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Difference between revisions of "GGUS:SOAP Interface FAQ"

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* GHD_Phone
* GHD_Phone
* GHD_Ticket_Type
* GHD_Ticket_Type
* GHD_ETA


==TicketGetList==
==TicketGetList==

Revision as of 13:46, 14 June 2013

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GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk


FAQ for the GGUS SOAP interface

Updated
2012-07-19

Purpose

This document describes the generic SOAP interface provided by GGUS for synchronizing remote ticketing systems with GGUS.
The interface is providing dedicated SOAP web services for ticket submission and updating.
Before starting using the SOAP interface please get in touch with the GGUS developers submitting a GGUS ticket.

SOAP web services

The SOAP web services for submitting and updating tickets in GGUS are described in a wsdl file. This wsdl file is mapped to the GGUS test instance. For getting the wsdl file of GGUS production instance please contact the GGUS administrators.
5 SOAP operations are provided with the web services:

  • OpCreate
  • OpCreateChild
  • OpModify
  • OpGet
  • OpGetList


OpCreate

This operation is being used for submitting tickets. It will return a ticket ID in case of success. In case of any problem an error message will occur.
Possible input values and their meaning are listed in the table below.
NOTE: not all fields marked as mandatory in the table are mandatory for the SOAP operation. However for not breaking the ticket work flow it is recommended to provide field values as described in the table.

Input values

XML element Mode Comments
GHD_E-Mail Mandatory Mail address of ticket submitter.
GHD_Loginname Mandatory DN string of user's certificate.
GHD_Last_Login Mandatory Account used by the SOAP client.
GHD_Last_Modifier Mandatory Name of the person who did the last ticket update.
GHD_Short_Description Mandatory Ticket subject.
GHD_Origin_ID Mandatory Ticket ID in remote system.
GHD_Origin_SG Mandatory Abbreviation for remote system. Please ask the GGUS developers which value should be used.
GHD_Affected_Site Optional Site affected by the problem. Possible values are site names from GOCDB and OIMDB.
GHD_Affected_VO Optional VO affected by the problem. Please set to "biomed".
GHD_CarbonCopy Optional Add mail addresses for notifying people on this ticket. Please use semi-colon as delimiter.
GHD_Date_Time_Of_Problem Optional Date and time the problem occurred. Please use format YYYY-MM-DD hh:mm:ss. Defaults to the submit time.
GHD_Description Optional Detailed description of the problem. Length is up to 4000 chars.
GHD_Internal_Diary Optional Text field for adding internal comments. Length is up to 4000 chars.
GHD_Responsible_Unit Optional Please set to "TPM".
GHD_Status Optional Please set to "new".
GHD_Name Optional Name of ticket submitter.
GHD_Phone Optional Phone number of ticket submitter.
GHD_Priority Optional Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent".
GHD_Type_Of_Problem Optional Possible values are given here: GGUS:Type Of Problem Values. Defaults to "Other Services".
GHD_Related_Issue Optional Space for adding URLs to other tickets etc.

Output values

In case of success this operation will return a ticket ID in the format "GHD_Request_ID = 99999".

OpCreateChild

This operation is being used for submitting child tickets to an already existing ticket. This already existing ticket will be marked as parent. It will return a ticket ID in case of success. In case of any problem an error message will occur.
Possible input values and their meaning are listed in the table below.
NOTE: not all fields marked as mandatory in the table are mandatory for the SOAP operation. However for not breaking the ticket work flow it is recommended to provide field values as described in the table.
More information on child tickets and parent-child relations is available in the GGUS support staff guide.

Input values

XML element Mode Comments
GHD_E-Mail Mandatory Mail address of ticket submitter.
GHD_Loginname Mandatory DN string of user's certificate.
GHD_Last_Login Mandatory Account used by the SOAP client.
GHD_Last_Modifier Mandatory Name of the person who did the last ticket update.
GHD_Short_Description Mandatory Ticket subject.
GHD_Parent_ID Mandatory Ticket ID of related parent ticket.
GHD_Parent_Child_Relation Mandatory Must be set to "Child".
GHD_Affected_Site Optional Site affected by the problem. Possible values are site names from GOCDB and OIMDB.
GHD_Affected_VO Optional VO affected by the problem. Please set to "biomed".
GHD_Date_Time_Of_Problem Optional Date and time the problem occurred. Please use format YYYY-MM-DD hh:mm:ss. Defaults to the submit time.
GHD_Description Optional Detailed description of the problem. Length is up to 4000 chars.
GHD_Internal_Diary Optional Text field for adding internal comments. Length is up to 4000 chars.
GHD_Responsible_Unit Optional Please set to "TPM".
GHD_Status Optional Please set to "new".
GHD_Name Optional Name of ticket submitter.
GHD_Phone Optional Phone number of ticket submitter.
GHD_Priority Optional Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent".
GHD_Type_Of_Problem Optional Possible values are given here: GGUS:Type Of Problem Values. Defaults to "Other Services".

