Difference between revisions of "GGUS:SNOW Interface FAQ"
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|- | |- | ||
! scope="col" | GGUS support unit | ! scope="col" | GGUS support unit | ||
! scope="col" | | ! scope="col" | SNow Functional Element | ||
! scope="col" | | ! scope="col" | SNow Service Element | ||
! scope="col" | | ! scope="col" | SNow Assignment Group | ||
|- | |||
| CRIC | |||
| Information System Development | |||
| GRID Information Service | |||
| Information System Development 3rd Line Support | |||
|- | |||
| Data Management Clients Development | |||
| Data Management Clients Development | |||
| GRID Development Service | |||
| Data Management Clients Development 3rd Line Support | |||
|- | |- | ||
| DPM Development | | DPM Development | ||
Line 17: | Line 27: | ||
| GRID Development Service | | GRID Development Service | ||
| DPM Development 3rd Line Support | | DPM Development 3rd Line Support | ||
|- | |- | ||
| FTS Development | | FTS Development | ||
Line 27: | Line 32: | ||
| GRID Development Service | | GRID Development Service | ||
| FTS Development 3rd Line Support | | FTS Development 3rd Line Support | ||
|- | |- | ||
| LFC Development | | LFC Development | ||
Line 49: | Line 44: | ||
|- | |- | ||
| ROC_CERN (user tickets) | | ROC_CERN (user tickets) | ||
| | | CERN GRID 2nd Line Support | ||
| Tier-0 Support Service | | Tier-0 Support Service | ||
| CERN GRID 2nd Line Support 2nd Line Support | | CERN GRID 2nd Line Support 2nd Line Support | ||
|- | |- | ||
| ROC_CERN (team and alarm tickets) | | ROC_CERN (team and alarm tickets) | ||
| | | CERN GRID 2nd Line Support | ||
| Tier-0 Support Service | | Tier-0 Support Service | ||
| CERN GRID 2nd Line Support 3rd Line Support | | CERN GRID 2nd Line Support 3rd Line Support | ||
|- | |||
| WLCG Data Management Monitoring | |||
| Monitoring | |||
| Monitoring Service | |||
| Monitoring 3rd Line Support | |||
|- | |||
| WLCG Experiment Probe Submission Framework | |||
| WLCG Experiment Probe Submission Framework | |||
| Monitoring Service | |||
| WLCG Experiment Probe Submission Framework 3rd Line Support | |||
|- | |||
| WLCG Google Earth Dashboard | |||
| Monitoring | |||
| Monitoring Service | |||
| Monitoring 3rd Line Support | |||
|- | |||
| WLCG Grid Monitoring | |||
| Monitoring | |||
| Monitoring Service | |||
| Monitoring 3rd Line Support | |||
|- | |||
| WLCG HammerCloud | |||
| WLCG HammerCloud | |||
| Monitoring Service | |||
| WLCG HammerCloud 3rd Line Support | |||
|- | |||
| WLCG Infrastructure Monitoring | |||
| Monitoring | |||
| Monitoring Service | |||
| Monitoring 3rd Line Support | |||
|- | |||
| WLCG Job Monitoring | |||
| Monitoring | |||
| Monitoring Service | |||
| Monitoring 3rd Line Support | |||
|- | |||
| WLCG Network Monitoring | |||
| WLCG Network Monitoring | |||
| Monitoring Service | |||
| WLCG Network Monitoring 3rd Line Support | |||
|} | |} | ||
<br> | |||
'''Data transfer from GGUS to SNow'''<br> | |||
Data transfer from GGUS to SNow is done using SOAP web services provided by SNow. As SNOW is queuing the SOAP requests GGUS does push a ticket to SNow only once. However a delay in the synchronization process may occur.<br> | |||
Due to incompatible data types in several fields GGUS implemented a wrapper tool for covering this issue. The wrapper tool is implemented in PHP.<br> | |||
Used operations are: | |||
* insert, | |||
* update, | |||
* get.<br><br> | |||
'''Incidents and requests'''<br> | |||
If a GGUS 'incident' becomes a GGUS 'change request' nothing will change in the related SNow ticket. It will continue its life as an incident INC999999.<br> | |||
If a GGUS ticket becomes a 'Change request' in GGUS before transferring it to SNow, GGUS will create a "Request" in SNow. | |||
The ticket synchronization will be the same as for incidents.<br> | |||
For further information on SNow SOAP API for requests see also [[Media:IT_SNowRequestFulfillment.pdf]]. | |||
<br><br> | |||
'''Field mapping for create operations from GGUS to SNow''' | |||
{{{!}}border="1" | |||
! GGUS system {{!!}} SNow system | |||
{{!}}- | |||
{{!}}Web service (static value) {{!!}} Contact Type | |||
{{!}}- | |||
{{!}}Attachment Data {{!!}} Attachment Data | |||
{{!}}- | |||
{{!}}Attachment Name {{!!}} Attachment Name | |||
