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

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{{GGUS-Interfaces
{{GGUS-Interfaces
|Unit=ROC_CERN
|Unit=ROC_CERN
|Updated=2011-10-05
|link=https://cern.service-now.com/
|link=https://cern.service-now.com/
|tech-name-of-tool=Service Now (SNOW)
|tech-name-of-tool=Service Now (SNOW)
Line 7: Line 6:
|tech-redundancy=No
|tech-redundancy=No
|tech-docu-link=n.a.
|tech-docu-link=n.a.
|transfer-from-ggus=Data transfer from GGUS to SNOW is done using SOAP web services provided by SNOW.
|transfer-from-ggus=Data transfer from GGUS to SNOW is done using SOAP web services provided by SNOW. <br>
Due to incompatible data types in several fields GGUS implemented a wrapper tool for covering this issue. The wrapper tool is implemented in PHP.<br>
See [[GGUS:SNOW_Interface_FAQ]] for details. <br><br>
Used operations are:
|field-mapping create from GGUS to Unit=See [[GGUS:SNOW_Interface_FAQ]] for details.
* insert,
|field-mapping modify from GGUS to Unit=See [[GGUS:SNOW_Interface_FAQ]] for details.
* update,
|transfer-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.'''<br>
* get.<br><br>
Technically the data transfer from SNOW to GGUS is done using SOAP web services provided by GGUS system.<br>
'''Incidents and requests'''<br>
See [[GGUS:SNOW_Interface_FAQ]] for details.<br><br>  
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.<br>
|field-mapping create from Unit to GGUS=n.a.
If a GGUS ticket becomes a 'Change request' in GGUS before transferring it to SNOW, GGUS will create a "Request" in SNOW.
|field-mapping modify from Unit to GGUS=See [[GGUS:SNOW_Interface_FAQ]] for details.
The ticket synchronization will be the same as for incidents.
|attachments=See [[GGUS:SNOW_Interface_FAQ]] for details.
|transfer-to-ggus=Data transfer from SNOW to GGUS is done using SOAP web services provided by GGUS system.<br><br>  
|Comments=For site/SU notifications, GGUS uses the following mail addresses:<br>
'''Incidents and requests'''<br>
a. the support unit mail address<br>
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.<br>
b. the escalation mail address<br>
Used operations are:
c. the site contact mail address<br>
* OpCreate,
d. the site alarm mail address<br>
* TicketModify.
 
|field-mapping={{{!}}border="1"
a. is used for ticket assign and update notifications.<br>
!      GGUS system {{!!}} SNOW ticketing system
b. is used for ticket escalations by users and all kind of REMINDER mails.<br>
{{!}}-
c. is taken from GOC DB/OIM for notifying sites on tickets (including team tickets)<br>
{{!}}Web service (static value) {{!!}} Contact Type
d. is taken from GOC DB/OIM for notifying tier-1 sites on alarm tickets<br>
{{!}}-
 
{{!}}Attachment Data {{!!}} Attachment Data
For ROC_CERN we use the following e-groups:<br>
{{!}}-
a. ggus-cern-notify@cern.ch<br>
{{!}}Attachment Name {{!!}} Attachment Name
b. ggus-escalations-notifications@cern.ch<br>
{{!}}-
 
{{!}}Status
For site CERN_PROD we have<br>
* assigned
c. grid-cern-prod-admins@cern.ch taken from GOCDB<br>
* in progress (a)
d. <VO>operator-alarm@cern.ch taken from GOCDB
* 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)
* 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)
{{!}}-
{{!}}
* For verified ‘works as designed’
* For solved ‘works as designed’
* For unsolved ‘other’
{{!!}} Close Code
{{!}}-
{{!}}
* DPM Development - GRID Development Service
* ELOG Operations - WLCG Operation Support Service
* EMI QA - GRID Middleware Release Service
* EMI Testbeds - GRID Testbed Management Service
* ETICS - GRID Middleware Build and Test Service
* FTS Development - GRID Development Service
* GridView - GRID Infrastructure Monitoring
* gLite Release Pages and Repository - GRID Middleware Release Service
* gLite UI - GRID Development Service
* gLite VOBOX - GRID Development Service
* gLite WN - GRID Development Service
* Information System Development - GRID Development Service
* lcg_util Development - GRID Development Service
* LFC Development - GRID Development Service
* Messaging - GRID Infrastructure Monitoring
* REBUS - WLCG Resource Monitoring Service
* ROC_CERN - WLCG Operation Support Service
* SAM/Nagios - GRID Infrastructure Monitoring
{{!!}} Service Element
{{!}}-
{{!}}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.
}}
}}
<!-- not used |more= -->
<!-- not used |more= -->

Latest revision as of 09:56, 29 September 2014

GGUS-logo.jpg


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.
See GGUS:SNOW_Interface_FAQ for details.

Field mapping create from GGUS to ROC_CERN

See GGUS:SNOW_Interface_FAQ for details.

Field mapping modify from GGUS to ROC_CERN

See GGUS:SNOW_Interface_FAQ for details.

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.
See GGUS:SNOW_Interface_FAQ for details.

Field mapping create from ROC_CERN to GGUS

n.a.

Field mapping modify from ROC_CERN to GGUS

See GGUS:SNOW_Interface_FAQ for details.

Attachments

See GGUS:SNOW_Interface_FAQ for details.

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



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