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:
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 ticketing system
|
Web service (static value) |
Contact Type
|
Attachment Data |
Attachment Data
|
Attachment Name |
Attachment Name
|
Status
- assigned
- in progress (a)
- waiting for reply (a)
- on hold (a)
- reopened
- solved
- unsolved
- verified
- closed
(a) status change in GGUS is not propagated to SNOW but only from SNOW to GGUS.
|
Incident State
- 2 (Assigned)
- 3 (In progress) (a)
- 4 (Waiting for user) (a)
- 5 (Waiting for 3rd party, Waiting for Project Mgmt, Waiting for Change Mgmt, Workaround - Waiting for 3rd party, Workaround - Waiting for Change) (a)
- 2 (In progress)
- 6 (Resolved)
- 6 (Resolved)
- 7 (Closed)
- 7 (Closed)
|
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 ROC_CERN
GGUS system |
SNOW ticketing system
|
Web service (static value) |
Contact Type
|
Attachment Data |
Attachment Data
|
Attachment Name |
Attachment Name
|
Status
- assigned
- in progress (a)
- waiting for reply
- on hold
- reopened
- solved
- unsolved
- verified
- closed
(a) status change in GGUS is not propagated to SNOW but only from SNOW to GGUS.
|
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)
|
Detailed Solution |
Solution
|
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
|
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:
Field mapping create from ROC_CERN to GGUS
GGUS system |
SNOW ticketing system
|
Web service (static value) |
Contact Type
|
Attachment Data |
Attachment Data
|
Attachment Name |
Attachment Name
|
Status
- assigned
- in progress (a)
- waiting for reply
- on hold
- reopened
- solved
- unsolved
- verified
- closed
(a) status change in GGUS is not propagated to SNOW but only from SNOW to GGUS.
|
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)
|
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 ROC_CERN to GGUS
GGUS system |
SNOW ticketing system
|
Web service (static value) |
Contact Type
|
Attachment Data |
Attachment Data
|
Attachment Name |
Attachment Name
|
Status
- assigned
- in progress (a)
- waiting for reply
- on hold
- reopened
- solved
- unsolved
- verified
- closed
(a) status change in GGUS is not propagated to SNOW but only from SNOW to GGUS.
|
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)
|
Detailed Solution |
Solution
|
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:
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.
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