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Difference between revisions of "GGUS:ROC Russia Interface FAQ"
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|tech-docu-link=https://glse.itep.ru | |tech-docu-link=https://glse.itep.ru | ||
|transfer-from-ggus=For transferring data from GGUS system to the RU help desk system emails are sent to the RU help desk system. These mails are formatted as XML mails. They were parsed automatically. | |transfer-from-ggus=For transferring data from GGUS system to the RU help desk system emails are sent to the RU help desk system. These mails are formatted as XML mails. They were parsed automatically. | ||
|field-mapping create from GGUS to Unit={{{!}}border="1" | |||
! GGUS system {{!!}} ROC_RU ticketing system | |||
{{!}}- | |||
{{!}}Concerned VO {{!!}} Voname | |||
{{!}}- | |||
{{!}}Date/Time Of Problem {{!!}} Create date | |||
{{!}}- | |||
{{!}}Description {{!!}} Description | |||
{{!}}- | |||
{{!}}Detailed Solution {{!!}} Updatelog | |||
{{!}}- | |||
{{!}}E-mail {{!!}} email | |||
{{!}}- | |||
{{!}}Last Login {{!!}} Last Login | |||
{{!}}- | |||
{{!}}Last Modifier {{!!}} Last Modifier | |||
{{!}}- | |||
{{!}}Name {{!!}} User | |||
{{!}}- | |||
{{!}}Origin SG {{!!}} Origin support group | |||
{{!}}- | |||
{{!}}Priority {{!!}} Priority | |||
{{!}}- | |||
{{!}}Phone {{!!}} Phone | |||
{{!}}- | |||
{{!}}Public Diary {{!!}} Updatelog | |||
{{!}}- | |||
{{!}}Responsible Unit {{!!}} Responsible Unit | |||
{{!}}- | |||
{{!}}Request-ID {{!!}} GGUS ID | |||
{{!}}- | |||
{{!}}Short Description {{!!}} Short | |||
{{!}}- | |||
{{!}}Short Solution {{!!}} Short Solution | |||
{{!}}- | |||
{{!}}Status {{!!}} Status | |||
{{!}}- | |||
{{!}}Target ID (hidden) {{!!}} RU ID | |||
{{!}}- | |||
{{!}}Type Of Problem {{!!}} Type Of Problem | |||
{{!}}} | |||
|field-mapping modify from GGUS to Unit={{{!}}border="1" | |||
! GGUS system {{!!}} ROC_RU ticketing system | |||
{{!}}- | |||
{{!}}Concerned VO {{!!}} Voname | |||
{{!}}- | |||
{{!}}Date/Time Of Problem {{!!}} Create date | |||
{{!}}- | |||
{{!}}Description {{!!}} Description | |||
{{!}}- | |||
{{!}}Detailed Solution {{!!}} Updatelog | |||
{{!}}- | |||
{{!}}E-mail {{!!}} email | |||
{{!}}- | |||
{{!}}Last Login {{!!}} Last Login | |||
{{!}}- | |||
{{!}}Last Modifier {{!!}} Last Modifier | |||
{{!}}- | |||
{{!}}Name {{!!}} User | |||
{{!}}- | |||
{{!}}Origin SG {{!!}} Origin support group | |||
{{!}}- | |||
{{!}}Priority {{!!}} Priority | |||
{{!}}- | |||
{{!}}Phone {{!!}} Phone | |||
{{!}}- | |||
{{!}}Public Diary {{!!}} Updatelog | |||
{{!}}- | |||
{{!}}Responsible Unit {{!!}} Responsible Unit | |||
{{!}}- | |||
{{!}}Request-ID {{!!}} GGUS ID | |||
{{!}}- | |||
{{!}}Short Description {{!!}} Short | |||
{{!}}- | |||
{{!}}Short Solution {{!!}} Short Solution | |||
{{!}}- | |||
{{!}}Status {{!!}} Status | |||
{{!}}- | |||
{{!}}Target ID (hidden) {{!!}} RU ID | |||
{{!}}- | |||
{{!}}Type Of Problem {{!!}} Type Of Problem | |||
{{!}}} | |||
|transfer-to-ggus=For transferring data from the RU help desk system to GGUS the RU help desk system uses the web services provided by GGUS system. Available operations are: | |transfer-to-ggus=For transferring data from the RU help desk system to GGUS the RU help desk system uses the web services provided by GGUS system. Available operations are: | ||
* OpCreate for creating a new ticket in GGUS system, | * OpCreate for creating a new ticket in GGUS system, | ||
* TicketModify for updating an existing ticket | * TicketModify for updating an existing ticket | ||
|field-mapping={{{!}}border="1" | |field-mapping create from Unit to GGUS={{{!}}border="1" | ||
! GGUS system {{!!}} ROC_RU ticketing system | |||
{{!}}- | |||
{{!}}Concerned VO {{!!}} Voname | |||
{{!}}- | |||
{{!}}Date/Time Of Problem {{!!}} Create date | |||
{{!}}- | |||
{{!}}Description {{!!}} Description | |||
{{!}}- | |||
{{!}}Detailed Solution {{!!}} Updatelog | |||
{{!}}- | |||
{{!}}E-mail {{!!}} email | |||
{{!}}- | |||
{{!}}Last Login {{!!}} Last Login | |||
{{!}}- | |||
{{!}}Last Modifier {{!!}} Last Modifier | |||
{{!}}- | |||
{{!}}Name {{!!}} User | |||
{{!}}- | |||
{{!}}Origin SG {{!!}} Origin support group | |||
{{!}}- | |||
{{!}}Priority {{!!}} Priority | |||
{{!}}- | |||
{{!}}Phone {{!!}} Phone | |||
{{!}}- | |||
{{!}}Public Diary {{!!}} Updatelog | |||
{{!}}- | |||
{{!}}Responsible Unit {{!!}} Responsible Unit | |||
{{!}}- | |||
{{!}}Request-ID {{!!}} GGUS ID | |||
{{!}}- | |||
{{!}}Short Description {{!!}} Short | |||
{{!}}- | |||
