Difference between revisions of "GGUS:SNOW Interface FAQ"

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! scope="col" | SNow Service Element
 
! scope="col" | SNow Service Element
 
! scope="col" | SNow Assignment Group
 
! scope="col" | SNow Assignment Group
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|-
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| CRIC
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| Information System Development
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| GRID Information Service
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| Information System Development 3rd Line Support
 
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| Data Management Clients Development
 
| Data Management Clients Development
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| GRID Development Service
 
| GRID Development Service
 
| DPM Development 3rd Line Support
 
| DPM Development 3rd Line Support
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| ELOG Operations
 
| ELOG Operations
 
| Monitoring Service
 
| ELOG Operations 3rd Line Support
 
 
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| FTS Development
 
| FTS Development
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|-
 
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| WLCG Data Management Monitoring
 
| WLCG Data Management Monitoring
| WLCG Data Management Monitoring
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| Monitoring
 
| Monitoring Service
 
| Monitoring Service
| WLCG Data Management Monitoring 3rd Line Support
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| Monitoring 3rd Line Support
 
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| WLCG Experiment Probe Submission Framework
 
| WLCG Experiment Probe Submission Framework
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| WLCG Google Earth Dashboard
 
| WLCG Google Earth Dashboard
| WLCG Google Earth Dashboard
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| Monitoring
 
| Monitoring Service
 
| Monitoring Service
| WLCG Google Earth Dashboard 3rd Line Support
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| Monitoring 3rd Line Support
 
|-
 
|-
 
| WLCG Grid Monitoring
 
| WLCG Grid Monitoring
| WLCG Grid Monitoring
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| Monitoring
 
| Monitoring Service
 
| Monitoring Service
| WLCG Grid Monitoring 3rd Line Support
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| Monitoring 3rd Line Support
 
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| WLCG HammerCloud
 
| WLCG HammerCloud
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| WLCG Infrastructure Monitoring
 
| WLCG Infrastructure Monitoring
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| Monitoring
 
| Monitoring Service
 
| Monitoring Service
| WLCG Infrastructure Monitoring 3rd Line Support
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| Monitoring 3rd Line Support
 
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|-
 
| WLCG Job Monitoring
 
| WLCG Job Monitoring
| WLCG Job Monitoring
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| Monitoring
 
| Monitoring Service
 
| Monitoring Service
| WLCG Job Monitoring 3rd Line Support
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| Monitoring 3rd Line Support
 
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| WLCG Network Monitoring
 
| WLCG Network Monitoring

Latest revision as of 11:19, 5 October 2020

GGUS-logo.jpg


GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk

Mapping table for GGUS support units, SNOW FE's, SNOW SE's and SNOW Assignment Groups

GGUS support unit SNow Functional Element SNow Service Element SNow Assignment Group
CRIC Information System Development GRID Information Service Information System Development 3rd Line Support
Data Management Clients Development Data Management Clients Development GRID Development Service Data Management Clients Development 3rd Line Support
DPM Development DPM Development GRID Development Service DPM Development 3rd Line Support
FTS Development FTS Development GRID Development Service FTS Development 3rd Line Support
LFC Development LFC Development GRID Development Service LFC Development 3rd Line Support
REBUS REBUS WLCG Resource Monitoring Service REBUS 3rd Line Support
ROC_CERN (user tickets) CERN GRID 2nd Line Support Tier-0 Support Service CERN GRID 2nd Line Support 2nd Line Support
ROC_CERN (team and alarm tickets) CERN GRID 2nd Line Support Tier-0 Support Service CERN GRID 2nd Line Support 3rd Line Support
WLCG Data Management Monitoring Monitoring Monitoring Service Monitoring 3rd Line Support
WLCG Experiment Probe Submission Framework WLCG Experiment Probe Submission Framework Monitoring Service WLCG Experiment Probe Submission Framework 3rd Line Support
WLCG Google Earth Dashboard Monitoring Monitoring Service Monitoring 3rd Line Support
WLCG Grid Monitoring Monitoring Monitoring Service Monitoring 3rd Line Support
WLCG HammerCloud WLCG HammerCloud Monitoring Service WLCG HammerCloud 3rd Line Support
WLCG Infrastructure Monitoring Monitoring Monitoring Service Monitoring 3rd Line Support
WLCG Job Monitoring Monitoring Monitoring Service Monitoring 3rd Line Support
WLCG Network Monitoring WLCG Network Monitoring Monitoring Service WLCG Network Monitoring 3rd Line Support


Data transfer from GGUS to SNow
Data transfer from GGUS to SNow is done using SOAP web services provided by SNow. As SNOW is queuing the SOAP requests GGUS does push a ticket to SNow only once. However a delay in the synchronization process may occur.
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.
For further information on SNow SOAP API for requests see also Media:IT_SNowRequestFulfillment.pdf.

Field mapping for create operations from GGUS to SNow

GGUS system SNow system
Web service (static value) Contact Type
Attachment Data Attachment Data
Attachment Name Attachment Name
Status
  • assigned
Incident State
  • 2 (Assigned)
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

Service Element
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 for modify operations from GGUS to SNow

GGUS system SNow system
Web service (static value) Contact Type
Attachment Data Attachment Data
Attachment Name Attachment Name
Status
  • assigned
  • in progress
  • waiting for reply
  • on hold

  • reopened
  • solved
  • unsolved
  • verified: is not mapped to any status value in SNow; GGUS is just adding a comment in SNOW.
  • closed: is not mapped to any status value in SNow and not pushed to SNOW.

NOTE! Status changes in GGUS may not be accepted by SNow system due to internal business rules. Hence the ticket status may be different in both systems.

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)
  • 3 (In progress)
  • 6 (Resolved) for incidents and 9 (Resolved) for requests
  • 6 (Resolved) for incidents and 9 (Resolved) for requests



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 solved ‘works as designed’
  • For unsolved ‘other’
Close Code

Support Unit

Service Element
Public Diary Comments
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
Target ID (hidden) Sys_ID


Data transfer from SNow to GGUS
Data transfer from SNow to GGUS is depending on SNow internal business rules. SNow tickets with visibility classified as "sensitive" are not visible via the ticket URL in GGUS history. Updates on sensitive tickets are not propagated to GGUS.
Technically the 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:

  • TicketModify.



Field mapping for modify operations from SNow to GGUS

SNow system GGUS system
Attachment Data Attachment Data
Attachment Name Attachment Name
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)
  • 6 (Resolved) for incidents and 9 (Resolved) for requests
  • 7 (Closed)
Status
  • assigned
  • in progress
  • waiting for reply
  • on hold
  • solved
  • closed
Comments Detailed Solution, Public Diary (depending on ticket status)
Work Notes (internal) Internal Diary
Last Login (hidden) Last Login (hidden)
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
Last Modifier
  • name of person doing the last modify
Impact
  • Useful,Nice to have
  • Necessary
  • Important
  • Essential
Priority
  • less urgent
  • urgent
  • very urgent
  • top priority
Short Description Short Description
Incident State Status



Attachments Attachments are handled in a separate web service. The available operation is:

  • AddAttachment