Difference between revisions of "GGUS:ROC CERN Interface FAQ"
Line 17: | Line 17: | ||
If a GGUS ticket becomes a 'Change request' in GGUS before transferring it to SNOW, GGUS will create a "Request" in SNOW. | If a GGUS ticket becomes a 'Change request' in GGUS before transferring it to SNOW, GGUS will create a "Request" in SNOW. | ||
The ticket synchronization will be the same as for incidents. | The ticket synchronization will be the same as for incidents. | ||
|field-mapping create from GGUS to Unit={{{!}}border="1" | |||
! GGUS system {{!!}} SNOW ticketing system | |||
{{!}}- | |||
{{!}}Web service (static value) {{!!}} Contact Type | |||
{{!}}- | |||
{{!}}Attachment Data {{!!}} Attachment Data | |||
{{!}}- | |||
{{!}}Attachment Name {{!!}} Attachment Name | |||
{{!}}- | |||
{{!}}Status | |||
* assigned | |||
* in progress (a) | |||
* waiting for reply | |||
* on hold | |||
* reopened | |||
* solved | |||
* unsolved | |||
* verified | |||
* closed | |||
(a) status changes to "in progress" in GGUS are not propagated to SNOW as in SNOW status "in progress" can only be set together with setting field "Assign to". | |||
{{!!}} Incident State | |||
* 2 (Assigned) | |||
* 3 (In progress) | |||
* 4 (Waiting for user) | |||
* 5 (Waiting for 3rd party, Waiting for Project Mgmt, Waiting for Change Mgmt, Workaround - Waiting for 3rd party, Workaround - Waiting for Change) | |||
* 2 (In progress) | |||
* 6 (Resolved) | |||
* 6 (Resolved) | |||
* 7 (Closed) | |||
* 7 (Closed) | |||
{{!}}- | |||
{{!}}Description {{!!}} Comments | |||
{{!}}- | |||
{{!}}Last Login (hidden){{!!}} Last Login (hidden) | |||
{{!}}- | |||
{{!}}Last Modifier | |||
* name of person doing the last modify | |||
{{!!}} Last Modifier | |||
* email address of person doing the last modify | |||
* in case the person doesn't have an email address the username is put in | |||
{{!}}- | |||
{{!}} | |||
Support Unit | |||
* DPM Development | |||
* ELOG Operations | |||
* EMI QA | |||
* EMI Testbeds | |||
* ETICS | |||
* FTS Development | |||
* GridView | |||
* gLite Release Pages and Repository | |||
* gLite UI | |||
* gLite VOBOX | |||
* gLite WN | |||
* Information System Development | |||
* lcg_util Development | |||
* LFC Development | |||
* Messaging | |||
* REBUS | |||
* ROC_CERN | |||
* SAM/Nagios | |||
{{!!}} Service Element | |||
* GRID Development Service | |||
* GRID Infrastructure Monitoring Service | |||
* GRID Test and Build Service | |||
* GRID Test and Build Service | |||
* GRID Test and Build Service | |||
* GRID Development Service | |||
* GRID Infrastructure Monitoring Service | |||
* GRID Test and Build Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Infrastructure Monitoring Service | |||
* WLCG Resource Monitoring Service | |||
* Tier-0 Support Service | |||
* GRID Infrastructure Monitoring Service | |||
{{!}}- | |||
{{!}}Priority | |||
* less urgent | |||
* urgent | |||
* very urgent | |||
* top priority | |||
{{!!}} Impact | |||
* Useful,Nice to have | |||
* Necessary | |||
* Important | |||
* Essential | |||
{{!}}- | |||
{{!}}Responsible Unit {{!!}} Functional Element | |||
{{!}}- | |||
{{!}}Responsible Unit + specific values | |||
* 2nd Line Support | |||
* 3rd Line Support | |||
{{!!}} Assignment Group | |||
{{!}}- | |||
{{!}}Short Description {{!!}} Short Description | |||
{{!}}- | |||
{{!}}Status {{!!}} Incident State | |||
{{!}}- | |||
{{!}}Target ID (hidden) {{!!}} Sys_ID | |||
{{!}}} | |||
|field-mapping modify from GGUS to Unit={{{!}}border="1" | |||
! GGUS system {{!!}} SNOW ticketing system | |||
{{!}}- | |||
{{!}}Web service (static value) {{!!}} Contact Type | |||
{{!}}- | |||
{{!}}Attachment Data {{!!}} Attachment Data | |||
{{!}}- | |||
{{!}}Attachment Name {{!!}} Attachment Name | |||
{{!}}- | |||
