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GGUS:OSG Interface FAQ

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GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


FAQ for the Interface between GGUS and OSG Ticketing System

Reference link

https://ticket.grid.iu.edu/goc/navigator

Technical details

Name of the Tool
Footprints
Programming language
unknown
Redundancy
No
Help, Documentation, Example code
http://docs.google.com/Doc?docid=0AQGl_1gJKDWDZGY5ZnR6anZfMjFmMmpzZmc1cA&hl=en#GOC_GGUS_TX_822028488136958_82

Data transfer from GGUS to OSG ticketing system

GGUS is sending mails with the GGUS ticket ID in the subject line to the OSG help desk system TX tool. These mails are parsed automatically by the TX tool. The TX tool checks whether there is already a ticket in the OSG help desk system related to the GGUS ID in the subject line.

  • GGUS ID already known in OSG:

The OSG help desk system fetches the data from GGUS via SOAP operation TicketGet using the given GGUS ID and updates the related OSG ticket.

  • GGUS ID not known in OSG:

The OSG help desk system fetches the data from GGUS via SOAP operation TicketGet using the given GGUS ID and creates a new ticket in OSG help desk system. The OSG ID is returned to GGUS system via SOAP operation TicketModify.

Field mapping create from GGUS to OSG

GGUS system OSG ticketing system
Request-ID GGUS Ticket ID
Description Description
History Description
Status Status
Priority Priority
Name Submitter Name
Phone Phone
Login Submitter DN
Ticket Type GGUS Ticket Type
Type Of Problem GGUS Problem Type

Field mapping modify from GGUS to OSG

GGUS system OSG ticketing system
Request-ID GGUS Ticket ID
Description Description
History Description
Status Status
Priority Priority
Name Submitter Name
Phone Phone
Login Submitter DN
Ticket Type GGUS Ticket Type
Type Of Problem GGUS Problem Type

Data transfer from OSG ticketing system to GGUS

OSG help desk system is using the SOAP web services provided by GGUS for creating (OpCreate) and updating (TicketModify) GGUS tickets. Retrieving data of GGUS tickets is done using SOAP web services (TicketGet) as well as retrieving the GGUS ticket history (OpGetTicketHist).

Field mapping create from OSG to GGUS

GGUS system OSG ticketing system
Description Description
Subject Title
Status Status
Priority Priority
Name Submitter Name
Phone Phone
Login Submitter DN
Last Login (hidden) Static string
Last Modifier Last Modifier
Origin ID FP ticket ID

Field mapping modify from OSG to GGUS

GGUS system OSG ticketing system
Description Description
Subject Title
Status Status
Priority Priority
Name Submitter Name
Phone Phone
Login Submitter DN
Last Login (hidden) Static string
Last Modifier Last Modifier
Origin ID FP ticket ID

Attachments

Attachments are synchronized in both directions

Comments

Additional information about the interface is available at http://docs.google.com/Doc?docid=0AQGl_1gJKDWDZGY5ZnR6anZfMjFmMmpzZmc1cA&hl=en#GOC_GGUS_TX_822028488136958_82

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