GGUS:Operations Portal Interface FAQ

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FAQ for the operations portal interface

Updated
2012-07-26

Purpose

This document describes the interface used by operations portal for submitting and updating operations tickets in GGUS.
The interface is using dedicated SOAP web services for submission and updating provided by GGUS.
However the operations tickets feature is restricted to the use by operations portal.

SOAP web service

The SOAP web services for submitting and updating team tickets 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.
4 SOAP operations are provided with the web services:

  • OpCreateOps
  • OpModifyOps
  • OpGetOps
  • OpGetListOps


OpCreateOps

This operation is being used for submitting operations 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 team ticket work flow it is recommended to provide field values as described in the table.

Input values

XML element Mode Comments
GHD_Affected_VO Mandatory VO affected by the problem. Please set to "ops".
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_Subject Mandatory Ticket subject.
GHD_Ticket_Type Mandatory Please set to "OPS"! Not providing the value "OPS" will lead to a simple "USER" ticket!
GHD_Affected_Site Optional Site affected by the problem. Possible values are site names from GOCDB and OIMDB.
GHD_Carbon_Copy Optional Add mail addresses for notifying people on this ticket. Please use semi-colon as delimiter.
GHD_Cert_DN Optional Certificate DN of ticket submitter.
GHD_Date_Time_Prob Optional Date and time the problem occurs. This may be different to the ticket create date. Should match pattern YYYY-MM-DD hh:mm:ss
GHD_Description Optional Detailed description of the problem.Length is up to 4000 chars.
GHD_E_Mail Optional Mail address of ticket submitter.
GHD_Involve Optional Add mail addresses for involving people in this ticket. Please use semi-colon as delimiter.
GHD_Priority Optional Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent".
GHD_Problem_Type Optional Please set to "COD Operations"! Possible other values are linked here: GGUS:Type_Of_Problem. Defaults to "Other".
GHD_Responsible_Unit Optional Responsible Units are listed on GGUS portal. If setting field GHD_Affecte_Site the GHD_Responsible_Unit should not be set as it is overwritten by the system anyway.
GHD_Soap_Client_Data Optional Dedicated field for operations use.
GHD_Status Optional GGUS status values are linked here: GGUS:Status Values
GHD_Submitter Optional Name of ticket submitter.
GHD_User_Notification Optional Manages the submitter notifications. Possible values are "Solution", "Every Change" and "Never". Defaults to "Solution".

Output values

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

OpModifyOps

This operation is being used for modifying team 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_Assign_To Optional Add mail addresses 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_Detailed_Solution Optional Detailed solution text. Length is up to 4000 chars.
GHD_Involve Optional Add mail addresses for involving people in this ticket. Please use semi-colon as delimiter.
GHD_Internal_Diary Optional Internal comment for support staffs only. Length is up to 4000 chars.
GHD_Priority Optional Ticket priority level. Possible values are "less urgent", "urgent", "very urgent" and "top priority". Defaults to "less urgent".
GHD_Problem_Type Optional Please set to "COD Operations"! Possible other values are linked here: GGUS:Type_Of_Problem. Defaults to "Other".
GHD_Public_Diary Optional Field for comments of any kind. Up to 4000 chars.
GHD_Responsible_Unit Optional Responsible Units are listed on GGUS portal. If setting field GHD_Affecte_Site the GHD_Responsible_Unit should not be set as it is overwritten by the system anyway.
GHD_Soap_Client_Data Optional Dedicated field for operations use.
GHD_Status Optional GGUS status values are linked here: GGUS:Status Values
GHD_Subject Optional Ticket subject.

Output values

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


OpGetOps

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

Input values

  • GHD_Request_ID

Output values

  • GHD_Affected_Site
  • GHD_Assign_To
  • GHD_Carbon_Copy
  • GHD_Create_Date
  • GHD_Description
  • GHD_Detailed_Solution
  • GHD_Involve
  • GHD_Last_Modifier
  • GHD_Meta_Status
  • GHD_Modified_Date
  • GHD_Priority
  • GHD_Problem_Type
  • GHD_Public_Diary
  • GHD_Responsible_Unit
  • GHD_Soap_Client_Data
  • GHD_Status
  • GHD_Subject
  • GHD_Submitter


OpGetListOps

This operation is being used for getting all records of type "OPS". The result is limited to the latest 1000 records.

Input values

None.

Output values

The result gives a couple of basic fields for getting an idea about what each ticket is related to. For getting details an OpGetOps operation should be executed.

  • GHD_Affected_Site
  • GHD_Last_Modifier
  • GHD_Modified_Date
  • GHD_Priority
  • GHD_Problem_Type
  • GHD_Request_ID
  • GHD_Responsible_Unit
  • GHD_Status
  • GHD_Subject


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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