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

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{{!}}-
{{!}}-
{{!}}"integer value"  {{!!}} User ID
{{!}}"integer value"  {{!!}} User ID
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* Status value mapping
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!      GGUS system    {{!!}} NGI_FRANCE ticketing system
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{{!}}new              {{!!}} new (1)
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{{!}}assigned          {{!!}} open (4)
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{{!}}unsolved          {{!!}} closed unsuccessful (3)
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|attachments=Attachments are not synchronized.
|attachments=Attachments are not synchronized.

Revision as of 13:00, 10 May 2012

This page is currently work in progress. Please see GGUS:NGI_FRANCE_Interface_FAQ

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

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.

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 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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