# Presentation: 872703

## Computing DivisionHelpdesk Activity Report

- Rick Thies
- May 23, 2006

## DOE Certificate RA’s

- Helpdesk staff are Grid Registration Authorities (RA’s) and approve DOE Grid Certificate requests for FNAL and portions of PPDG.
- Approval process for each request is usually ~5 minutes pending on how many databases need to be searched.
- Some requests for experiments (i.e. CDF and Dzero are sent to a local mail list may take a few days for a responses.
- As RA’s share the PPDG affiliation, some portion of requests are delayed where a Helpdesk RA is expecting another PPDG RA to pick-up the request.  These are usually sorted with email.

## DOE Certificate RA’s

- Helpdesk has seen 1,165 requests come via mail this calendar year through the DOE Grid ESNet process.
- Our Helpdesk group has acted on 256 (22%) of these requests.
- The Grid affiliation PPDG along with a few others are being phased out.
- The replacement acronym being planed for production by July is OSG.
- Rick is reviewing draft policy with Doug Olson, to understand affect of changes.
- I expect this will enhance our process as Grid Support Centers will be added to requests.

## OSG Support Center

- In the OSG world, CD Helpdesk is listed as contact for several support centers.
- FermiGrid and USCMS support centers have been active for sometime.
- SDSS, CDF and DZero support centers are just getting started.
- The FermiGrid support centers have other groups that triage and fix problems.
- The Helpdesk is the routing mechanism.
- Through Remedy automation Rick has setup the assignment of problems to the support centers within the FermiGrid and USCMS.
- Other than Grid certificate approvals, Helpdesk staff to date are quite immune to Grid issues.

## OSG Support Center

- There has been activity creating Remedy accounts and training for people at FNAL and ~9 universities.
- These people are working with tickets relating to Grid issues.
- Most recently trained people are Shaowen Wang and company at the University of Iowa, working with USCMS.
- Others that have been trained range from Caltech to MIT and University of Wisconsin to University of Florida.
- In 2005 there were 89 Remedy Grid tickets.
- To date (5/19/06) there have already been 139 tickets.

## OSG Support Center

- Remedy (FNAL) and FootPrints (OSG) activity.
- Last year the first phase of pushing our Remedy tickets to the OSG FootPrints tracking software was completed.
- May 2006 the first version was completed where tickets from either software are pushed to create, update and resolve tickets in both directions.

## Tel*Assist Answering Service

- Tel*Assist has been serving after hour’s Helpdesk calls for 22 months.
- 279 Remedy tickets have been created having to do with after hour’s calls.
- About 66% of these tickets have been legitimate calls.
- Average 12 calls a month.
- Occasional problems having a high impact with work like an off site fiber cable being cut cause many calls bunched in one time period.
- Though many of these calls have gone well, those that don’t rise up and cause flurries of extra work.

## Tel*Assist Answering Service

- Nearly completed is a major re-write of this process to improve on the calling out what is supported and is expected to reduce troubles clients have had.
- A web page with useful information about the process will be marketed in an attempt to enable people to leverage the service with a higher rate of success.
- Client will need to provide their Fermi ID number where the service will verify name and phone.
- List of common elements that are and are not supported.
- List of off hour’s Keywords.

## Tel*Assist Answering Service

- Other Enhancements with new after hour’s process
- Clients will no longer listen to extensive phone messages.
- Clients will only need to call 2345 and press 2 *(Options for CD staff off hour’s are separated).*
- Tel*Assist agent receiving call will always create Remedy ticket giving client the number as call concludes. *(current model agent taking call passes data to another agent who cuts the ticket)*

## Tel*Assist Answering Service

- Exceptions for ticket number will be delayed when Helpdesk is called to interact.
- Either way client receives email notification with ticket number.
- _CD Staff_
- Separate web pages with off hours information will be posted
- Off hour’s phone options for CD are separated from client issues.

## Remedy Metrics 2005

## Remedy Metrics 2005

## Remedy/Misjob Metrics 2005

## Remedy Metrics 2005

## Goals Not Obtained (Yet!)

- BCM400 Helpdesk phone switch
- Setup web server for reports
- Get Unified Messaging to run again
- Telalert expansion with phones
- Review/search for pager replacements

## Helping The Helpdesk

- Remedy and other manual tasks consume work cycles
- Staff spends a lot of time cutting & pasting data
- Maintaining Remedy forms for systems, pager schedules and staff changes.
- Client and CD staff email
- Accounts (Kerberos, mail, windows, crypto cards, etc.)
- Validating individuals
- Verifying and entering Database information and forms to complete new accounts
- Databases & forms accessed & updated for accounts CNAS, UserDB, Crypto Card Excel spreadsheet, CMS special principle, etc.

## Helping The Helpdesk

- Remote Account Request Form
- This process is tightly tied to Users Office due with ID #’s.
- This added cycles to helpdesk work where there was previously no involvement.
- Hardware Service
- Additional time used when Misjob data is not up to date
- Waiting on task numbers, location, serial numbers, etc.
- Checking system warranties
- Keeping NGOP/Remedy in sync

## 
Remedy
Leverage all CD staff to use forms
Have client email replies directly update tickets
Revamp Remote account request form
Process to automate and have system administrators maintain systems, pager schedules and staff changes
Complete TelAlert project to leverage phones instead of pagers
SDSS, CDF and others are waiting

- Remedy
- Leverage all CD staff to use forms
- Have client email replies directly update tickets
- Revamp Remote account request form
- Process to automate and have system administrators maintain systems, pager schedules and staff changes
- Complete TelAlert project to leverage phones instead of pagers
- SDSS, CDF and others are waiting

- Helping The Helpdesk***Possible Remedies***

## Helping The HelpdeskPossible Remedies

- Accounts (Kerberos, mail, windows, crypto cards, etc.)
- Develop plan to automate process
- Pre-certify clients have accounts available when clients start
- Hardware Service call automation *(project development is underway)*