Difference between revisions of "GGUS:ROC CERN Interface FAQ"

Revision as of 09:18, 4 February 2013

GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk

FAQ for the Interface between GGUS and ROC_CERN Ticketing System

Reference link

https://cern.service-now.com/

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 assigned in progress (a) waiting for reply (a) on hold (a) reopened solved unsolved verified closed (a) status change in GGUS is not propagated to SNOW but only from SNOW to GGUS.	Incident State 2 (Assigned) 3 (In progress) (a) 4 (Waiting for user) (a) 5 (Waiting for 3rd party, Waiting for Project Mgmt, Waiting for Change Mgmt, Workaround - Waiting for 3rd party, Workaround - Waiting for Change) (a) 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 ROC_CERN

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

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 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
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
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 modify 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 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

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

@@ Line 29: / Line 29: @@
 * assigned
 * in progress (a)
-* waiting for reply
+* waiting for reply (a)
-* on hold
+* on hold (a)
 * reopened
 * solved
@@ Line 36: / Line 36: @@
 * 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".
+(a) status change in GGUS is not propagated to SNOW but only from SNOW to GGUS.
-{{!!}}  Incident State
+{{!!}}Incident State
 * 2 (Assigned)
-* 3 (In progress)
+* 3 (In progress) (a)
-* 4 (Waiting for user)
+* 4 (Waiting for user) (a)
-* 5 (Waiting for 3rd party, Waiting for Project Mgmt, Waiting for Change Mgmt, Workaround - Waiting for 3rd party, Workaround - Waiting for Change)
+* 5 (Waiting for 3rd party, Waiting for Project Mgmt, Waiting for Change Mgmt, Workaround - Waiting for 3rd party, Workaround - Waiting for Change) (a)
 * 2 (In progress)
 * 6 (Resolved)