Difference between revisions of "GGUS:SOAP Interface FAQ"
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==TicketGetList== | ==TicketGetList== |
Revision as of 14:46, 14 June 2013
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ for the GGUS SOAP interface
- Updated
- 2012-07-19
Purpose
This document describes the generic SOAP interface provided by GGUS for synchronizing remote ticketing systems with GGUS.
The interface is providing dedicated SOAP web services for ticket submission and updating.
Before starting using the SOAP interface please get in touch with the GGUS developers submitting a GGUS ticket.
SOAP web services
The SOAP web services for submitting and updating tickets in GGUS are described in a wsdl file. This wsdl file is mapped to the GGUS test instance. For getting the wsdl file of GGUS production instance please contact the GGUS administrators.
5 SOAP operations are provided with the web services:
- OpCreate
- OpCreateChild
- OpModify
- OpGet
- OpGetList
OpCreate
This operation is being used for submitting tickets. It will return a ticket ID in case of success. In case of any problem an error message will occur.
Possible input values and their meaning are listed in the table below.
NOTE: not all fields marked as mandatory in the table are mandatory for the SOAP operation. However for not breaking the ticket work flow it is recommended to provide field values as described in the table.
Input values
XML element | Mode | Comments |
---|---|---|
GHD_E-Mail | Mandatory | Mail address of ticket submitter. |
GHD_Loginname | Mandatory | DN string of user's certificate. |
GHD_Last_Login | Mandatory | Account used by the SOAP client. |
GHD_Last_Modifier | Mandatory | Name of the person who did the last ticket update. |
GHD_Short_Description | Mandatory | Ticket subject. |
GHD_Origin_ID | Mandatory | Ticket ID in remote system. |
GHD_Origin_SG | Mandatory | Abbreviation for remote system. Please ask the GGUS developers which value should be used. |
GHD_Affected_Site | Optional | Site affected by the problem. Possible values are site names from GOCDB and OIMDB. |
GHD_Affected_VO | Optional | VO affected by the problem. Please set to "biomed". |
GHD_CarbonCopy | Optional | Add mail addresses for notifying people on this ticket. Please use semi-colon as delimiter. |
GHD_Date_Time_Of_Problem | Optional | Date and time the problem occurred. Please use format YYYY-MM-DD hh:mm:ss. Defaults to the submit time. |
GHD_Description | Optional | Detailed description of the problem. Length is up to 4000 chars. |
GHD_Internal_Diary | Optional | Text field for adding internal comments. Length is up to 4000 chars. |
GHD_Responsible_Unit | Optional | Please set to "TPM". |
GHD_Status | Optional | Please set to "new". |
GHD_Name | Optional | Name of ticket submitter. |
GHD_Phone | Optional | Phone number of ticket submitter. |
GHD_Priority | Optional | Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent". |
GHD_Type_Of_Problem | Optional | Possible values are given here: GGUS:Type Of Problem Values. Defaults to "Other Services". |
GHD_Related_Issue | Optional | Space for adding URLs to other tickets etc. |
Output values
In case of success this operation will return a ticket ID in the format "GHD_Request_ID = 99999".
OpCreateChild
This operation is being used for submitting child tickets to an already existing ticket. This already existing ticket will be marked as parent. It will return a ticket ID in case of success. In case of any problem an error message will occur.
Possible input values and their meaning are listed in the table below.
NOTE: not all fields marked as mandatory in the table are mandatory for the SOAP operation. However for not breaking the ticket work flow it is recommended to provide field values as described in the table.
More information on child tickets and parent-child relations is available in the GGUS support staff guide.
Input values
XML element | Mode | Comments |
---|---|---|
GHD_E-Mail | Mandatory | Mail address of ticket submitter. |
GHD_Loginname | Mandatory | DN string of user's certificate. |
GHD_Last_Login | Mandatory | Account used by the SOAP client. |
GHD_Last_Modifier | Mandatory | Name of the person who did the last ticket update. |
GHD_Short_Description | Mandatory | Ticket subject. |
GHD_Parent_ID | Mandatory | Ticket ID of related parent ticket. |
GHD_Parent_Child_Relation | Mandatory | Must be set to "Child". |
GHD_Affected_Site | Optional | Site affected by the problem. Possible values are site names from GOCDB and OIMDB. |
GHD_Affected_VO | Optional | VO affected by the problem. Please set to "biomed". |
GHD_Date_Time_Of_Problem | Optional | Date and time the problem occurred. Please use format YYYY-MM-DD hh:mm:ss. Defaults to the submit time. |
GHD_Description | Optional | Detailed description of the problem. Length is up to 4000 chars. |
GHD_Internal_Diary | Optional | Text field for adding internal comments. Length is up to 4000 chars. |
GHD_Responsible_Unit | Optional | Please set to "TPM". |
GHD_Status | Optional | Please set to "new". |
GHD_Name | Optional | Name of ticket submitter. |
GHD_Phone | Optional | Phone number of ticket submitter. |
GHD_Priority | Optional | Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent". |
GHD_Type_Of_Problem | Optional | Possible values are given here: GGUS:Type Of Problem Values. Defaults to "Other Services". |
Output values
In case of success this operation will return a ticket ID in the format "GHD_Request_ID = 99999".
