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

Revision as of 10:31, 13 August 2014

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 system
Web service (static value)	Contact Type
Attachment Data	Attachment Data
Attachment Name	Attachment Name
Status assigned	Incident State 2 (Assigned)
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 ETICS FTS Development gLite VOBOX 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 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 ROC_CERN

GGUS system	SNOW 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: is not mapped to any status value in SNOW; GGUS is just adding a comment in SNOW. closed: is not mapped to any status value in SNOW and not pushed to SNOW. 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) for incidents and 9 (Resolved) for requests 6 (Resolved) for incidents and 9 (Resolved) for requests
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 solved ‘works as designed’ For unsolved ‘other’	Close Code
Support Unit DPM Development ELOG Operations ETICS FTS Development gLite VOBOX 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 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
Public Diary	Comments
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
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:

TicketModify.

Field mapping create from ROC_CERN to GGUS

n.a.

Field mapping modify from ROC_CERN to GGUS

SNOW system	GGUS system
Attachment Data	Attachment Data
Attachment Name	Attachment Name
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) 6 (Resolved) for incidents and 9 (Resolved) for requests 7 (Closed)	Status assigned in progress waiting for reply on hold solved closed
Comments	Detailed Solution, Public Diary (depending on ticket status)
Work Notes (internal)	Internal Diary
Last Login (hidden)	Last Login (hidden)
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	Last Modifier name of person doing the last modify
Impact Useful,Nice to have Necessary Important Essential	Priority less urgent urgent very urgent top priority
Short Description	Short Description
Incident State	Status

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

@@ Line 205: / Line 205: @@
 * 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)
-* 6 (Resolved)
+* 6 (Resolved) for incidents and 9 (Resolved) for requests
 * 7 (Closed)
 {{!!}}Status