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Difference between revisions of "GGUS:Operations Portal Interface FAQ"

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|GHD_Last_Modifier    || '''Mandatory'''|| Name of the person who did the last ticket update.
|GHD_Last_Modifier    || '''Mandatory'''|| Name of the person who did the last ticket update.
|-
|-
|GHD_Request_ID        || '''Mandatory'''|| GGUS ticket ID.
|GHD_Request_ID        || '''Mandatory'''||  
|-
|-
|GHD_Affected_Site    || Optional    || Site affected by the problem. Possible values are site names from GOCDB and OIMDB.
|GHD_Subject          || Optional    || Ticket subject.
|-
|-
|GHD_Responsible_Unit  || Optional    || Support unit in charge of the ticket. GGUS support units are listed at https://ggus-helmut.ggus.eu/pages/resp_unit_info.php.
|GHD_Status            || Optional    || ????
|-
|-
|GHD_Assign_To        || Optional    || Add mail address for assigning a ticket to a dedicated person.
|GHD_Responsible_Unit  || Optional    || ????
|-
|-
|GHD_Carbon_Copy      || Optional    || Add mail addresses for notifying people on this ticket. Please use semi-colon as delimiter.
|GHD_Public_Diary      || Optional    || Field for comments of any kind. Up to 4000 chars.
|-
|-
|GHD_VO_Specific      || Optional    || Flag indicating whether a problem is specific to a given VO or not. Possible values are "Yes" and "No". Defaults to "No".
|GHD_Involve       || Optional    || Add mail addresses for involving people in this ticket. Please use semi-colon as delimiter.
|-
|-
|GHD_Priority       || Optional    || Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent".
|GHD_Affected_Site    || Optional    || Site affected by the problem. Possible values are site names from GOCDB and OIMDB.
|-
|-
|GHD_Subject          || Optional    || Ticket subject.
|GHD_Carbon_Copy      || Optional    || Add mail addresses for notifying people on this ticket. Please use semi-colon as delimiter.
|-
|GHD_Problem_Type      || Optional    || Possible values are given here: [[GGUS:Type_Of_Problem]]. Defaults to "Other Services".
|-
|-
|GHD_Detailed_Solution || Optional    || Solution text required if changing status to "solved" or "unsolved".
|GHD_Soap_Client_Data  || Optional    || Dedicated field for operations use.
|-
|-
|GHD_Public_Diary      || Optional    || Public comment that will trigger a notification to the ticket submitter.
|GHD_Detailed_Solution || Optional    || Detailed solution text. Length is up to 4000 chars.
|-
|-
|GHD_Internal_Diary    || Optional    || Internal comment for support staffs only.
|GHD_Assign_To        || Optional    || Add mail addresses for assigning a ticket to a dedicated person.
|-
|-
|GHD_Status            || Optional    || Ticket status. Possible status values are listed here: [[GGUS:Status_Values]]
|GHD_Priority          || Optional    || Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent".
|}
|}


Revision as of 14:32, 26 July 2012

GGUS-logo.jpg


GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk

FAQ for the operations portal interface

Updated
2012-07-26

Purpose

This document describes the interface used by operations portal for submitting and updating operations tickets in GGUS.
The interface is using dedicated SOAP web services for submission and updating provided by GGUS.
However the operations tickets feature is restricted to the use by operations portal.

SOAP web service

The SOAP web services for submitting and updating team tickets are described in a wsdl file. This wsdl file is mapped to the GGUS test instance. For getting the wsdl file of GGUS production instance please contact the GGUS administrators.
4 SOAP operations are provided with the web services:

  • OpCreateOps
  • OpModifyOps
  • OpGetOps
  • OpGetListOps


OpCreateOps

This operation is being used for submitting operations tickets. It will return a ticket ID in case of success. In case of any problem an error message will occur.
Possible input values and their meaning are listed in the table below.
NOTE: not all fields marked as mandatory in the table are mandatory for the SOAP operation. However for not breaking the team ticket work flow it is recommended to provide field values as described in the table.

