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Difference between revisions of "GGUS:GGUS Interfaces FAQ"

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{{!}}Responsible Unit {{!!}} Char      {{!!}}  50      {{!!}} Name of the support unit in charge of the ticket. A list of support units implemented in GGUS system is available [https://ggus.eu/pages/resp_unit_info.php here].
{{!}}Responsible Unit {{!!}} Char      {{!!}}  50      {{!!}} Name of the support unit in charge of the ticket. A list of support units implemented in GGUS system is available [https://ggus.eu/pages/resp_unit_info.php here].
{{!}}-
{{!}}-
{{!}}Status {{!!}} Char      {{!!}}    50        {{!!}} The status of a ticket. Status values in GGUS are grouped into two meta status: open and closed. Open status used in GGUS system are
{{!}}Status {{!!}} Char      {{!!}}    50        {{!!}} The status of a ticket. Status values are listed [[GGUS:Status_Values|here]].
* new,
{{!}}-
* assigned,
{{!}}Subject {{!!}} Char      {{!!}}    255        {{!!}} Short description of problem e.g. for specifying some keywords.
* in progress,
{{!}}-
* on hold,
{{!}}Description {{!!}} Char      {{!!}}    4000        {{!!}} Detailed description of problem.
* waiting for reply,
{{!}}-
* reopened.
{{!}}Type Of Problem {{!!}} Char      {{!!}} 50  {{!!}} Grouping for the problem. See the list of [[GGUS:Type_Of_Problem|problem types]] for further information.
Closed status in GGUS are
{{!}}-
* solved,
{{!}}Priority {{!!}} Char      {{!!}}    20        {{!!}} Specifies the urgency of a ticket. GGUS system uses four priority classes. They are:
* unsolved,
* less urgent,
* verified.
* urgent,
The “verified” status can only be set by the user. This status indicates that the user is satisfied with the provided solution.
* very urgent,
* top priority.
{{!}}-
{{!}}Subject {{!!}} Char      {{!!}}    255        {{!!}} Short description of problem e.g. for specifying some keywords.
{{!}}-
{{!}}-
{{!}}Subject {{!!}} Char      {{!!}}    255        {{!!}} Short description of problem e.g. for specifying some keywords.
{{!}}Subject {{!!}} Char      {{!!}}    255        {{!!}} Short description of problem e.g. for specifying some keywords.

Revision as of 12:33, 13 October 2011

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GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


GGUS interfaces

Updated
2011-10-12

Purpose

This document provides a technical description of the requirements for interfacing any system with GGUS. It describes the various fields needed as well as the necessary workflows. It does not give a description of the things to be done on management level before implementing an interface to GGUS. As the things to be done on management level are currently not documented please submit a [ticket] or add your request for interfacing GGUS system to the GGUS shopping list at https://rt.egi.eu/rt/Dashboards/2636/GGUS-Requirements. The GGUS shopping list is a RT queue for collecting and discussing change requests for GGUS system.

Interfaces

In the past many interfaces of GGUS to other systems have been implemented. Each of them was unique in its kind. They can be classified into three different groups:

  • Interfaces based on email for both communication directions, from GGUS to the remote system and from the remote system to GGUS.
  • Interfaces based on email for communication from GGUS to the remote system and on web services for communications from the remote system to GGUS
  • Interfaces based on web services for both communication directions, from GGUS to the remote system and from the remote system to GGUS.

The goal of GGUS is to reduce the number of different interfaces for reducing complexity and maintenance effort in the system. There are two types of interfaces that will be provided and maintained by GGUS in future: SOAP web services and Grid Messaging. They are described in the following chapters.

Grid Messaging

The Grid Messaging interface is available but never made it into production yet. Documentation on GridMessaging is available at GGUS:GridMessaging_Interface_FAQ.

SOAP web services

Web service interfaces are very reliable. The interfaced systems are synchronized permanently. Failing web services throw an error message at once. So the user gets notified about it. An example of a wsdl file for GGUS web services is available on the [training system]. GGUS provides a training and testing system which is a copy of the production system. For developing and testing access to this system can be given. Please contact GGUS for getting more information. There are already implementations of local ticketing systems providing SOAP web service interfaces too. Please see GGUS:Ticketing_System_Recommendation_FAQ for further information.

Fields in GGUS web services

When implementing a help desk system that should be interfaced with GGUS system a set of fields is necessary for exchanging structured data. They can be divided into mandatory fields and optional fields.

Mandatory fields

This is a basic set of fields to be implemented in a local ticketing system for interfacing with GGUS.

Label Data type Max. length Comments
GGUS ID Char 15 ID of the ticket in GGUS system. This field is used as primary key in GGUS.
Responsible Unit Char 50 Name of the support unit in charge of the ticket. A list of support units implemented in GGUS system is available here.
Status Char 50 The status of a ticket. Status values are listed here.
Subject Char 255 Short description of problem e.g. for specifying some keywords.
Description Char 4000 Detailed description of problem.
Type Of Problem Char 50 Grouping for the problem. See the list of problem types for further information.
Priority Char 20 Specifies the urgency of a ticket. GGUS system uses four priority classes. They are:
  • less urgent,
  • urgent,
  • very urgent,
  • top priority.
Subject Char 255 Short description of problem e.g. for specifying some keywords.
Subject Char 255 Short description of problem e.g. for specifying some keywords.

Xoops/Xhelp

Xoops is used for the Italian (NGI_IT) ticketing system. The SOAP web services have to be implemented additionally. More information about xoops is available at http://sourceforge.net/projects/xoops.

Footprints

The footprints ticketing system is used by the OSG in the US. The SOAP web services have to be implemented additionally. More information is available at http://www.numarasoftware.com/footprints/.

Request Tracker(RT)

There are several web service interfaces between GGUS and RT instances using SOAP web services. They are in production mode since over a year and are working properly. The implementation of the web service interface in RT is described at https://wiki.egi.eu/wiki/GGUSRT:GGUS-RT_Interface_Task_Force. Further information is also available at http://bestpractical.com/rt/.

SOAP web services provided by OneOrZero

Information on OneOrZero is available at http://www.oneorzero.com/.

Web services provided by GGUS system

The web services provided by GGUS system offer four different operations for

  • creating a new ticket (OpCreate),
  • modifying an existing ticket (TicketModify),
  • getting data of one existing ticket (TicketGet) and
  • getting a list of existing tickets (OpGetList).

These operations can be used for retrieving and modifying data in GGUS system. A detailed description of all the fields and their meaning is given in file “Mappings_for_GGUS_webservices.pdf” which can be obtained from the GGUS team.

Examples and documentation

Examples of interfaces in production are available for tools based on PHP and Perl. They can be found at https://wiki.egi.eu/wiki/Category:FAQ_Interfaces_%28GGUS%29. There is also information about available tools used for help desk systems to be interfaces with GGUS system on this page.

Developing and testing

For developing and testing an interface to GGUS a test and training system is available. This system is a copy of the production system. The WSDL-file for the web services provided for this test and training system can be found at http://train-ars.ggus.eu/arsys/WSDL/public/train-ars/Grid_HelpDesk. For further information please contact the GGUS team.

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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