TeraGrid Operations Center Monthly Report
July 2007
Mike Pingleton
TeraGrid Operations Center Monthly Report for July 2007
A total of 504 TeraGrid-related tickets were created this July, compared to 378 created in
July 2006, an increase of 33%. A total of 534 tickets were closed in the month of July.
After a noticeable increase in the open ticket margin in May and June, July saw a drop in
the number of open tickets (see Fig1).
199 tickets were resolved by the TeraGrid Operations Center during the month, a 73%
increase over the 115 tickets resolved in June 2006. The front-line resolution rate for the
TOC stood at 39% for the month.
81 tickets were generated in July via the User Portal, representing 16% of all tickets
created during the quarter. There were 39 Portal password reset requests (7% of the total,
48% of Portal tickets). In July, 42 Consulting tickets were created (8% of the total, 52%
of Portal tickets).
The number of tickets created from calls received over the TeraGrid toll-free line
dropped to 38 after several months of increases (see Fig 2). Phone tickets for the month
represented 8% of the total ticket volume.
The addition of NCAR’s ‘Frost” as a TeraGrid resource at the end of July prompted Mike
Pingleton to visit the Mesa Lab facility on July 12th. Mike gave a presentation on the
ticketing system and the TeraGrid problem resolution structure to Dick Valent and his
user services team. The visit went very well, and NCAR can be considered as integrated
into the problem resolution process. Ticket volume for NCAR will be low at first, but
can be expected to increase over time.
A total of 18,121 Knowledge Base documents were accessed in July, an increase of 13%
over June. 5 new documents were created, and 19 existing documents were updated (see
Figs 3, 4, & 5). There were 136 KB documents at month’s end. For a breakdown of top
accesses and search topics, see Fig 6.
Open Ticket Margin, YTD thru July
450
400
350
300
250
200
150
100
50
0
1
2
3
4
5
6
7
8
9
10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Opened This Week
(Fig 1)
Closed This Week
Open at Week's End
User Portal and Phone Tickets thru July 2007
100
90
80
70
60
50
40
30
20
10
0
Jan
Feb
Mar
Portal Tickets
(Fig 2)
Apr
May
Phone Tickets
June
July
(Fig 3 )
(Fig 4)
(Fig 5)
Top Fifteen Accessed KB Documents in July
How do I check on my reservations for computing time?
What is a certificate?
How can I compare queues on machines at different sites?
In Windows using Putty, how do I set up my TeraGrid account for easy access?
In Windows using SSH Secure Shell, how do I set up my TeraGrid account for easy access?
In Mac OS X or Unix, how can I set up my TeraGrid account for easy access?
Using Windows, how do I set up X.509 certificates for TeraGrid access with Putty?
What is the Network Weather Service?
How do I get a certificate proxy?
What is Condor-G, and where can I learn how to use it on the TeraGrid?
If I forgot my password, what should I do?
How can I tell if a TeraGrid resource is available?
New features in TeraGrid ticket system
What visualization and analysis resources are available on the TeraGrid?
What computer clusters are available on the TeraGrid?
Most frequently searched topics in July that returned a document
TeraGrid Knowledge Base
lonestar
software
cross site run
simulation
su
PSC
get a certificate
ctss
gridftp
login host
hardware
IU RATS
san diego
Some searched topics in July that DID NOT return any documents
transfer units
query
processors Tungsten
allocation extension
catfish
chaos theory
(Fig 6)