{{!}}Status | |||
* assigned | |||
* in progress (a) | |||
* waiting for reply | |||
* on hold | |||
* reopened | |||
* solved | |||
* unsolved | |||
* verified | |||
* closed | |||
(a) status changes to "in progress" in GGUS are not propagated to SNOW as in SNOW status "in progress" can only be set together with setting field "Assign to". | |||
{{!!}} Incident State | |||
* 2 (Assigned) | |||
* 3 (In progress) | |||
* 4 (Waiting for user) | |||
* 5 (Waiting for 3rd party, Waiting for Project Mgmt, Waiting for Change Mgmt, Workaround - Waiting for 3rd party, Workaround - Waiting for Change) | |||
* 2 (In progress) | |||
* 6 (Resolved) | |||
* 6 (Resolved) | |||
* 7 (Closed) | |||
* 7 (Closed) | |||
{{!}}- | |||
{{!}}Detailed Solution {{!!}} Solution | |||
{{!}}- | |||
{{!}}Internal Diary {{!!}} Work Notes (internal) | |||
{{!}}- | |||
{{!}}Last Login (hidden){{!!}} Last Login (hidden) | |||
{{!}}- | |||
{{!}}Last Modifier | |||
* name of person doing the last modify | |||
{{!!}} Last Modifier | |||
* email address of person doing the last modify | |||
* in case the person doesn't have an email address the username is put in | |||
{{!}}- | |||
{{!}} | |||
* For verified ‘works as designed’ | |||
* For solved ‘works as designed’ | |||
* For unsolved ‘other’ | |||
{{!!}} Close Code | |||
{{!}}- | |||
{{!}} | |||
Support Unit | |||
* DPM Development | |||
* ELOG Operations | |||
* EMI QA | |||
* EMI Testbeds | |||
* ETICS | |||
* FTS Development | |||
* GridView | |||
* gLite Release Pages and Repository | |||
* gLite UI | |||
* gLite VOBOX | |||
* gLite WN | |||
* Information System Development | |||
* lcg_util Development | |||
* LFC Development | |||
* Messaging | |||
* REBUS | |||
* ROC_CERN | |||
* SAM/Nagios | |||
{{!!}} Service Element | |||
* GRID Development Service | |||
* GRID Infrastructure Monitoring Service | |||
* GRID Test and Build Service | |||
* GRID Test and Build Service | |||
* GRID Test and Build Service | |||
* GRID Development Service | |||
* GRID Infrastructure Monitoring Service | |||
* GRID Test and Build Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Infrastructure Monitoring Service | |||
* WLCG Resource Monitoring Service | |||
* Tier-0 Support Service | |||
* GRID Infrastructure Monitoring Service | |||
{{!}}- | |||
{{!}}Priority | |||
* less urgent | |||
* urgent | |||
* very urgent | |||
* top priority | |||
{{!!}} Impact | |||
* Useful,Nice to have | |||
* Necessary | |||
* Important | |||
* Essential | |||
{{!}}- | |||
{{!}}Public Diary {{!!}} Comments | |||
{{!}}- | |||
{{!}}Responsible Unit {{!!}} Functional Element | |||
{{!}}- | |||
{{!}}Responsible Unit + specific values | |||
* 2nd Line Support | |||
* 3rd Line Support | |||
{{!!}} Assignment Group | |||
{{!}}- | |||
{{!}}Short Description {{!!}} Short Description | |||
{{!}}- | |||
{{!}}Status {{!!}} Incident State | |||
{{!}}- | |||
{{!}}Target ID (hidden) {{!!}} Sys_ID | |||
{{!}}} | |||
|transfer-to-ggus=Data transfer from SNOW to GGUS is done using SOAP web services provided by GGUS system.<br><br> | |transfer-to-ggus=Data transfer from SNOW to GGUS is done using SOAP web services provided by GGUS system.<br><br> | ||
'''Incidents and requests'''<br> | '''Incidents and requests'''<br> | ||
Line 23: | Line 245: | ||
* OpCreate, | * OpCreate, | ||
* TicketModify. | * TicketModify. | ||
|field-mapping={{{!}}border="1" | |field-mapping create from Unit to GGUS={{{!}}border="1" | ||
! GGUS system {{!!}} SNOW ticketing system | |||
{{!}}- | |||
{{!}}Web service (static value) {{!!}} Contact Type | |||
{{!}}- | |||
{{!}}Attachment Data {{!!}} Attachment Data | |||
{{!}}- | |||
{{!}}Attachment Name {{!!}} Attachment Name | |||
{{!}}- | |||
{{!}}Status | |||
* assigned | |||
* in progress (a) | |||
