GGUS:ROC Russia Interface FAQ

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GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


FAQ for the Interface between GGUS and ROC_RU Ticketing System

Reference link

https://glse.itep.ru

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
Request-ID GGUS ID
Name User
E-mail email
Phone Phone
Concerned VO Voname
Responsible Unit Responsible Unit
Status Status
Priority Priority
Subject Short
Description Description
Type Of Problem Type Of Problem
Date/Time Of Problem Create date
Public Diary Updatelog
Detailed Solution Updatelog
Last Login Last Login
Last Modifier Last Modifier
Target ID (hidden) RU ID

Field mapping modify from GGUS to ROC_RU

GGUS system ROC_RU ticketing system
Request-ID GGUS ID
Name User
E-mail email
Phone Phone
Concerned VO Voname
Responsible Unit Responsible Unit
Status Status
Priority Priority
Subject Short
Description Description
Type Of Problem Type Of Problem
Date/Time Of Problem Create date
Public Diary Updatelog
Detailed Solution Updatelog
Last Login Last Login
Last Modifier Last Modifier
Target ID (hidden) RU ID

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
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 ROC_RU to GGUS

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

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.

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