https://wiki.egi.eu/w/api.php?action=feedcontributions&user=Kirichen&feedformat=atomEGIWiki - User contributions [en]2024-03-29T14:26:17ZUser contributionsMediaWiki 1.37.1https://wiki.egi.eu/w/index.php?title=GGUS:ROC_Russia_Interface_FAQ&diff=28784GGUS:ROC Russia Interface FAQ2011-12-03T19:50:54Z<p>Kirichen: </p>
<hr />
<div>{{GGUS-Interfaces<br />
|Unit=ROC_RU<br />
|Updated=2011-10-04<br />
|link=https://glse.itep.ru<br />
|tech-name-of-tool=1or0<br />
|tech-prog-lang=PHP, Java<br />
|tech-redundancy=No<br />
|tech-docu-link=https://glse.itep.ru<br />
|transfer-from-ggus=For transferring data from GGUS system to the RU help desk system emails are sent to the RU help desk system. These mails are formatted as XML mails. They were parsed automatically.<br />
|transfer-to-ggus=For transferring data from the RU help desk system to GGUS the RU help desk system uses the web services provided by GGUS system. Available operations are:<br />
* OpCreate for creating a new ticket in GGUS system,<br />
* TicketModify for updating an existing ticket <br />
<br />
|field-mapping={{{!}}border="1"<br />
! GGUS system {{!!}} ROC_RU ticketing system<br />
{{!}}-<br />
{{!}}Concerned VO {{!!}} Voname<br />
{{!}}-<br />
{{!}}Date/Time Of Problem {{!!}} Create date<br />
{{!}}-<br />
{{!}}Description {{!!}} Description<br />
{{!}}-<br />
{{!}}Detailed Solution {{!!}} Updatelog<br />
{{!}}-<br />
{{!}}E-mail {{!!}} email<br />
{{!}}-<br />
{{!}}Last Login {{!!}} Last Login<br />
{{!}}-<br />
{{!}}Last Modifier {{!!}} Last Modifier<br />
{{!}}-<br />
{{!}}Name {{!!}} User<br />
{{!}}-<br />
{{!}}Origin SG {{!!}} Origin support group<br />
{{!}}-<br />
{{!}}Priority {{!!}} Priority<br />
{{!}}-<br />
{{!}}Phone {{!!}} Phone<br />
{{!}}-<br />
{{!}}Public Diary {{!!}} Updatelog<br />
{{!}}-<br />
{{!}}Responsible Unit {{!!}} Responsible Unit<br />
{{!}}-<br />
{{!}}Request-ID {{!!}} GGUS ID<br />
{{!}}-<br />
{{!}}Short Description {{!!}} Short<br />
{{!}}-<br />
{{!}}Short Solution {{!!}} Short Solution<br />
{{!}}-<br />
{{!}}Status {{!!}} Status<br />
{{!}}-<br />
{{!}}Target ID (hidden) {{!!}} RU ID<br />
{{!}}-<br />
{{!}}Type Of Problem {{!!}} Type Of Problem<br />
{{!}}}<br />
|attachments=No attachment handling via the interface.<br />
|Comments=At local help desk we have special option before update ticket:<br />
a)Supporter update<br />
b)Client update<br />
c)Client update and email client<br />
and we can choose from a)b)c) before update ticket.<br />
<br />
}}<br />
<!-- not used |more= --></div>Kirichenhttps://wiki.egi.eu/w/index.php?title=GGUS:ROC_Russia_FAQ&diff=14563GGUS:ROC Russia FAQ2011-03-28T09:32:47Z<p>Kirichen: </p>
<hr />
<div>{{GGUS-FAQ<br />
|Unit= ROC Russia<br />
|Interface= H<br />
|Updated= 2011-03-28<br />
|purpose= The purpose of ROC RU support is to deal with the first line of support in Russia. The ROC is<br />
expected to deal with all problems in its region including:<br />
* operational problems;<br />
* user problems;<br />
* deployment problems.<br />
|responsible= For Issues regarding the Helpdesk please contact ROC RU Support team – Valeriy Kirichenko<br />
|components=<br />