{{!}}- | |||
{{!}}Status | |||
* assigned | |||
{{!!}}Incident State | |||
* 2 (Assigned) | |||
{{!}}- | |||
{{!}}Description {{!!}} Comments | |||
{{!}}- | |||
{{!}}Last Login (hidden){{!!}} Last Login (hidden) | |||
{{!}}- | |||
{{!}}Last Modifier | |||
* name of person doing the last modify | |||
{{!!}} Last Modifier | |||
* email address of person doing the last modify | |||
* in case the person doesn't have an email address the username is put in | |||
{{!}}- | |||
{{!}} | |||
Support Unit<br> | |||
{{!!}} Service Element | |||
{{!}}- | |||
{{!}}Priority | |||
* less urgent | |||
* urgent | |||
* very urgent | |||
* top priority | |||
{{!!}} Impact | |||
* Useful,Nice to have | |||
* Necessary | |||
* Important | |||
* Essential | |||
{{!}}- | |||
{{!}}Responsible Unit {{!!}} Functional Element | |||
{{!}}- | |||
{{!}}Responsible Unit + specific values | |||
* 2nd Line Support | |||
* 3rd Line Support | |||
{{!!}} Assignment Group | |||
{{!}}- | |||
{{!}}Short Description {{!!}} Short Description | |||
{{!}}- | |||
{{!}}Status {{!!}} Incident State | |||
{{!}}- | |||
{{!}}Target ID (hidden) {{!!}} Sys_ID | |||
{{!}}} | |||
<br><br> | |||
'''Field mapping for modify operations from GGUS to SNow''' | |||
{{{!}}border="1" | |||
! GGUS system {{!!}} SNow system | |||
{{!}}- | |||
{{!}}Web service (static value) {{!!}} Contact Type | |||
{{!}}- | |||
{{!}}Attachment Data {{!!}} Attachment Data | |||
{{!}}- | |||
{{!}}Attachment Name {{!!}} Attachment Name | |||
{{!}}- | |||
{{!}}Status | |||
* assigned | |||
* in progress | |||
* waiting for reply | |||
* on hold<br><br> | |||
* reopened | |||
* solved | |||
* unsolved | |||
* verified: is not mapped to any status value in SNow; GGUS is just adding a comment in SNOW. | |||
* closed: is not mapped to any status value in SNow and not pushed to SNOW. | |||
NOTE! Status changes in GGUS may not be accepted by SNow system due to internal business rules. | |||
Hence the ticket status may be different in both systems. | |||
{{!!}}Incident State | |||
* 2 (Assigned) | |||
* 3 (In progress) | |||
* 4 (Waiting for user) | |||
* 5 (Waiting for 3rd party, Waiting for Project Mgmt, Waiting for Change Mgmt, <br>Workaround - Waiting for 3rd party, Workaround - Waiting for Change) | |||
* 3 (In progress) | |||
* 6 (Resolved) for incidents and 9 (Resolved) for requests | |||
* 6 (Resolved) for incidents and 9 (Resolved) for requests<br><br><br><br> | |||
{{!}}- | |||
{{!}}Detailed Solution {{!!}} Comments | |||
{{!}}- | |||
{{!}}Internal Diary {{!!}} Work Notes (internal) | |||
{{!}}- | |||
{{!}}Last Login (hidden){{!!}} Last Login (hidden) | |||
{{!}}- | |||
{{!}}Last Modifier | |||
* name of person doing the last modify | |||
{{!!}} Last Modifier | |||
* email address of person doing the last modify | |||
* in case the person doesn't have an email address the username is put in | |||
{{!}}- | |||
{{!}} | |||
* For solved ‘works as designed’ | |||
* For unsolved ‘other’ | |||
{{!!}} Close Code | |||
{{!}}- | |||
{{!}} | |||
Support Unit<br> | |||
{{!!}} Service Element | |||
{{!}}- | |||
{{!}}Public Diary {{!!}} Comments | |||
{{!}}- | |||
{{!}}Priority | |||
* less urgent | |||
* urgent | |||
* very urgent | |||
* top priority | |||
{{!!}} Impact | |||
* Useful,Nice to have | |||
* Necessary | |||
* Important | |||
* Essential | |||
{{!}}- | |||
{{!}}Responsible Unit {{!!}} Functional Element | |||
{{!}}- | |||
{{!}}Responsible Unit + specific values | |||
* 2nd Line Support | |||
* 3rd Line Support | |||
{{!!}} Assignment Group | |||
{{!}}- | |||
{{!}}Target ID (hidden) {{!!}} Sys_ID | |||
{{!}}} | |||
<br> | |||
'''Data transfer from SNow to GGUS'''<br> | |||
Data transfer from SNow to GGUS is depending on SNow internal business rules. '''SNow tickets with visibility classified as "sensitive" are not visible via the ticket URL in GGUS history. Updates on sensitive tickets are not propagated to GGUS.'''<br> | |||
Technically the data transfer from SNow to GGUS is done using SOAP web services provided by GGUS system. | |||
<br><br> | |||
'''Incidents and requests'''<br> | |||
If a SNow 'incident' INC999999 becomes a SNow "Request" REQ888888, its number will be sent to GGUS and, in the same web service call, the GGUS field " Ticket category" will change value automatically (triggered by SNow) from 'incident' into 'change request'. GGUS will synchronize with the SNow request from now on.<br> | |||
