Dave

I am slightly late in picking up on = this mail but I would like to point out that we do have a link to the GOSC. = You will find it under support on this page:

http://www.gridpp.= ac.uk/deployment/links.html

It has been there since February. = What we do not have is a decent query submission form linking off of the GridPP = site and a big button to press on the main GridPP page labeled = “Support”! We are actually working on this on the EGEE ROC side with the intention = that GridPP users have the same form presented on the site. The prototype = being developed is viewable here:

http://uki-dev.esc.rl.ac.uk/

This form submits a query directly = into the GOSC. I’m not happy with it at the moment which is why it is = not more visible.

Regards,

Jeremy

-----Origi= nal Message-----
From: David Britton [mailto:d.britton@imperial.ac.uk]
Sent: 17 June 2005 = 16:25
To: Tony Doyle
Cc: Geddes, NI (Neil); = Gordon, JC (John); Coles, J (Jeremy)
Subject: Re: = 6.2.1

Thanks = everyone for the discussion of 6.2.1. I have completed a ChangeForm (attached) based on = the input - I will take silence to mean that you are happy with the = text!

In the meantime, we need to ensure that this issue IS addressed in the = longer term - probably something for John to keep an eye on?

Dave.

Tony Doyle wrote:

Hi =
Dave,

   What currently exists =
is:

1. help forums (e.g. the one for dcache is =
active at the moment.

2. T2 support recognised =
e-mails

http://www.gridpp.ac.uk/con=
tact.html

3. plans to join related savannahs =
etc..

4. a link to

"Support for users is provided by the UK =
Grid Operations Support Centre."

from

http://www=
.gridpp.ac.uk/deployment/users/support.html

   This has been an ongoing =
discussion with Jeremy, {Phil Clark, Graeme

Stewart, Andrew McNab} on how to improve the =
T2 side - more the sysman

support level, which is where all the site =
problems are at the moment.

   John noted that GGUS should be =
used (and that we need to have UK

involvement in experiment VOs attached to =
this). As the experiments use

the Grid in different way, its (probably) =
clear on the ground that for

most end-users, this will (probably) be the =
main support mechanism.

   I agreed with Neil that we need =
some central user support and

hoped that this would be set up in parallel =
to the existing structures.

It probably has to link into =
GGUS.

   It would be good for planning =
purposes to have a timescale - is e.g.

6 months realistic? Is there an identified =
person taking all this on?

My impression is that this is (currently) =
little being done (but I'm

happy to be proven =
wrong).

Cheers, Tony

______________________________________________=
__________________________

Tony Doyle, GridPP Project =
Leader            =
Telephone: +44-141-330 5899

Rm 478, Kelvin =
Building           =
;            =
 Telefax: +44-141-330 5881

Dept of Physics and =
Astronomy           =
EMail: a.doyle@physics.gla.ac.uk

University of =
Glasgow           =
  Web: http://ppewww.ph.gla.ac.uk/~do=
yle

G12 8QQ, =
UK            =
;            =
    =
          Video - IP: =
194.36.1.32

______________________________________________=
__________________________

On Thu, 16 Jun 2005, David Britton =
wrote:

Hi Neil,

With respect to PM =
deliverable:

*6.2.1 Common GridPP/NGS helpdesk and problem =
tracking infrastructure

(**01-Jan-05**) *

 Metric:  Publically available helpdesk =
and problem tracking

infrastructure exists

You state that:

    The GOSC supported =
helpdesk is integrated with the emerging EGEE

    helpdesk infrastructure =
being developed across Europe. The central

    UK helpdesk is fully =
functional and will respond to GridPP help

    requests, although there =
is no formal "GridPP" connection. =
GridPP

    does not run an =
independent helpdesk system although lack of =
e.g.

    pointers from the GridPP =
home page  may in practice restrict direct

    requests. Through LCG, =
first line helpdesk support is provided by

    the experiments, with =
second level  support provided by the EGEE

    user support network of =
which the GOSC helpdesk is a part.

My question is, how does this relate to the =
information on the GridPP

website that directs users to contact helpdesk@gridpp.rl.ac.uk? =
and,

ultimately, does this mean the deliverable is =
done or not done?

Thanks, Dave.