building an in house support team
TRANSCRIPT
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Building an in-house Eclipse support team
Pascal Rapicault
Emilio Palmiero
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› Centralized team that packages, distributes and supports Eclipse for users across Ericsson
– 3 major releases/year (follow the release train)– 5 platforms (Windows 32/64, Linux 32/64, Solaris)– Many types of users, worldwide (10,000+)– Cater to different team needs– 3 full-time people
Who we are what we do
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› Grassroots movement to use Eclipse
› Trend gave rise to:– Start-up problems– Configuration issues– Inconsistencies within the teams– Getting support
› And so, our activities started (2006)– Economy of scale
How we came to be
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› Ease start-up
› Ease configuration
› Provide support
Our raison d’être
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› Produce in-house Eclipse distributions– Simple distro: Eclipse SDK, two support plug-ins, some tweaks– Custom distros for teams: domain specific IDEs– Single-user and Multi-user (shared) installs
Ease start-up
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› Make Eclipse distros available in shared space– AFS volumes for the *NIX platforms – Terminal Services on our IT Hubs for the Windows platforms
› Pros:– Easy to run– Consistency for all users– Easy to roll out changes
› Cons:– Users need to be told when to move to a new base– Issues with UNC paths in Windows
Shared deployment
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› Assembling your Eclipse distro obeys the 80/20 rule
– Detail-oriented task– If you need to patch, just build
what you need
› Need to test!
› Limitations with shared installs
– Ericsson sponsored the implementation of a Migration Wizard
Lessons learned
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› Unique update site for an eclipse “stream”– User-friendly categories– Pre-validated (no external reference)– Browsable content– Regularly refreshed
› One-click install of groups of plug-ins– Intended for teams– Ensures everybody has the same plug-ins
› Preferences distribution– Ensures everybody has the same preferences– Done at install time
Ease configuration
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› Update site in a runnable format and available in shared space
– Economy of space– Reduced install times– Share plug-ins beyond those available in the distro– Plug-ins loaded and bootstrapped from the common catalog– Ability to add your own plug-ins
Catalog in shared environment
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› Mirror the update sites in-house
› Don’t mirror blindly
– Validation is required– In shared environment, be careful
with root files (e.g. jad.exe)
› Follow the community for the most used plug-ins
– Help the community where you can (e.g. create p2-friendly sites)
› Don’t be shy: be ready to patch and know your p2 metadata
Lessons learned
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› Mostly for installation and configuration issues
› In-house support plug-in packaged in the distro– Helpdesk from within Eclipse– Log collector (configuration details, .log, p2 profile)
› MLs, disussion forums, RSS feeds
› In-house Stats Collector– See the trend, help the focus– Justify our salaries– Dashboard
Support
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› Uniform environment helps support
› Easy to get logs to diagnose a problem
› Set the expectations right– We are not experts on all plug-ins– We won’t fix your compile error
Though we could
› Wished there were fault codes in plug-ins
Lessons learned
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› Better understand our usage patterns
– Smoke tests for common usage scenarios
– Provide recommendations– Better invest in projects
› Proactively detect problems
› Workspace setup (e.g. project)
Going forward
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› Many ways to manage Eclipse
› Having an Eclipse support team is must for Ericsson
› Are you ready to admit the cost of a free tool?
conclusion
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Q&a
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Twitter: @prapicaultEmail: [email protected]