Used operations are: | |||
* TicketModify. | |||
<br><br> | |||
'''Field mapping for modify operations from SNow to GGUS''' | |||
{{{!}}border="1" | |||
! SNow system {{!!}} GGUS system | |||
{{!}}- | |||
{{!}}Attachment Data {{!!}} Attachment Data | |||
{{!}}- | |||
{{!}}Attachment Name {{!!}} Attachment Name | |||
{{!}}- | |||
{{!}}Incident State | |||
* 2 (Assigned) | |||
* 3 (In progress) | |||
* 4 (Waiting for user) | |||
* 5 (Waiting for 3rd party, Waiting for Project Mgmt, Waiting for Change Mgmt, Workaround - Waiting for 3rd party, Workaround - Waiting for Change) | |||
* 6 (Resolved) for incidents and 9 (Resolved) for requests | |||
* 7 (Closed) | |||
{{!!}}Status | |||
* assigned | |||
* in progress | |||
* waiting for reply | |||
* on hold | |||
* solved | |||
* closed | |||
{{!}}- | |||
{{!}}Comments {{!!}} Detailed Solution, Public Diary (depending on ticket status) | |||
{{!}}- | |||
{{!}}Work Notes (internal) {{!!}} Internal Diary | |||
{{!}}- | |||
{{!}}Last Login (hidden){{!!}} Last Login (hidden) | |||
{{!}}- | |||
{{!}} Last Modifier | |||
* email address of person doing the last modify | |||
* in case the person doesn't have an email address the username is put in | |||
{{!!}}Last Modifier | |||
* name of person doing the last modify | |||
{{!}}- | |||
{{!}} Impact | |||
* Useful,Nice to have | |||
* Necessary | |||
* Important | |||
* Essential | |||
{{!!}}Priority | |||
* less urgent | |||
* urgent | |||
* very urgent | |||
* top priority | |||
{{!}}- | |||
{{!}}Short Description {{!!}} Short Description | |||
{{!}}- | |||
{{!}}Incident State {{!!}} Status | |||
{{!}}} | |||
<br><br> | |||
'''Attachments''' | |||
Attachments are handled in a separate web service. The available operation is: | |||
* AddAttachment | |||
<!-- not used |more= --> | <!-- not used |more= --> |
Latest revision as of 11:19, 5 October 2020
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
Mapping table for GGUS support units, SNOW FE's, SNOW SE's and SNOW Assignment Groups
GGUS support unit | SNow Functional Element | SNow Service Element | SNow Assignment Group |
---|---|---|---|
CRIC | Information System Development | GRID Information Service | Information System Development 3rd Line Support |
Data Management Clients Development | Data Management Clients Development | GRID Development Service | Data Management Clients Development 3rd Line Support |
DPM Development | DPM Development | GRID Development Service | DPM Development 3rd Line Support |
FTS Development | FTS Development | GRID Development Service | FTS Development 3rd Line Support |
LFC Development | LFC Development | GRID Development Service | LFC Development 3rd Line Support |
REBUS | REBUS | WLCG Resource Monitoring Service | REBUS 3rd Line Support |
ROC_CERN (user tickets) | CERN GRID 2nd Line Support | Tier-0 Support Service | CERN GRID 2nd Line Support 2nd Line Support |
ROC_CERN (team and alarm tickets) | CERN GRID 2nd Line Support | Tier-0 Support Service | CERN GRID 2nd Line Support 3rd Line Support |
WLCG Data Management Monitoring | Monitoring | Monitoring Service | Monitoring 3rd Line Support |
WLCG Experiment Probe Submission Framework | WLCG Experiment Probe Submission Framework | Monitoring Service | WLCG Experiment Probe Submission Framework 3rd Line Support |
WLCG Google Earth Dashboard | Monitoring | Monitoring Service | Monitoring 3rd Line Support |
WLCG Grid Monitoring | Monitoring | Monitoring Service | Monitoring 3rd Line Support |
WLCG HammerCloud | WLCG HammerCloud | Monitoring Service | WLCG HammerCloud 3rd Line Support |
WLCG Infrastructure Monitoring | Monitoring | Monitoring Service | Monitoring 3rd Line Support |
WLCG Job Monitoring | Monitoring | Monitoring Service | Monitoring 3rd Line Support |
WLCG Network Monitoring | WLCG Network Monitoring | Monitoring Service | WLCG Network Monitoring 3rd Line Support |
Data transfer from GGUS to SNow
Data transfer from GGUS to SNow is done using SOAP web services provided by SNow. As SNOW is queuing the SOAP requests GGUS does push a ticket to SNow only once. However a delay in the synchronization process may occur.
