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

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!    GGUS system {{!!}} NGI_FRANCE system
!    GGUS system {{!!}} NGI_FRANCE system
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{{!}}Target-ID          {{!!}}  
{{!}}Subject            {{!!}} Subject
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{{!}}Solution      {{!!}} Body
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{{!}}Status            {{!!}}  
{{!}}Target-ID (hidden)  {{!!}} Ticketnumber
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{{!}}Short Description  {{!!}}  
{{!}}Incident-ID (hidden){{!!}} TicketID
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{{!}}Internal Diary {{!!}}  
{{!}}Status              {{!!}} State
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{{!}}Public Diary {{!!}}  
{{!}}Priority            {{!!}} Priority
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{{!}}Detailed Solution  {{!!}}  
{{!}}Ticket Type        {{!!}} GGUSTicketType
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{{!}}Last Modifier      {{!!}}  
{{!}}Ticket Category    {{!!}} GGUSTicketCategory
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{{!}}Temp Value (hidden){{!!}}  
{{!}}Notified Site      {{!!}} GGUSSite
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{{!}}Affected VO        {{!!}} GGUSVO
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{{!}}VO Specific        {{!!}} GGUSVOSpecific
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{{!}}Responsible Unit    {{!!}} GGUSResponsibleUnit
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{{!}}Type Of Problem    {{!!}} GGUSTypeOfProblem
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{{!}}Public Diary        {{!!}} Body
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<br> For accessing the OTRS web services the IP of the GGUS server must be registered in OTRS.
<br> For accessing the OTRS web services the IP of the GGUS server must be registered in OTRS.

Revision as of 14:51, 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.

Field mapping create from GGUS to NGI_FRANCE

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 NGI_FRANCE

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


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

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

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

Field mapping modify from NGI_FRANCE to GGUS

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
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.

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.

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