middleware incidents that finally needs to be solved by a non CERN SU.

<img src="https://twiki.cern.ch/twiki/pub/ITGT/ITGT-GGUSSNOW/Use_Cases_IT-GT_4.jpg" width='700' height='900' />

---+++ Incidents that eventually should be assigned to a different CERN GGUS SU

   * *Description*: Incident that is assigned to a CERN SU but that eventually needs to be solved by a different CERN SU.
   * *Affected SUs/FEs*: All.
   * *Tracked in*: [[https://savannah.cern.ch/support/index.php?124524][#124524]]. 
   * *Workflow example*: Middleware incidents that finally needs to be solved by a different CERN SU.

<img src="https://twiki.cern.ch/twiki/pub/ITGT/ITGT-GGUSSNOW/Use_Cases_IT-GT_5.jpg" width='700' height='900' />



---++ State mappings

The table below shows the state mappings between GGUS and SNOW. 

Note for EMI supporters: for more information on how tickets should be dealt with according to EMI User Support task, please, refer to [[https://twiki.cern.ch/twiki/bin/view/EMI/TSA15][EMI User Support]]. GGUS-SNOW integration respects the states defined by EMI User Support:

| GGUS | SNOW |
| Assigned | Assigned |
| In progress | In progress | 
| Waiting for reply | Waiting for user |
| On hold | Waiting for change |
| Reopened | Assigned |
| Terminal States | ^ |
| Solved | Resolved. *Closed Code*: =Restored=, =Restored (workaround)= |
| Unsolved | Resolved. *Close Code*: =Not restored by decision of=, =Not reproducible=, =Refused=, =Work as designed= |

Note that there is no *duplicated* state in GGUS nor SNOW. The suggestion is to use the close code =Refused= in SNOW and state in the notes =This is a duplicate of ticket INCXXXXXX=.

<!--
---++!! Testing instances

In order to test GGUS-SNOW integration, please, use the following instances:

   * [[https://train.ggus.eu/pages/home.php][GGUS Test Instance]]
   * [[https://cerntest.service-now.com][SNOW Test Instance]]
   * Available testing SUs/FEs for IT-GT: Note that not all of IT-GT FEs are present in the test instance of SNOW. Moreover, some of the FEs present in the test instance of SNOW are obsolete, so use one of the FEs below for your tests:
      * GStat
      * gLite UI
      * LFC Development
      * EMI QA

*Note* that the Testing instance and the Production instance of SNOW are not synchronised in terms of functionality. This is done on a regular basis. Last update took place on: =Unknown=. (IT-GT has requested an update to test the latest introduced features on 08.04.2011).
-->

---++ Documentation

   * [[https://twiki.cern.ch/twiki/pub/ITGT/ITGT-GGUSSNOW/ITIL_news_Jan11.ppt][SNOW training for IT-GT supporters]] on January 2010.
   * [[https://twiki.cern.ch/twiki/pub/ITGT/ITGT-GGUSSNOW/ITIL_news_Oct10.ppt][ITIL news for IT-GT]] on October 2010.
   * [[https://twiki.cern.ch/twiki/pub/ITGT/ITGT-GGUSSNOW/IT-GT_presentation_service_desk.ppt][IT-GT presentation given to CERN Service Desk]] on 03.10.2010.
   * [[https://twiki.cern.ch/twiki/pub/LCG/WhiteAreas/ITIL.ppt][ITIL overview]] by John Shade on the White Area Lectures on June 2008.

Attachments

Topic attachments
I	Attachment	History	Action	Size	Date	Who
ppt	IT-GT_presentation_service_desk.ppt	r1	manage	3386.5 K	2011-03-08 - 18:37	MariaALANDESPRADILLO
ppt	ITIL_news_Jan11.ppt	r1	manage	4651.0 K	2011-03-08 - 18:37	MariaALANDESPRADILLO
ppt	ITIL_news_Oct10.ppt	r1	manage	3520.0 K	2011-03-08 - 18:37	MariaALANDESPRADILLO
jpg	Use_Cases_IT-GT_1.jpg	r3 r2 r1	manage	62.7 K	2011-11-15 - 18:59	MariaALANDESPRADILLO
jpg	Use_Cases_IT-GT_2.jpg	r1	manage	82.1 K	2011-09-14 - 16:30	MariaALANDESPRADILLO
jpg	Use_Cases_IT-GT_3.jpg	r5 r4 r3 r2 r1	manage	86.6 K	2011-11-17 - 15:18	MariaALANDESPRADILLO
jpg	Use_Cases_IT-GT_4.jpg	r2 r1	manage	58.1 K	2011-10-26 - 13:52	MariaALANDESPRADILLO
jpg	Use_Cases_IT-GT_5.jpg	r1	manage	57.1 K	2011-10-26 - 13:52	MariaALANDESPRADILLO
jpg	incident_management_overview.jpg	r5 r4 r3 r2 r1	manage	100.7 K	2011-05-19 - 16:56	MariaALANDESPRADILLO
jpg	snapshot-service-portal.jpg	r1	manage	161.9 K	2011-03-08 - 16:20	MariaALANDESPRADILLO

Topic revision: r41 - 2012-06-04 - MariaALANDESPRADILLO

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