* waiting for reply | |||
* on hold | |||
* reopened | |||
* solved | |||
* unsolved | |||
* verified | |||
* closed | |||
(a) status changes to "in progress" in GGUS are not propagated to SNOW as in SNOW status "in progress" can only be set together with setting field "Assign to". | |||
{{!!}} Incident State | |||
* 2 (Assigned) | |||
* 3 (In progress) | |||
* 4 (Waiting for user) | |||
* 5 (Waiting for 3rd party, Waiting for Project Mgmt, Waiting for Change Mgmt, Workaround - Waiting for 3rd party, Workaround - Waiting for Change) | |||
* 2 (In progress) | |||
* 6 (Resolved) | |||
* 6 (Resolved) | |||
* 7 (Closed) | |||
* 7 (Closed) | |||
{{!}}- | |||
{{!}}Description {{!!}} Comments | |||
{{!}}- | |||
{{!}}Detailed Solution {{!!}} Solution | |||
{{!}}- | |||
{{!}}Internal Diary {{!!}} Work Notes (internal) | |||
{{!}}- | |||
{{!}}Last Login (hidden){{!!}} Last Login (hidden) | |||
{{!}}- | |||
{{!}}Last Modifier | |||
* name of person doing the last modify | |||
{{!!}} Last Modifier | |||
* email address of person doing the last modify | |||
* in case the person doesn't have an email address the username is put in | |||
{{!}}- | |||
{{!}} | |||
* For verified ‘works as designed’ | |||
* For solved ‘works as designed’ | |||
* For unsolved ‘other’ | |||
{{!!}} Close Code | |||
{{!}}- | |||
{{!}} | |||
Support Unit | |||
* DPM Development | |||
* ELOG Operations | |||
* EMI QA | |||
* EMI Testbeds | |||
* ETICS | |||
* FTS Development | |||
* GridView | |||
* gLite Release Pages and Repository | |||
* gLite UI | |||
* gLite VOBOX | |||
* gLite WN | |||
* Information System Development | |||
* lcg_util Development | |||
* LFC Development | |||
* Messaging | |||
* REBUS | |||
* ROC_CERN | |||
* SAM/Nagios | |||
{{!!}} Service Element | |||
* GRID Development Service | |||
* GRID Infrastructure Monitoring Service | |||
* GRID Test and Build Service | |||
* GRID Test and Build Service | |||
* GRID Test and Build Service | |||
* GRID Development Service | |||
* GRID Infrastructure Monitoring Service | |||
* GRID Test and Build Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Development Service | |||
* GRID Infrastructure Monitoring Service | |||
* WLCG Resource Monitoring Service | |||
* Tier-0 Support Service | |||
* GRID Infrastructure Monitoring Service | |||
{{!}}- | |||
{{!}}Priority | |||
* less urgent | |||
* urgent | |||
* very urgent | |||
* top priority | |||
{{!!}} Impact | |||
* Useful,Nice to have | |||
* Necessary | |||
* Important | |||
* Essential | |||
{{!}}- | |||
{{!}}Public Diary {{!!}} Comments | |||
{{!}}- | |||
{{!}}Responsible Unit {{!!}} Functional Element | |||
{{!}}- | |||
{{!}}Responsible Unit + specific values | |||
* 2nd Line Support | |||
* 3rd Line Support | |||
{{!!}} Assignment Group | |||
{{!}}- | |||
{{!}}Short Description {{!!}} Short Description | |||
{{!}}- | |||
{{!}}Status {{!!}} Incident State | |||
{{!}}- | |||
{{!}}Target ID (hidden) {{!!}} Sys_ID | |||
{{!}}} | |||
|field-mapping create from Unit to GGUS={{{!}}border="1" | |||
! GGUS system {{!!}} SNOW ticketing system | ! GGUS system {{!!}} SNOW ticketing system | ||
{{!}}- | {{!}}- | ||
Line 140: | Line 480: | ||
{{!}}Target ID (hidden) {{!!}} Sys_ID | {{!}}Target ID (hidden) {{!!}} Sys_ID | ||
{{!}}} | {{!}}} | ||
|attachments=Attachments are handled in a separate web service. The available operation is: | |attachments=Attachments are handled in a separate web service. The available operation is: | ||
* AddAttachment | * AddAttachment |
Revision as of 16:38, 21 January 2013
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ for the Interface between GGUS and ROC_CERN Ticketing System
Reference link
Technical details
- Name of the Tool
- Service Now (SNOW)
- Programming language
- n.a.
