GOC-TX: A Reliable Ticket Synchronization Application for the Open Science Grid

Abstract

One of the major operational issues faced by large multi-institutional collaborations is permitting its users and support staff to use their native ticket tracking environment while also exchanging these tickets with collaborators. After several failed attempts at email-parser based ticket exchanges, the OSG Operations Group has designed a comprehensive ticket synchronizing application. The GOC-TX application uses web-service interfaces offered by various commercial, open source and other homegrown ticketing systems, to synchronize tickets between two or more of these systems. GOC-TX operates independently from any ticketing system. It can be triggered by one ticketing system via email, active messaging, or a web-services call to check for current sync-status, pull applicable recent updates since prior synchronizations to the source ticket, and apply the updates to a destination ticket. The currently deployed production version of GOC-TX is able to synchronize tickets between the Numara Footprints ticketing system used by the OSG and the following systems: European Grid Initiative's system Global Grid User Support (GGUS) and the Request Tracker (RT) system used by Brookhaven. Additional interfaces to the BMC Remedy system used by Fermilab, and to other instances of RT used by other OSG partners, are expected to be completed in summer 2010. A fully configurable open source version is expected to be made available by early autumn 2010. This paper will cover the structure of the GOC-TX application, its evolution, and the problems encountered by OSG Operations group with ticket exchange within the OSG Collaboration.