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| This page is currently work in progress. Please see [[GGUS:NGI_FRANCE_Interface_FAQ]] | | This page was moved to [[GGUS:NGI_FRANCE_Interface_FAQ]] |
| {{GGUS-Interfaces
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| |Unit=NGI_FRANCE
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| |Updated=2012-01-23
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| |link=
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| |tech-name-of-tool=OTRS
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| |tech-prog-lang=Perl
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| |tech-redundancy=Yes (via Apache and MySQL clustering)
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| |tech-docu-link=http://doc.otrs.org/3.1/en/html/
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| |transfer-from-ggus=GGUS is using SOAP calls for creating and modifying tickets in OTRS system. Used operations are:
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| * TicketCreateNumber and
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| * TicketCreate for creating a new ticket,
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| * ArticleSend for adding comments,
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| * TicketTitleUpdate for updating the ticket subject,
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| * StateSet for updating the status and
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| * PrioritySet for changing the ticket priority.
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| |transfer-to-ggus=Data transfer from the NGI_FRANCE ticketing system to GGUS is done using SOAP web services..
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| Available operations are of GGUS system are:
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| * OpCreate for creating a new ticket in GGUS system,
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| * TicketModify for updating an existing ticket and
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| * TicketGet for reading values of an existing ticket.
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| | |
| Currently, GGUS ticket cannot be created in OTRS. Futhermore, attachements are not synchronized.
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| | |
| The functions used in the OTRS->GGUS sync are :
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| * GGUSChangePriority
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| * GGUSChangeStatus
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| * GGUSAddResponse
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| | |
| All this functions use the TicketModify SOAP operation.
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| | |
| |field-mapping={{{!}}border="1"
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| ! GGUS system {{!!}} NGI_FRANCE ticketing system
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| {{!}}-
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| {{!}}"email-external", "email-internal"{{!!}} Article Type
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| {{!}}-
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| {{!}}Description {{!!}} Body
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| {{!}}-
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| {{!}}Detailed Solution {{!!}} Body
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| {{!}}-
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| {{!}}Internal Diary {{!!}} Body
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| {{!}}-
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| {{!}}Priority {{!!}} Priority
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| {{!}}-
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| {{!}}Public Diary {{!!}} Body
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| {{!}}-
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| {{!}}"GGUS" {{!!}} Customer ID
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| {{!}}-
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| {{!}}Status {{!!}} State
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| {{!}}-
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| {{!}}"GGUS" {{!!}} Customer User
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| {{!}}-
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| {{!}}"unlock" {{!!}} Lock
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| {{!}}-
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| {{!}}"GGUS" {{!!}} Queue
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| {{!}}-
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| {{!}}Target ID {{!!}} Ticket ID
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| {{!}}-
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| {{!}}Incident ID {{!!}} Ticket Number
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| {{!}}-
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| {{!}}Subject {{!!}} Title
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| {{!}}-
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| {{!}}"integer value" {{!!}} User ID
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| {{!}}}
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| * Status value mapping
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| {{{!}}border="1"
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| ! GGUS system {{!!}} NGI_FRANCE ticketing system
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| {{!}}-
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| {{!}}new {{!!}} new (1)
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| {{!}}-
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| {{!}}assigned {{!!}} open (4)
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| {{!}}-
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| {{!}}in progress {{!!}} open (4)
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| {{!}}-
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| {{!}}waiting for reply {{!!}} pending reminder (6)
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| {{!}}-
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| {{!}}on hold {{!!}} pending reminder (6)
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| {{!}}-
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| {{!}}reopened {{!!}} open (4)
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| {{!}}-
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| {{!}}solved {{!!}} pending auto close+ (7)
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| {{!}}-
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| {{!}}unsolved {{!!}} closed unsuccessful (3)
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| {{!}}-
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| {{!}}verified {{!!}} closed successful (2)
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| {{!}}}
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| |attachments=Attachments are not synchronized.
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| |Comments=n.a.
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| }}
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| <!-- not used |more= --> | | <!-- not used |more= --> |
The wiki is deprecated and due to be decommissioned by the end of September 2022.