TicketModify
This operation is being used for modifying tickets. It will return a ticket ID in case of success. In case of any problem an error message will occur.
Available fields and their meaning are listed in the table below.
Input values
XML element | Mode | Comments |
---|---|---|
GHD_Last_Login | Mandatory | Account used by the SOAP client. |
GHD_Last_Modifier | Mandatory | Name of the person who did the last ticket update. |
GHD_Request_ID | Mandatory | GGUS ticket ID. |
GHD_Affected_Site | Optional | Site affected by the problem. Possible values are site names from GOCDB and OIMDB. |
GHD_Affected_VO | Optional | VO affected by the problem. Possible values are site names from GOCDB and OIMDB. |
GHD_Responsible_Unit | Optional | Support unit in charge of the ticket. GGUS support units are listed at https://ggus-helmut.ggus.eu/pages/resp_unit_info.php. |
GHD_Assign_To | Optional | Add mail address for assigning a ticket to a dedicated person. |
GHD_Carbon_Copy | Optional | Add mail addresses for notifying people on this ticket. Please use semi-colon as delimiter. |
GHD_Experiment_Specific_Problem | Optional | Flag indicating whether a problem is specific to a given VO or not. Possible values are "Yes" and "No". Defaults to "No". |
GHD_Priority | Optional | Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent". |
GHD_Short_Description | Optional | Ticket subject. |
GHD_Type_Of_Problem | Optional | Possible values are given here: GGUS:Type_Of_Problem. Defaults to "Other Services". |
GHD_Detailed_Solution | Optional | Solution text required if changing status to "solved" or "unsolved". |
GHD_Public_Diary | Optional | Public comment that will trigger a notification to the ticket submitter. |
GHD_Internal_Diary | Optional | Internal comment for support staffs only. |
GHD_Status | Optional | Ticket status. Possible status values are listed here: GGUS:Status_Values |
GHD_Ticket_Category | Optional | Category of GGUS ticket. Defaults to "Incident". Possible values are "Incident", "Change Request", "Documentation", "Test" and "Spam". |
GHD_Target_ID | Optional | ID of ticket in remote system. |
GHD_Incident_ID | Optional | ID of incident in remote system. |
GHD_Related_Issue | Optional | Space for adding URLs to other tickets etc. |
Output values
In case of success this operation will return the ticket ID used for calling the TicketModify operation.
TicketGet
This operation is being used for getting the data of one dedicated ticket searching by ticket ID. The result gives the fields like listed below.
Input values
- GHD_Request_ID
Output values
- GHD_Affected_Site
- GHD_Affected_VO
- GHD_Carbon_Copy
- GHD_Assign_To
- GHD_Date_Of_Change
- GHD_Date_Of_Creation
- GHD_Detailed_Solution
- GHD_Description
- GHD_Public_Diary
- GHD_Internal_Diary
- GHD_Status
- GHD_Experiment_Specific_Problem
- GHD_Last_Login
- GHD_Last_Modifier
- GHD_Priority
- GHD_Short_Description
- GHD_Type_Of_Problem
- GHD_Request_ID
- GHD_Responsible_Unit
- GHD_Product_Name
- GHD_Product_Version
- GHD_E-Mail
- GHD_Loginname
- GHD_Name
- GHD_Phone
- GHD_Ticket_Type
- GHD_ETA
TicketGetList
This operation is being used for getting a bundle of records searching by any criteria. It requires using the field labels in GGUS DB instead of XML labels like the other SOAP operations. Please contact the GGUS team for help before using this operation.
Input values
A qualification may look like this: $client->TicketGetList(array(Qualification => "'GHD_Meta Status'=\"Open\" AND 'GHD_Ticket Type'=\"USER\"" ));
Output values
The result gives the same fields as operation TicketGet. The maximum number of records returned is limited to 500.
What if I have questions which are not dealt with by this FAQ?
Open a GGUS ticket
indicating that it should be directed at the GGUS team.
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