Difference between revisions of "GGUS:NGI FRANCE Interface FAQ"
Jump to navigation
Jump to search
(Created page with '{{GGUS-Interfaces |Unit=NGI_FRANCE |Updated=2011-10-11 |link=http://cctools.in2p3.fr/usersupport/ |tech-name-of-tool=XHelp |tech-prog-lang=PHP |tech-redundancy=No |tech-docu-link…') |
|||
(3 intermediate revisions by the same user not shown) | |||
Line 1: | Line 1: | ||
<!-- | |||
{{GGUS-Interfaces | {{GGUS-Interfaces | ||
|Unit=NGI_FRANCE | |Unit=NGI_FRANCE | ||
|Updated= | |Updated=2012-01-23 | ||
|link= | |link= | ||
|tech-name-of-tool= | |tech-name-of-tool=OTRS | ||
|tech-prog-lang= | |tech-prog-lang=Perl | ||
|tech-redundancy= | |tech-redundancy=Yes (via Apache and MySQL clustering) | ||
|tech-docu-link=http:// | |tech-docu-link=http://doc.otrs.org/3.1/en/html/ | ||
|transfer-from-ggus=GGUS is | |transfer-from-ggus=GGUS is using SOAP calls for creating and modifying tickets in OTRS system. Used operations are: | ||
* TicketCreateNumber and | |||
* TicketCreate for creating a new ticket, | |||
* ArticleSend for adding comments, | |||
* TicketTitleUpdate for updating the ticket subject, | |||
* StateSet for updating the status and | |||
* PrioritySet for changing the ticket priority. | |||
|field-mapping create from GGUS to Unit={{{!}}border="1" | |||
! GGUS system {{!!}} NGI_FRANCE system | |||
{{!}}- | |||
{{!}}Request-ID {{!!}} GGUSId | |||
{{!}}- | |||
{{!}}Subject {{!!}} Subject | |||
{{!}}- | |||
{{!}}Description {{!!}} Body | |||
{{!}}- | |||
{{!}}E-Mail {{!!}} Customer Email | |||
{{!}}- | |||
{{!}}Target-ID (hidden) {{!!}} Ticketnumber | |||
{{!}}- | |||
{{!}}Incident-ID (hidden){{!!}} TicketID | |||
{{!}}- | |||
{{!}}Status {{!!}} State | |||
{{!}}- | |||
{{!}}Priority {{!!}} Priority | |||
{{!}}- | |||
{{!}}Ticket Type {{!!}} GGUSTicketType | |||
{{!}}- | |||
{{!}}Ticket Category {{!!}} GGUSTicketCategory | |||
{{!}}- | |||
{{!}}Notified Site {{!!}} GGUSSite | |||
{{!}}- | |||
{{!}}Affected VO {{!!}} GGUSVO | |||
{{!}}- | |||
{{!}}VO Specific {{!!}} GGUSVOSpecific | |||
{{!}}- | |||
{{!}}Responsible Unit {{!!}} GGUSResponsibleUnit | |||
{{!}}- | |||
{{!}}Type Of Problem {{!!}} GGUSTypeOfProblem | |||
{{!}}- | |||
{{!}}Public Diary {{!!}} Body | |||
{{!}}- | |||
{{!}}Internal Diary {{!!}} Body | |||
{{!}}} | |||
|field-mapping modify from GGUS to Unit={{{!}}border="1" | |||
! GGUS system {{!!}} NGI_FRANCE system | |||
{{!}}- | |||
{{!}}Subject {{!!}} Subject | |||
{{!}}- | |||
{{!}}Solution {{!!}} Body | |||
{{!}}- | |||
{{!}}Target-ID (hidden) {{!!}} Ticketnumber | |||
{{!}}- | |||
{{!}}Incident-ID (hidden){{!!}} TicketID | |||
{{!}}- | |||
{{!}}Status {{!!}} State | |||
{{!}}- | |||
{{!}}Priority {{!!}} Priority | |||
{{!}}- | |||
{{!}}Ticket Type {{!!}} GGUSTicketType | |||
{{!}}- | |||
{{!}}Ticket Category {{!!}} GGUSTicketCategory | |||
{{!}}- | |||
{{!}}Notified Site {{!!}} GGUSSite | |||
{{!}}- | |||
{{!}}Affected VO {{!!}} GGUSVO | |||
{{!}}- | |||
{{!}}VO Specific {{!!}} GGUSVOSpecific | |||
{{!}}- | |||
{{!}}Responsible Unit {{!!}} GGUSResponsibleUnit | |||
{{!}}- | |||
{{!}}Type Of Problem {{!!}} GGUSTypeOfProblem | |||
{{!}}- | |||
{{!}}Public Diary {{!!}} Body | |||
{{!}}- | |||
{{!}}Internal Diary {{!!}} Body | |||
{{!}}} | |||
<br> For accessing the OTRS web services the IP of the GGUS server must be registered in OTRS. | |||
|transfer-to-ggus=Data transfer from the NGI_FRANCE ticketing system to GGUS is done using SOAP web services.. | |transfer-to-ggus=Data transfer from the NGI_FRANCE ticketing system to GGUS is done using SOAP web services.. | ||