{{!}}Short Solution {{!!}} Short Solution | |||
{{!}}- | |||
{{!}}Status {{!!}} Status | |||
{{!}}- | |||
{{!}}Target ID (hidden) {{!!}} RU ID | |||
{{!}}- | |||
{{!}}Type Of Problem {{!!}} Type Of Problem | |||
{{!}}} | |||
|field-mapping modify from Unit to GGUS={{{!}}border="1" | |||
! GGUS system {{!!}} ROC_RU ticketing system | ! GGUS system {{!!}} ROC_RU ticketing system | ||
{{!}}- | {{!}}- | ||
| Line 53: | Line 180: | ||
{{!}}Type Of Problem {{!!}} Type Of Problem | {{!}}Type Of Problem {{!!}} Type Of Problem | ||
{{!}}} | {{!}}} | ||
|attachments=No attachment handling via the interface. | |attachments=No attachment handling via the interface. | ||
|Comments=At local help desk we have special option before update ticket: | |Comments=At local help desk we have special option before update ticket: | ||
Revision as of 10:39, 22 January 2013
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ for the Interface between GGUS and ROC_RU Ticketing System
Reference link
Technical details
- Name of the Tool
- 1or0
- Programming language
- PHP, Java
- Redundancy
- No
- Help, Documentation, Example code
- https://glse.itep.ru
Data transfer from GGUS to ROC_RU ticketing system
For transferring data from GGUS system to the RU help desk system emails are sent to the RU help desk system. These mails are formatted as XML mails. They were parsed automatically.
Field mapping create from GGUS to ROC_RU
| GGUS system | ROC_RU ticketing system |
|---|---|
| Concerned VO | Voname |
| Date/Time Of Problem | Create date |
| Description | Description |
| Detailed Solution | Updatelog |
| Last Login | Last Login |
| Last Modifier | Last Modifier |
| Name | User |
| Origin SG | Origin support group |
| Priority | Priority |
| Phone | Phone |
| Public Diary | Updatelog |
| Responsible Unit | Responsible Unit |
| Request-ID | GGUS ID |
| Short Description | Short |
| Short Solution | Short Solution |
| Status | Status |
| Target ID (hidden) | RU ID |
| Type Of Problem | Type Of Problem |
Field mapping modify from GGUS to ROC_RU
| GGUS system | ROC_RU ticketing system |
|---|---|
| Concerned VO | Voname |
| Date/Time Of Problem | Create date |
| Description | Description |
| Detailed Solution | Updatelog |
| Last Login | Last Login |
| Last Modifier | Last Modifier |
| Name | User |
| Origin SG | Origin support group |
| Priority | Priority |
| Phone | Phone |
| Public Diary | Updatelog |
| Responsible Unit | Responsible Unit |
| Request-ID | GGUS ID |
| Short Description | Short |
| Short Solution | Short Solution |
| Status | Status |
| Target ID (hidden) | RU ID |
| Type Of Problem | Type Of Problem |
Data transfer from ROC_RU ticketing system to GGUS
For transferring data from the RU help desk system to GGUS the RU help desk system uses the web services provided by GGUS system. Available operations are:
- OpCreate for creating a new ticket in GGUS system,
- TicketModify for updating an existing ticket
Field mapping create from ROC_RU to GGUS
| GGUS system | ROC_RU ticketing system |
|---|---|
| Concerned VO | Voname |
| Date/Time Of Problem | Create date |
| Description | Description |
| Detailed Solution | Updatelog |
| Last Login | Last Login |
| Last Modifier | Last Modifier |
| Name | User |
| Origin SG | Origin support group |
| Priority | Priority |
| Phone | Phone |
| Public Diary | Updatelog |
| Responsible Unit | Responsible Unit |
| Request-ID | GGUS ID |
| Short Description | Short |
| Short Solution | Short Solution |
| Status | Status |
| Target ID (hidden) | RU ID |
| Type Of Problem | Type Of Problem |
Field mapping modify from ROC_RU to GGUS
| GGUS system | ROC_RU ticketing system |
|---|---|
| Concerned VO | Voname |
| Date/Time Of Problem | Create date |
| Description | Description |
| Detailed Solution | Updatelog |
| Last Login | Last Login |
| Last Modifier | Last Modifier |
| Name | User |
| Origin SG | Origin support group |
| Priority | Priority |
| Phone | Phone |
| Public Diary | Updatelog |
| Responsible Unit | Responsible Unit |
| Request-ID | GGUS ID |
| Short Description | Short |
| Short Solution | Short Solution |
| Status | Status |
| Target ID (hidden) | RU ID |
| Type Of Problem | Type Of Problem |
Attachments
No attachment handling via the interface.
Comments
At local help desk we have special option before update ticket: a)Supporter update b)Client update c)Client update and email client and we can choose from a)b)c) before update ticket.
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