* operational problems;<br />
* user problems;<br />
|assigned by= Users from local helpdesk and GGUS; VO admins, VO shifts, CCOD, ROD,<br />
TPM or DMSU from GGUS<br />
|solved by= >95% of tickets are solved in UNIT and <5% are reassigned to GGUS<br />
|documentation= The ROC RU Helpdesk have user faq database, accessible through https://glse.itep.ru/usersupport/index.php?t=kbase&pla=ROC_Russia (in russian)<br />
|sortname=Roc russia<br />
}}</div>Kirichenhttps://wiki.egi.eu/w/index.php?title=GGUS:ROC_Russia_FAQ&diff=14562GGUS:ROC Russia FAQ2011-03-28T09:30:20Z<p>Kirichen: </p>
<hr />
<div>{{GGUS-FAQ<br />
|Unit= ROC Russia<br />
|Interface= H<br />
|Updated= 2011-03-28<br />
|purpose= The purpose of ROC RU support is to deal with the first line of support in Russia. The ROC is<br />
expected to deal with all problems in its region including:<br />
* operational problems;<br />
* user problems;<br />
* deployment problems.<br />
|responsible= For Issues regarding the Helpdesk please contact ROC RU Support team – Valeriy Kirichenko<br />
|assigned by= Users from local helpdesk and GGUS; VO admins, VO shifts, CCOD, ROD,<br />
TPM or DMSU from GGUS<br />
|solved by= >95% of tickets are solved in UNIT and <5% are reassigned to GGUS<br />
|documentation= The ROC RU Helpdesk have user faq database, accessible through https://glse.itep.ru/usersupport/index.php?t=kbase&pla=ROC_Russia (in russian)<br />
|sortname=Roc russia<br />
}}</div>Kirichenhttps://wiki.egi.eu/w/index.php?title=GGUS:ROC_Russia_FAQ&diff=14561GGUS:ROC Russia FAQ2011-03-28T09:26:18Z<p>Kirichen: </p>
<hr />
<div>{{GGUS-FAQ<br />
|Unit= ROC Russia<br />
|Interface= H<br />
|Updated= 2011-03-28<br />
|purpose= The purpose of ROC RU support is to deal with the first line of support in Russia. The ROC is<br />
expected to deal with all problems in its region including:<br />
* operational problems;<br />
* user problems;<br />
* deployment problems.<br />
|responsible= For Issues regarding the Helpdesk please contact ROC RU Support team – Valeriy Kirichenko<br />
|solved by= >95% of tickets are solved in UNIT and <5% are reassigned to GGUS<br />
|documentation= The ROC RU Helpdesk have user faq database, accessible through https://glse.itep.ru/usersupport/index.php?t=kbase&pla=ROC_Russia (in russian)<br />
|sortname=Roc russia<br />
}}</div>Kirichenhttps://wiki.egi.eu/w/index.php?title=GGUS:ROC_Russia_FAQ&diff=14559GGUS:ROC Russia FAQ2011-03-28T09:17:29Z<p>Kirichen: </p>
<hr />
<div>{{GGUS-FAQ<br />
|Unit= ROC Russia<br />
|Interface= H<br />
|Updated= 2011-03-28<br />
|purpose= The purpose of ROC RU support is to deal with the first line of support in Russia. The ROC is<br />
expected to deal with all problems in its region including:<br />
* operational problems;<br />
* user problems;<br />
* deployment problems.<br />
|responsible= For Issues regarding the Helpdesk please contact ROC RU Support team – Valeriy Kirichenko<br />
|documentation= The ROC RU Helpdesk have user faq database, accessible through https://glse.itep.ru/usersupport/index.php?t=kbase&pla=ROC_Russia (in russian)<br />
|sortname=Roc russia<br />
}}</div>Kirichen