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Difference between revisions of "GGUS:ROC CERN Interface FAQ"
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* DPM Development - GRID | * DPM Development - GRID Development Service | ||
* ELOG Operations - WLCG | * ELOG Operations - WLCG Operation Support Service | ||
* EMI QA - GRID | * EMI QA - GRID Middleware Release Service | ||
* EMI Testbeds - GRID | * EMI Testbeds - GRID Testbed Management Service | ||
* ETICS - GRID | * ETICS - GRID Middleware Build and Test Service | ||
* FTS Development - GRID- | * FTS Development - GRID Development Service | ||
* gLite Release Pages and Repository - GRID | * GridView - GRID Infrastructure Monitoring | ||
* gLite UI - GRID | * gLite Release Pages and Repository - GRID Middleware Release Service | ||
* gLite VOBOX - GRID | * gLite UI - GRID Development Service | ||
* gLite WN - GRID | * gLite VOBOX - GRID Development Service | ||
* gLite WN - GRID Development Service | |||
* Information System Development - GRID | * Information System Development - GRID Development Service | ||
* lcg_util Development - GRID | * lcg_util Development - GRID Development Service | ||
* LFC Development - GRID | * LFC Development - GRID Development Service | ||
* Messaging - GRID | * Messaging - GRID Infrastructure Monitoring | ||
* REBUS - WLCG | * REBUS - WLCG Resource Monitoring Service | ||
* ROC_CERN - WLCG | * ROC_CERN - WLCG Operation Support Service | ||
* SAM/Nagios - GRID | * SAM/Nagios - GRID Infrastructure Monitoring | ||
{{!!}} Service Element | {{!!}} Service Element | ||
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Revision as of 16:00, 16 July 2012
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
unknown
Field mapping modify from GGUS to ROC_CERN
unknown
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
unknown
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