Due to incompatible data types in several fields GGUS implemented a wrapper tool for covering this issue. The wrapper tool is implemented in PHP.
Used operations are:
- insert,
- update,
- get.
Incidents and requests
If a GGUS 'incident' becomes a GGUS 'change request' nothing will change in the related SNow ticket. It will continue its life as an incident INC999999.
If a GGUS ticket becomes a 'Change request' in GGUS before transferring it to SNow, GGUS will create a "Request" in SNow.
The ticket synchronization will be the same as for incidents.
For further information on SNow SOAP API for requests see also Media:IT_SNowRequestFulfillment.pdf.
Field mapping for create operations from GGUS to SNow
GGUS system | SNow system |
---|---|
Web service (static value) | Contact Type |
Attachment Data | Attachment Data |
Attachment Name | Attachment Name |
Status
|
Incident State
|
Description | Comments |
Last Login (hidden) | Last Login (hidden) |
Last Modifier
|
Last Modifier
|
Support Unit |
Service Element |
Priority
|
Impact
|
Responsible Unit | Functional Element |
Responsible Unit + specific values
|
Assignment Group |
Short Description | Short Description |
Status | Incident State |
Target ID (hidden) | Sys_ID |
Field mapping for modify operations from GGUS to SNow
GGUS system | SNow system |
---|---|
Web service (static value) | Contact Type |
Attachment Data | Attachment Data |
Attachment Name | Attachment Name |
Status
NOTE! Status changes in GGUS may not be accepted by SNow system due to internal business rules. Hence the ticket status may be different in both systems. |
Incident State
|
Detailed Solution | Comments |
Internal Diary | Work Notes (internal) |
Last Login (hidden) | Last Login (hidden) |
Last Modifier
|
Last Modifier
|
|
Close Code |
Support Unit |
Service Element |
Public Diary | Comments |
Priority
|
Impact
|
Responsible Unit | Functional Element |
Responsible Unit + specific values
|
Assignment Group |
Target ID (hidden) | Sys_ID |
Data transfer from SNow to GGUS
Data transfer from SNow to GGUS is depending on SNow internal business rules. SNow tickets with visibility classified as "sensitive" are not visible via the ticket URL in GGUS history. Updates on sensitive tickets are not propagated to GGUS.
Technically the data transfer from SNow to GGUS is done using SOAP web services provided by GGUS system.
Incidents and requests
If a SNow 'incident' INC999999 becomes a SNow "Request" REQ888888, its number will be sent to GGUS and, in the same web service call, the GGUS field " Ticket category" will change value automatically (triggered by SNow) from 'incident' into 'change request'. GGUS will synchronize with the SNow request from now on.
Used operations are:
- TicketModify.
Field mapping for modify operations from SNow to GGUS
SNow system | GGUS system |
---|---|
Attachment Data | Attachment Data |
Attachment Name | Attachment Name |
Incident State
|
Status
|
Comments | Detailed Solution, Public Diary (depending on ticket status) |
Work Notes (internal) | Internal Diary |
Last Login (hidden) | Last Login (hidden) |
Last Modifier
|
Last Modifier
|
Impact
|
Priority
|
Short Description | Short Description |
Incident State | Status |
Attachments
Attachments are handled in a separate web service. The available operation is:
- AddAttachment