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Difference between revisions of "GGUS:NGI FRANCE Interface FAQ"

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(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…')
 
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{{GGUS-Interfaces
{{GGUS-Interfaces
|Unit=NGI_FRANCE
|Unit=NGI_FRANCE
|Updated=2011-10-11
|Updated=2012-01-23
|link=http://cctools.in2p3.fr/usersupport/
|link=
|tech-name-of-tool=XHelp
|tech-name-of-tool=OTRS
|tech-prog-lang=PHP
|tech-prog-lang=Perl
|tech-redundancy=No
|tech-redundancy=Yes (via Apache and MySQL clustering)
|tech-docu-link=http://cctools.in2p3.fr/usersupport/
|tech-docu-link=http://doc.otrs.org/3.1/en/html/
|transfer-from-ggus=GGUS is sending mails in XML format to the FR help desk system. These XML mails are parsed automatically and added to the related ticket in the NGI_FRANCE help desk system.
|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.
<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,
* TicketModifyfor updating an existing ticket and
* TicketModify for updating an existing ticket and
* TicketGet for reading values of an existing ticket.
* TicketGet for reading values of an existing ticket.
<!-- Currently, GGUS ticket cannot be created in OTRS. Futhermore, attachements are not synchronized. -->
The functions used in the OTRS->GGUS sync are :
* GGUSChangePriority
* GGUSChangeStatus
* GGUSAddResponse
All this functions use the TicketModify SOAP operation.
|field-mapping={{{!}}border="1"
|field-mapping={{{!}}border="1"
!      GGUS system {{!!}} NGI_FRANCE ticketing system
!      GGUS system {{!!}} NGI_FRANCE ticketing system
{{!}}-
{{!}}-
{{!}}Affected VO {{!!}} ggusexperiment
{{!}}"email-external", "email-internal"{{!!}} Article Type
{{!}}-
{{!}}-
{{!}}Description {{!!}} description
{{!}}Description {{!!}} Body
{{!}}-
{{!}}-
{{!}}Detailed Solution {{!!}} response
{{!}}Detailed Solution {{!!}} Body
{{!}}-
{{!}}-
{{!}}Internal Diary {{!!}} Response
{{!}}Internal Diary {{!!}} Body
{{!}}-
{{!}}-
{{!}}Priority         {{!!}} priority
{{!}}Priority         {{!!}} Priority
{{!}}-
{{!}}-
{{!}}Public Diary {{!!}} response
{{!}}Public Diary {{!!}} Body
{{!}}-
{{!}}-
{{!}}Responsible Unit {{!!}} ggusrespunit
{{!}}"GGUS"            {{!!}} Customer ID
{{!}}-
{{!}}-
{{!}}Status         {{!!}} status
{{!}}Status         {{!!}} State
{{!}}-
{{!}}-
{{!}}Submitter          {{!!}} ggusmail
{{!}}"GGUS"            {{!!}} Customer User
{{!}}-
{{!}}-
{{!}}Type Of Problem {{!!}} ggusproblem
{{!}}"unlock"    {{!!}} Lock
{{!}}-
{{!}}-
{{!}}VO Specific {{!!}} ggusspecific
{{!}}"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.

Revision as of 12:16, 21 January 2013

GGUS-logo.jpg


GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk

FAQ for the Interface between GGUS and NGI_FRANCE Ticketing System

Reference link

Technical details

Name of the Tool
OTRS
Programming language
Perl
Redundancy
Yes (via Apache and MySQL clustering)
Help, Documentation, Example code
http://doc.otrs.org/3.1/en/html/

Data transfer from GGUS to NGI_FRANCE ticketing system

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.


For accessing the OTRS web services the IP of the GGUS server must be registered in OTRS.

Field mapping create from GGUS to NGI_FRANCE

unknown

Field mapping modify from GGUS to NGI_FRANCE

unknown

Data transfer from NGI_FRANCE ticketing system 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:

  • OpCreate for creating a new ticket in GGUS system,
  • TicketModify for updating an existing ticket and
  • TicketGet for reading values of an existing ticket.


The functions used in the OTRS->GGUS sync are :

  • GGUSChangePriority
  • GGUSChangeStatus
  • GGUSAddResponse

All this functions use the TicketModify SOAP operation.

Field mapping create from NGI_FRANCE to GGUS

unknown

Field mapping modify from NGI_FRANCE to GGUS

unknown

Attachments

Attachments are not synchronized.

Comments

n.a.

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.

Search



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