|
|
| Line 6: |
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,
| |
| * get.<br><br>
| |
| '''Incidents and requests'''<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>
| |
| 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.<br>
| |
| For further information on SNow SOAP API for requests see also [[Media:IT_SNowRequestFulfillment.pdf]].
| |
| |field-mapping create from GGUS to Unit={{{!}}border="1" | |
| ! 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<br>
| |
| See [[GGUS:SNOW_Interface_FAQ]] for details | |
| {{!!}} Service Element
| |
| {{!}}-
| |
| {{!}}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 system
| |
| {{!}}-
| |
| {{!}}Web service (static value) {{!!}} Contact Type
| |
| {{!}}-
| |
| {{!}}Attachment Data {{!!}} Attachment Data
| |
| {{!}}-
| |
| {{!}}Attachment Name {{!!}} Attachment Name
| |
| {{!}}-
| |
| {{!}}Status
| |
| * assigned
| |
| * in progress
| |
| * waiting for reply
| |
| * on hold<br><br>
| |
| * 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.<br>
| |
| 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, <br>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<br><br><br><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 solved ‘works as designed’
| |
| * For unsolved ‘other’
| |
| {{!!}} Close Code
| |
| {{!}}-
| |
| {{!}}
| |
| Support Unit<br>
| |
| See [[GGUS:SNOW_Interface_FAQ]] for details | |
| {{!!}} Service Element
| |
| {{!}}-
| |
| {{!}}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
| |
| {{!}}}
| |
| | |
| |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> | | |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> |
| Technically the data transfer from SNOW to GGUS is done using SOAP web services provided by GGUS system.<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 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:
| |
| * TicketModify.
| |
| |field-mapping create from Unit to GGUS=n.a. | | |field-mapping create from Unit to GGUS=n.a. |
| |field-mapping modify from Unit to GGUS={{{!}}border="1" | | |field-mapping modify from Unit to GGUS=See [[GGUS:SNOW_Interface_FAQ]] for details. |
| ! SNOW system {{!!}} GGUS system
| | |attachments=See [[GGUS:SNOW_Interface_FAQ]] for details. |
| {{!}}-
| |
| {{!}}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:<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> |
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.
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.
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