GGUS:NGI FRANCE Interface FAQ

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FAQ for the Interface between GGUS and NGI_FRANCE Ticketing System

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.

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