Input values

XML element Mode Comments
GHD_Affected_VO Mandatory VO affected by the problem. Please set to "ops".
GHD_Last_Login Mandatory Account used by the SOAP client.
GHD_Last_Modifier Mandatory Name of the person who did the last ticket update.
GHD_Subject Mandatory Ticket subject.
GHD_Ticket_Type Mandatory Please set to "OPS"! Not providing the value "OPS" will lead to a simple "USER" ticket!
GHD_Status Optional ????
GHD_Responsible_Unit Optional ????
GHD_Public_Diary Optional Field for comments of any kind. Up to 4000 chars.
GHD_Involve Optional Add mail addresses for involving people in this ticket. Please use semi-colon as delimiter.
GHD_Affected_Site Optional Site affected by the problem. Possible values are site names from GOCDB and OIMDB.
GHD_Carbon_Copy Optional Add mail addresses for notifying people on this ticket. Please use semi-colon as delimiter.
GHD_Soap_Client_Data Optional Dedicated field for operations use.
GHD_Description Optional Detailed description of the problem.Length is up to 4000 chars.
GHD_Submitter Optional Name of ticket submitter.
GHD_Priority Optional Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent".
GHD_Problem_Type Optional Please set to "COD Operations"! Possible other values are linked here: GGUS:Type_Of_Problem. Defaults to "Other".

Output values

In case of success this operation will return a ticket ID in the format "GHD_Request_ID = 99999".

OpModifyOps

This operation is being used for modifying team tickets. It will return a ticket ID in case of success. In case of any problem an error message will occur.
Available fields and their meaning are listed in the table below.

Input values

XML element Mode Comments
GHD_Last_Login Mandatory Account used by the SOAP client.
GHD_Last_Modifier Mandatory Name of the person who did the last ticket update.
GHD_Request_ID Mandatory
GHD_Subject Optional Ticket subject.
GHD_Status Optional ????
GHD_Responsible_Unit Optional ????
GHD_Public_Diary Optional Field for comments of any kind. Up to 4000 chars.
GHD_Involve Optional Add mail addresses for involving people in this ticket. Please use semi-colon as delimiter.
GHD_Affected_Site Optional Site affected by the problem. Possible values are site names from GOCDB and OIMDB.
GHD_Carbon_Copy Optional Add mail addresses for notifying people on this ticket. Please use semi-colon as delimiter.
GHD_Soap_Client_Data Optional Dedicated field for operations use.
GHD_Detailed_Solution Optional Detailed solution text. Length is up to 4000 chars.
GHD_Assign_To Optional Add mail addresses for assigning a ticket to a dedicated person.
GHD_Priority Optional Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent".

Output values

In case of success this operation will return the ticket ID used for calling the OpModifyTeam operation.


OpGetTeam

This operation is being used for getting the data of a team ticket searching by ticket ID. The result gives the fields like listed below.

Input values

  • GHD_Request_ID

Output values

  • GHD_Affected_Site
  • GHD_Affected_VO
  • GHD_Carbon_Copy
  • GHD_Assign_To
  • GHD_Modified_Date
  • GHD_Create_Date
  • GHD_Detailed_Solution
  • GHD_Description
  • GHD_Public_Diary
  • GHD_Internal_Diary
  • GHD_Status
  • GHD_VO_Specific
  • GHD_Last_Login
  • GHD_Last_Modifier
  • GHD_Priority
  • GHD_Subject
  • GHD_Problem_Type


OpGetListTeam

This operation is being used for getting all records of type "TEAM" affecting VO "biomed". The result is limited to the latest 500 records.

Input values

None.

Output values

The result gives a couple of basic fields for getting an idea about what each ticket is related to. For getting details an OpGetTeam operation should be executed.

  • GHD_Affected_Site
  • GHD_Affected_VO
  • GHD_Modified_Date
  • GHD_Status
  • GHD_VO_Specific
  • GHD_Last_Modifier
  • GHD_Priority
  • GHD_Subject
  • GHD_Problem_Type
  • GHD_Request_ID

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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