Available operations are of GGUS system are: | Available operations are of GGUS system are: | ||
* OpCreate for creating a new ticket in GGUS system, | * OpCreate for creating a new ticket in GGUS system, | ||
* | * TicketModify for updating an existing ticket and | ||
* TicketGet for reading values of an existing ticket. | * TicketGet for reading values of an existing ticket. | ||
|field-mapping={{{!}}border="1" | |||
The functions used in the OTRS->GGUS sync are : | |||
* GGUSChangePriority | |||
* GGUSChangeStatus | |||
* GGUSAddResponse | |||
All this functions use the TicketModify SOAP operation. | |||
|field-mapping create from Unit to GGUS={{{!}}border="1" | |||
! GGUS system {{!!}} NGI_FRANCE ticketing system | ! GGUS system {{!!}} NGI_FRANCE ticketing system | ||
{{!}}- | {{!}}- | ||
{{!}} | {{!}}"email-external", "email-internal"{{!!}} Article Type | ||
{{!}}- | {{!}}- | ||
{{!}}Description {{!!}} | {{!}}Description {{!!}} Body | ||
{{!}}- | |||
{{!}}Detailed Solution {{!!}} Body | |||
{{!}}- | |||
{{!}}Internal Diary {{!!}} Body | |||
{{!}}- | |||
{{!}}Priority {{!!}} Priority | |||
{{!}}- | |||
{{!}}Public Diary {{!!}} Body | |||
{{!}}- | |||
{{!}}"GGUS" {{!!}} Customer ID | |||
{{!}}- | |||
{{!}}Status {{!!}} State | |||
{{!}}- | |||
{{!}}"GGUS" {{!!}} Customer User | |||
{{!}}- | |||
{{!}}"unlock" {{!!}} Lock | |||
{{!}}- | |||
{{!}}"GGUS" {{!!}} Queue | |||
{{!}}- | |||
{{!}}Target ID {{!!}} Ticket ID | |||
{{!}}- | |||
{{!}}Incident ID {{!!}} Ticket Number | |||
{{!}}- | |||
{{!}}Subject {{!!}} Title | |||
{{!}}- | |||
{{!}}"integer value" {{!!}} User ID | |||
{{!}}} | |||
|field-mapping modify from Unit to GGUS={{{!}}border="1" | |||
! GGUS system {{!!}} NGI_FRANCE ticketing system | |||
{{!}}- | |||
{{!}}"email-external", "email-internal"{{!!}} Article Type | |||
{{!}}- | |||
{{!}}Description {{!!}} Body | |||
{{!}}- | |||
{{!}}Detailed Solution {{!!}} Body | |||
{{!}}- | |||
{{!}}Internal Diary {{!!}} Body | |||
{{!}}- | |||
{{!}}Priority {{!!}} Priority | |||
{{!}}- | |||
{{!}}Public Diary {{!!}} Body | |||
{{!}}- | |||
{{!}}"GGUS" {{!!}} Customer ID | |||
{{!}}- | |||
{{!}}Status {{!!}} State | |||
{{!}}- | |||
{{!}}"GGUS" {{!!}} Customer User | |||
{{!}}- | |||
{{!}}"unlock" {{!!}} Lock | |||
{{!}}- | |||
{{!}}"GGUS" {{!!}} Queue | |||
{{!}}- | |||
{{!}}Target ID {{!!}} Ticket ID | |||
{{!}}- | |||
{{!}}Incident ID {{!!}} Ticket Number | |||
{{!}}- | |||
{{!}}Subject {{!!}} Title | |||
{{!}}- | |||
{{!}}"integer value" {{!!}} User ID | |||
{{!}}} | |||
* Status value mapping | |||
{{{!}}border="1" | |||
! GGUS system {{!!}} NGI_FRANCE ticketing system | |||
{{!}}- | {{!}}- | ||
{{!}} | {{!}}new {{!!}} new (1) | ||
{{!}}- | {{!}}- | ||
{{!}} | {{!}}assigned {{!!}} open (4) | ||
{{!}}- | {{!}}- | ||
{{!}} | {{!}}in progress {{!!}} open (4) | ||
{{!}}- | {{!}}- | ||
{{!}} | {{!}}waiting for reply {{!!}} pending reminder (6) | ||
{{!}}- | {{!}}- | ||
{{!}} | {{!}}on hold {{!!}} pending reminder (6) | ||
{{!}}- | {{!}}- | ||
{{!}} | {{!}}reopened {{!!}} open (4) | ||
{{!}}- | {{!}}- | ||
{{!}} | {{!}}solved {{!!}} pending auto close+ (7) | ||
{{!}}- | {{!}}- | ||
{{!}} | {{!}}unsolved {{!!}} closed unsuccessful (3) | ||
{{!}}- | {{!}}- | ||
{{!}} | {{!}}verified {{!!}} closed successful (2) | ||
{{!}}} | {{!}}} | ||
|attachments=Attachments are not synchronized. | |attachments=Attachments are not synchronized. | ||
|Comments=n.a. | |Comments=n.a. | ||
}} | }} | ||
--> | |||
<!-- not used |more= --> | <!-- not used |more= --> |
Latest revision as of 16:39, 12 February 2019