Handling multiple sets of trouble tickets (TTs) originating from different participants in today’s GRID interconnected network environments poses a series of challenges for the involved institutions. Each of the participants follows different procedures for handling trouble incidents in its domain, according to the local technical and linguistic profile. The TT systems of the participants collect, represent and disseminate TT information in different formats. As a result, management of the daily workload by a central Network Operations Centre (NOC) is a challenge on its own. Normalization of TTs to a common format for presentation and storing at the central NOC is mandatory.
In the present work we provide a model for automating the collection and normalization of the TT received by multiple networks forming the Grid. Each of the participants is using its home TT system within its domain for handling trouble incidents, whereas the central NOC is gathering the tickets in the normalized format for repository and handling. Our approach is using XML as the common representation language. The model was adopted and used as part of the SA2 activity of the EGEE-II project.
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