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 |
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 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 |
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 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:
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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