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GGUS:GridMessaging Interface FAQ

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GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


FAQ for the Interface between GGUS and GridMessaging

Updated
2011-10-12

Purpose

GGUS system is offering various kinds of interfaces to remote systems up to now. The number of interfaces has increased during the last years. For avoiding an ongoing increase of different interface types GGUS wants to offer a generic standard interface for the future. This interface will be Grid Messaging. It will be used for communication between systems/servers only.

Clients needed

Two different clients are needed: a consumer client which picks up the messages posted to a topic and a publisher client which posts the messages to the topics.

Topics to be used

There are different topics in use depending on the workflows. For the communication from a remote system to the GGUS system (Remote -> GGUS) the topics are:

  • /topic/Grid.Ticketing.GGUS.Create for creating new GGUS tickets
  • /topic/Grid.Ticketing.GGUS.Update for updating existing tickets in GGUS
  • /topic/Grid.Ticketing.GGUS.Reply for returning IDs of remote systems to GGUS

For the communication from GGUS to remote systems (GGUS -> Remote) the topics are:

  • /topic/Grid.Ticketing.Create for creating new tickets in remote systems
  • /topic/Grid.Ticketing.Update for updating existing tickets in remote systems

Work flows

Creating a new ticket in GGUS (Remote->GGUS)

For creating a new ticket in GGUS system send a create message to topic /topic/Grid.Ticketing.GGUS.Create. In the header of the create message specify the topic to which the GGUS ticket ID should be returned to using option “reply-to”. GGUS system returns the ID by posting a message to the specified topic. For getting the possible values for the fields please see item 35407 of this document. Mandatory fields for creating a new GGUS ticket are “Short Description” and “Last Modifier”.

  • Creating a new ticket relying on TPM
For creating a new ticket without knowing the appropriate support unit or which should be handled by TPM please do not specify any value in fields
  • Responsible_Unit,
  • Notify_Site and
  • Status

This leads to tickets created with default values for these fields. All such tickets are handled by the TPM.

  • Creating a new ticket and assigning it to a support unit directly
For assigning a new ticket to a support unit directly please specify the support unit in field “Responsible_Unit” or the site in field “Notify_Site”. If a site name is specified in field “Notify_Site” the related ROC is set in field “Responsible_Unit” automatically. This workflow is described in a twiki page at https://twiki.cern.ch/twiki/bin/view/EGEE/SA1_USAG#Direct_routing_to_sites_faq.
Information about the support units implemented in GGUS is available at the GGUS Responsible Unit Info.

The templates used are available here.

Updating an existing ticket in GGUS (Remote->GGUS)

Ticket updates are sent to topic /topic/Grid.Ticketing.GGUS.Update. They have to contain the GGUS ticket ID as mandatory field. The templates used are available here.

Creating a new ticket in a remote system (GGUS->Remote)

GGUS sends create messages to topic /topic/Grid.Ticketing.Create for creating new tickets in remote systems. In the header of the create message GGUS specifies the topic to which the ticket ID should be returned to using option “reply-to”. Usually the topic for returning the ticket ID is /topic/Grid.Ticketing.GGUS.Reply.

The templates used are available here.

Updating an existing ticket in a remote system (GGUS->Remote)

Updates on existing tickets in remote systems are pushed to topic /topic/Grid.Ticketing.Update.

The templates used are available here.

Message formats

All messages should consist of key-value pairs. They vary depending on the action to be done (create, update). The meaning of each key is described as well as the meanings of the various fields in the #Message_templates section. All comments are marked with “//”.

Message templates

Creating a new ticket in GGUS system (Remote->GGUS)

::Schema:: Grid:HelpDesk20090421 //don't change this
::Action:: Create //don't change this
::Origin_ID:: //ID of ticket in origin system
::Origin_SG:: //name of origin support group
::Last_Modifier:: //mandatory field; name of last modifier
::Responsible_Unit:: //Support Unit to which the ticket should be assigned
::Status:: //new|assigned
::Short_Description:: //mandatory field; max length 250 chars
::Description:: //detailed description of problem; max length 3900 chars
::Type_Of_Problem:: //classification of problem
::VO_Specific:: Yes|No
::Concerned_VO:: //all VOs are in lower cases
::Notify_Site:: //name of site to be notified about a problem automatically; site values are taken from GOC DB and OIM for USATLAS and USCMS
::Priority:: //priority of ticket; possible values are: less urgent|urgent|very urgent|top priority
::Comment:: //additional comment
::Name:: //submitter name
::Loginname:: //submitter login
::Mail:: //submitter mail
::END:: //don't change this

