GGUS:NGI FRANCE Interface FAQ
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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 |
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
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Comments
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