Output values

In case of success this operation will return a ticket ID in the format "GHD_Request_ID = 99999".

TicketModify

This operation is being used for modifying tickets. It will return a ticket ID in case of success. In case of any problem an error message will occur.
Available fields and their meaning are listed in the table below.

Input values

XML element Mode Comments
GHD_Last_Login Mandatory Account used by the SOAP client.
GHD_Last_Modifier Mandatory Name of the person who did the last ticket update.
GHD_Request_ID Mandatory GGUS ticket ID.
GHD_Affected_Site Optional Site affected by the problem. Possible values are site names from GOCDB and OIMDB.
GHD_Affected_VO Optional VO affected by the problem. Possible values are site names from GOCDB and OIMDB.
GHD_Responsible_Unit Optional Support unit in charge of the ticket. GGUS support units are listed at https://ggus-helmut.ggus.eu/pages/resp_unit_info.php.
GHD_Assign_To Optional Add mail address for assigning a ticket to a dedicated person.
GHD_Carbon_Copy Optional Add mail addresses for notifying people on this ticket. Please use semi-colon as delimiter.
GHD_Experiment_Specific_Problem Optional Flag indicating whether a problem is specific to a given VO or not. Possible values are "Yes" and "No". Defaults to "No".
GHD_Priority Optional Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent".
GHD_Short_Description Optional Ticket subject.
GHD_Type_Of_Problem Optional Possible values are given here: GGUS:Type_Of_Problem. Defaults to "Other Services".
GHD_Detailed_Solution Optional Solution text required if changing status to "solved" or "unsolved".
GHD_Public_Diary Optional Public comment that will trigger a notification to the ticket submitter.
GHD_Internal_Diary Optional Internal comment for support staffs only.
GHD_Status Optional Ticket status. Possible status values are listed here: GGUS:Status_Values
GHD_Ticket_Category Optional Category of GGUS ticket. Defaults to "Incident". Possible values are "Incident", "Change Request", "Documentation", "Test" and "Spam".
GHD_Target_ID Optional ID of ticket in remote system.
GHD_Incident_ID Optional ID of incident in remote system.
GHD_Related_Issue Optional Space for adding URLs to other tickets etc.

Output values

In case of success this operation will return the ticket ID used for calling the TicketModify operation.


TicketGet

This operation is being used for getting the data of one dedicated ticket searching by ticket ID. The result gives the fields like listed below.

Input values

  • GHD_Request_ID

Output values

  • GHD_Affected_Site
  • GHD_Affected_VO
  • GHD_Carbon_Copy
  • GHD_Assign_To
  • GHD_Date_Of_Change
  • GHD_Date_Of_Creation
  • GHD_Detailed_Solution
  • GHD_Description
  • GHD_Public_Diary
  • GHD_Internal_Diary
  • GHD_Status
  • GHD_Experiment_Specific_Problem
  • GHD_Last_Login
  • GHD_Last_Modifier
  • GHD_Priority
  • GHD_Short_Description
  • GHD_Type_Of_Problem
  • GHD_Request_ID
  • GHD_Responsible_Unit
  • GHD_Product_Name
  • GHD_Product_Version
  • GHD_E-Mail
  • GHD_Loginname
  • GHD_Name
  • GHD_Phone
  • GHD_Ticket_Type
  • GHD_ETA

TicketGetList

This operation is being used for getting a bundle of records searching by any criteria. It requires using the field labels in GGUS DB instead of XML labels like the other SOAP operations. Please contact the GGUS team for help before using this operation.

Input values

A qualification may look like this: $client->TicketGetList(array(Qualification => "'GHD_Meta Status'=\"Open\" AND 'GHD_Ticket Type'=\"USER\"" ));

Output values

The result gives the same fields as operation TicketGet. The maximum number of records returned is limited to 500.


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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