Updating an existing ticket in GGUS system (Remote->GGUS)

::Schema:: Grid:HelpDesk20090421 //don't change this
::Action:: Modify //don't change this
::Origin_ID:: //ID of ticket in origin system
::Concerned_VO:: //all VOs are in lower cases
::Internal_Diary:: //this is for internal updates not visible to the user
::Last_Modifier:: //mandatory field; name of last modifier
::Notify_Site:: //name of site to be notified about a problem automatically; site values are taken from GOC DB and OIM for USATLAS and USCMS
::Priority:: //priority of ticket; possible values are: less urgent|urgent|very urgent|top priority
::Public_Diary:: //this is for public updates; the updates trigger a notification mail to the user
::Related_Issue:: //link to a additional information, other ticketing systems, wikis etc.
::GGUS_Request_ID:: //mandatory field; the GGUS ticket ID
::Responsible_Unit:: //the support unit to which the ticket should be routed
::Solution:: //the solution of the problem; mandatory in case of setting status field to "solved" or "unsolved"
::Status:: //in progress|on hold|waiting for reply|reopened|solved|unsolved
::Type_Of_Problem:: //classification of problem
::VO_Specific:: Yes|No
::END:: //don't change this

Returning the ticket ID from a remote system to GGUS system (Remote->GGUS)

::Schema:: Grid:HelpDesk20090421
::Sender:: //name of sending support unit|system
::Action:: Reply //don't change this
::GGUS_Request_ID:: //the GGUS ticket ID
::Target_ID:: //the ticket ID in the remote system
::Last_Modifier:: //name of last modifier
::END:: //don't change this

Returning the GGUS ticket ID to a remote system (GGUS->Remote)

::Schema:: Grid:HelpDesk20090421
::Sender:: GGUS
::Action:: Reply
::GGUS_Request_ID:: //the GGUS ticket ID
::Origin_ID:: //the ticket ID in the remote system if applicable
::Last_Modifier:: //name of last modifier
::END:: //don't change this

Creating a new ticket in a remote system (GGUS->Remote)

::Schema:: Grid:HelpDesk20090421
::Action:: Create
::GGUS_Request_ID:: //GGUS ticket ID
::Origin_SG:: //GGUS|any other support unit
::Last_Modifier:: //name of last modifier
::Responsible_Unit:: //Support Unit to which the ticket should be assigned
::Status:: assigned
::Short_Description:: //mandatory field; max length 250 chars
::Description:: //detailed description of problem; max length 3900 chars
::Type_Of_Problem:: //classification of problem
::VO_Specific:: Yes|No
::Concerned_VO:: //all VOs are in lower cases
::Notify_Site:: //name of site to be notified of problem; site values are taken from GOC DB and OIM for USATLAS and USCMS
::Priority:: //priority of ticket; less urgent|urgent|very urgent|top priority
::Comment:: //additional comment
::Name:: //submitter name
::Loginname:: //submitter login
::Mail:: //submitter mail
::END:: //don't change this

Updating an existing ticket in a remote system (GGUS->Remote)

::Schema:: Grid:HelpDesk20090421
::Action:: Modify
::Concerned_VO:: //all VOs are in lower cases
::Internal_Diary:: //this is for internal updates not visible to the user
::Last_Modifier:: //name of last modifier
::Notify_Site:: //name of site to be notified of problem; site values are taken from GOC DB and OIM for USATLAS and USCMS
::Priority:: //priority of ticket; less urgent|urgent|very urgent|top priority
::Public_Diary:: //this is for public updates; the updates trigger a notification mail to the user
::Related_Issue:: //link to a additional information, other ticketing systems, wikis etc.
::GGUS_Request_ID:: //the GGUS ticket ID
::Responsible_Unit:: //the support unit to which the ticket should be routed
::Solution:: //the solution of the problem
::Status:: //in progress|on hold|waiting for reply|reopened|solved|unsolved
::Type_Of_Problem:: //classification of problem
::VO_Specific:: Yes|No
::END:: //don't change this

Documentation on GridMessaging

https://twiki.cern.ch/twiki/bin/view/EGEE/MsgTutorial

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 GOCDB team.

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