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| |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. |
| |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
| |
| * waiting for reply
| |
| * on hold
| |
| * reopened
| |
| * solved
| |
| * unsolved
| |
| * verified
| |
| * closed
| |
| 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
| |
| * 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)
| |
| <br>
| |
| {{!}}-
| |
| {{!}}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
| |
| * 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
| |
| * 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
| |
| * waiting for reply
| |
| * on hold
| |
| * reopened
| |
| * solved
| |
| * unsolved
| |
| * verified
| |
| * closed
| |
| 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
| |
| * 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)
| |
| <br> | |
| {{!}}-
| |
| {{!}}Detailed Solution {{!!}} 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
| |
| {{!}}-
| |
| {{!}}
| |
| * 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
| |
| * 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
| |
| * 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>
| |
| '''Incidents and requests'''<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>
| |
| Used operations are:
| |
| * OpCreate,
| |
| * TicketModify.
| |
| |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
| |
| * waiting for reply
| |
| * on hold
| |
| * reopened
| |
| * solved
| |
| * unsolved
| |
| * verified
| |
| * closed
| |
| 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
| |
| * 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)
| |
| <br>
| |
| {{!}}-
| |
| {{!}}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
| |
| * 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
| |
| * 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 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
| |
| * waiting for reply
| |
| * on hold
| |
| * reopened
| |
| * solved
| |
| * unsolved
| |
| * verified
| |
| * closed
| |
| 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
| |
| * 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)
| |
| <br>
| |
| {{!}}-
| |
| {{!}}Detailed Solution {{!!}} 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
| |
| {{!}}-
| |
| {{!}}
| |
| * 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
| |
| * 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
| |
| * 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=For site/SU notifications, GGUS uses the following mail addresses:<br> | | |Comments=For site/SU notifications, GGUS uses the following mail addresses:<br> |
| a. the support unit mail address<br> | | a. the support unit mail address<br> |
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