GGUS:ROC CERN Interface FAQ
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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
GGUS system | SNOW ticketing system |
---|---|
Web service (static value) | Contact Type |
Attachment Data | Attachment Data |
Attachment Name | Attachment Name |
Status
(a) status changes to "in progress" in GGUS are not propagated to SNOW as in SNOW status "in progress" can only be set together with setting field "Assign to". |
Incident State
|
Description | Comments |
Last Login (hidden) | Last Login (hidden) |
Last Modifier
|
Last Modifier
|
Support Unit
|
Service Element
|
Priority
|
Impact
|
Responsible Unit | Functional Element |
Responsible Unit + specific values
|
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
(a) status changes to "in progress" in GGUS are not propagated to SNOW as in SNOW status "in progress" can only be set together with setting field "Assign to". |
Incident State
|
Detailed Solution | Solution |
Internal Diary | Work Notes (internal) |
Last Login (hidden) | Last Login (hidden) |
Last Modifier
|
Last Modifier
|
|
Close Code |
Support Unit
|
Service Element
|
Priority
|
Impact
|
Public Diary | Comments |
Responsible Unit | Functional Element |
Responsible Unit + specific values
|
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:
- OpCreate,
- TicketModify.
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
(a) status changes to "in progress" in GGUS are not propagated to SNOW as in SNOW status "in progress" can only be set together with setting field "Assign to". |
Incident State
|
Description | Comments |
Detailed Solution | Solution |
Internal Diary | Work Notes (internal) |
Last Login (hidden) | Last Login (hidden) |
Last Modifier
|
Last Modifier
|
|
Close Code |
Support Unit
|
Service Element
|
Priority
|
Impact
|
Public Diary | Comments |
Responsible Unit | Functional Element |
Responsible Unit + specific values
|
Assignment Group |
Short Description | Short Description |
Status | Incident State |
Target ID (hidden) | Sys_ID |
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.
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