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Tiered Consulting Model

This document outlines the tiered consulting model for help desk management, detailing the processes involved in tier 1 through tier 3 support, including supercomputer administration, data analysis, and account management. It explains the procedures for checking Frost accounts, setting up HPSS accounts, and managing user requests. The guide also provides insights into ticketing systems, secure login services, and project account setups for efficient data movement and storage. Ideal for IT administrators and users seeking assistance in accessing and utilizing computing resources.

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Tiered Consulting Model

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  1. Tiered Consulting Model Juliana Rew & Linda La Brie

  2. Initial Point of Contact Help Desk (CPG) Primary External User Interface Tier 1 Help Desk Management Allocations Accounts Usage (AISG) Consulting User Services Teragrid Help Desk (CSG) Desktop/Client Support (DSG, WSST) Second tier Management Tier 2 Supercomputer Administration Mass Store Administration Research Data Tier 3 Data Analysis Web Engineering Teragrid Administration Enterprise Server Administration Enterprise Server Administration Applications

  3. HPSS Account Request MSSG Check for Frost account. If no Frost account, MSSG will ask user to open one and close ticket. If user has Frost account, MSSG will set up HPSS account. ExtraView Ticket SEC Set up Kerberos principal CPG CPG check Frost account CPG Fax kerberos principal & file in Y-faxes drawer MSSG Contact user and close ticket MSSG Check for Frost account. If no Frost account, MSSG will ask user to open one and close ticket. If user has Frost account, MSSG will set up HPSS account. CPGcheck for Frost account Frost Account Requests DBST Verify authorization of user. Add user to a Frost project - Frost account will be automatically created by ReSet and pushed to teragrid nodes. ExtraView Ticket CPG CPG Contact user ReSET Set up Frost account, contact user and close ticket. Teragrid Ticket

  4. Account Creation NCAR Allocation Start NFS Grant Project Account Creation Univ. Grant Sell GAUs Suggest review of New User packet CHAP Supers Frost New Focus on High-speed data movement and storage DASG Cluster MSS or HPSS Glade HPSS Data only

  5. Active Project Phase • TG Notes: • Similar for TG, except different • Ticketing system • Sometimes 2 sites involved • (e.g.) file Xfers • Secure Login Services • Cryptocards • Yubikey • Helpdesk Support • User Docs • Potal/GAUs • SSO HPSS • Supercomputing • Consulting Services • Dotfiles • Software • Debugging GLADEdoc VAPOR CCSM EV: Make 3-day Ticket wait before Standard? • ExtraView email enhancement • Kerberos

  6. Project Completion Completion Report Remove user account Finish MSS data disposal MSS/HPSS/Data-Only

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