Difference between revisions of "GGUS:ROC CERN Interface FAQ"
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Revision as of 10:10, 5 June 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
NOTE! Status changes in GGUS may not be accepted by SNOW system due to internal business rules. Hence the ticket status may be different in both systems! |
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
NOTE! Status changes in GGUS may not be accepted by SNOW system due to internal business rules. Hence the ticket status may be different in both systems! |
Incident State
|
Detailed Solution | Comments |
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 depending on SNOW internal business rules. SNOW tickets with visibility classified as "sensitive" are not visible via the ticket URL in GGUS history. Updates on sensitive tickets are not propagated to GGUS.
Technically the 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
NOTE! Status changes in GGUS may not be accepted by SNOW system due to internal business rules. Hence the ticket status may be different in both systems! |
Incident State
|
Description | Comments |
Internal Diary | Work Notes (internal) |
Last Login (hidden) | Last Login (hidden) |
Last Modifier
|
Last Modifier
|
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
GGUS system | SNOW ticketing system |
---|---|
Web service (static value) | Contact Type |
Attachment Data | Attachment Data |
Attachment Name | Attachment Name |
Status
NOTE! Status changes in GGUS may not be accepted by SNOW system due to internal business rules. Hence the ticket status may be different in both systems! |
Incident State
|
Detailed Solution | Comments |
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 |
Attachments
Attachments are handled in a separate web service. The available operation is:
- AddAttachment
Comments
For site/SU notifications, GGUS uses the following mail addresses:
a. the support unit mail address
b. the escalation mail address
c. the site contact mail address
d. the site alarm mail address
a. is used for ticket assign and update notifications.
b. is used for ticket escalations by users and all kind of REMINDER mails.
c. is taken from GOC DB/OIM for notifying sites on tickets (including team tickets)
d. is taken from GOC DB/OIM for notifying tier-1 sites on alarm tickets
For ROC_CERN we use the following e-groups:
a. ggus-cern-notify@cern.ch
b. ggus-escalations-notifications@cern.ch
For site CERN_PROD we have
c. grid-cern-prod-admins@cern.ch taken from GOCDB
d. <VO>operator-alarm@cern.ch taken from GOCDB
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