The XSEDE ticket system: from concept to implementation

In this paper we examine the process of designing and deploying a replacement for the old XSEDE ticket system. We look at each step, from initial concept to final deployment. The impact of XSEDE and service provider-specific policies and needs is outlined along with the final implemented global policies. We review the software and technologies under consideration along with a detailed analysis of the chosen solution. Deployed in May, 2013, the new ticket system is based on Request Tracker by Best Practical. We utilized distributed configuration management to speed deployment and arrange for rapid failover transitions providing increased uptime and ease of management between the National Institute for Computational Sciences and the Texas Advanced Computing Center. Novel high availability practices will deliver a near 100% uptime for the deployed system. We discuss future plans to deploy a federated interface that will allow the various Service Providers to update the central XSEDE ticket system directly from their local ticket systems. This federated interface will provide added functionality and will allow the XSEDE ticket system to tie into existing workflows at each Service Provider thus making it both a critical and agile service. Finally, we examine future directions the project can take in order to provide for the changing needs of the wider XSEDE community.