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GGUS:ROC CERN Interface FAQ
GGUS wiki / GGUS FAQ / GGUS Documentation / GGUS Helpdesk
FAQ for the Interface between GGUS and ROC_CERN Ticketing System
Reference link
Technical details
- Name of the Tool
- Service Now (SNOW)
- Programming language
- n.a.
- Redundancy
- No
- Help, Documentation, Example code
- n.a.
Data transfer from GGUS to ROC_CERN ticketing system
Data transfer from GGUS to SNOW is done using SOAP web services provided by SNOW.
See GGUS:SNOW_Interface_FAQ for details.
Field mapping create from GGUS to ROC_CERN
See GGUS:SNOW_Interface_FAQ for details.
Field mapping modify from GGUS to ROC_CERN
See GGUS:SNOW_Interface_FAQ for details.
Data transfer from ROC_CERN ticketing system 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.
See GGUS:SNOW_Interface_FAQ for details.
Field mapping create from ROC_CERN to GGUS
n.a.
Field mapping modify from ROC_CERN to GGUS
See GGUS:SNOW_Interface_FAQ for details.
Attachments
See GGUS:SNOW_Interface_FAQ for details.
Comments
For site/SU notifications, GGUS uses the following mail addresses:
a. the support unit mail address
b. the escalation mail address
c. the site contact mail address
d. the site alarm mail address
a. is used for ticket assign and update notifications.
b. is used for ticket escalations by users and all kind of REMINDER mails.
c. is taken from GOC DB/OIM for notifying sites on tickets (including team tickets)
d. is taken from GOC DB/OIM for notifying tier-1 sites on alarm tickets
For ROC_CERN we use the following e-groups:
a. ggus-cern-notify@cern.ch
b. ggus-escalations-notifications@cern.ch
For site CERN_PROD we have
c. grid-cern-prod-admins@cern.ch taken from GOCDB
d. <VO>operator-alarm@cern.ch taken from GOCDB
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
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