- Redundancy
- No
- Help, Documentation, Example code
- n.a.
Data transfer from GGUS to ROC_CERN ticketing system
Data transfer from GGUS to SNOW is done using SOAP web services provided by SNOW.
Due to incompatible data types in several fields GGUS implemented a wrapper tool for covering this issue. The wrapper tool is implemented in PHP.
Used operations are:
- insert,
- update,
- get.
Incidents and requests
If a GGUS 'incident' becomes a GGUS 'change request' nothing will change in the related SNOW ticket. It will continue its life as an incident INC999999.
If a GGUS ticket becomes a 'Change request' in GGUS before transferring it to SNOW, GGUS will create a "Request" in SNOW.
The ticket synchronization will be the same as for incidents.
Field mapping create from GGUS to ROC_CERN
GGUS system | SNOW ticketing system |
---|---|
Web service (static value) | Contact Type |
Attachment Data | Attachment Data |
Attachment Name | Attachment Name |
Status
(a) status changes to "in progress" in GGUS are not propagated to SNOW as in SNOW status "in progress" can only be set together with setting field "Assign to". |
Incident State
|
Description | Comments |
Last Login (hidden) | Last Login (hidden) |
Last Modifier
|
Last Modifier
|
Support Unit
|
Service Element
|
Priority
|
Impact
|
Responsible Unit | Functional Element |
Responsible Unit + specific values
|
Assignment Group |
Short Description | Short Description |
Status | Incident State |
Target ID (hidden) | Sys_ID |
Field mapping modify from GGUS to ROC_CERN
GGUS system | SNOW ticketing system |
---|---|
Web service (static value) | Contact Type |
Attachment Data | Attachment Data |
Attachment Name | Attachment Name |
Status
(a) status changes to "in progress" in GGUS are not propagated to SNOW as in SNOW status "in progress" can only be set together with setting field "Assign to". |
Incident State
|
Detailed Solution | Solution |
Internal Diary | Work Notes (internal) |
Last Login (hidden) | Last Login (hidden) |
Last Modifier
|
Last Modifier
|
|
Close Code |
Support Unit
|
Service Element
|
Priority
|
Impact
|
Public Diary | Comments |
Responsible Unit | Functional Element |
Responsible Unit + specific values
|
Assignment Group |
Short Description | Short Description |
Status | Incident State |
Target ID (hidden) | Sys_ID |
Data transfer from ROC_CERN ticketing system to GGUS
Data transfer from SNOW to GGUS is done using SOAP web services provided by GGUS system.
Incidents and requests
If a SNOW 'incident' INC999999 becomes a SNOW "Request" REQ888888, its number will be sent to GGUS and, in the same web service call, the GGUS field " Ticket category" will change value automatically (triggered by SNOW) from 'incident' into 'change request'. GGUS will synchronize with the SNOW request from now on.
Used operations are:
- OpCreate,
- TicketModify.
Field mapping create from ROC_CERN to GGUS
GGUS system | SNOW ticketing system |
---|---|
Web service (static value) | Contact Type |
Attachment Data | Attachment Data |
Attachment Name | Attachment Name |
Status
(a) status changes to "in progress" in GGUS are not propagated to SNOW as in SNOW status "in progress" can only be set together with setting field "Assign to". |
Incident State
|
Description | Comments |
Detailed Solution | Solution |
Internal Diary | Work Notes (internal) |
Last Login (hidden) | Last Login (hidden) |
Last Modifier
|
Last Modifier
|
|
Close Code |
Support Unit
|
Service Element
|
Priority
|
Impact
|
Public Diary | Comments |
Responsible Unit | Functional Element |
Responsible Unit + specific values
|
Assignment Group |
Short Description | Short Description |
Status | Incident State |
Target ID (hidden) | Sys_ID |
Field mapping modify from ROC_CERN to GGUS
unknown
Attachments
Attachments are handled in a separate web service. The available operation is:
- AddAttachment
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
- Please use this link to search inside the GGUS FAQ