GGUS:VO TEAM Ticket Interface FAQ

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FAQ for the VO TEAM ticket interface

Purpose

This document describes the interface used for submitting and updating team tickets in GGUS e.g. used by Biomed VO dashboard .
The interface is using dedicated SOAP web services for submission and updating provided by GGUS.
However the team tickets feature is restricted to the use by Belle/Belle2, Biomed and the WLCG VOs.
For information on generic GGUS web services please see the documentation on GGUS SOAP interface.

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:

  • OpCreateTeam
  • OpModifyTeam
  • OpGetTeam
  • OpGetListTeam


OpCreateTeam

This operation is being used for submitting team 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. Possible values: "biomed, alice, atlas, cms, lhcb".
GHD_E_Mail Mandatory Mail address of ticket submitter.
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_Cert_DN Mandatory DN string of the certificate used by the ticket submitter
GHD_Notification_Recipients Mandatory Manages whether only the submitter or the whole team should be notified on ticket updates. Please provide value "Team". Defaults to "Submitter".
GHD_Subject Mandatory Ticket subject.
GHD_Ticket_Type Mandatory Please set to "TEAM"! Not providing the value "TEAM" will lead to a simple "USER" ticket!
GHD_Ticket_Update_Mode Mandatory Manages who will be able to update the ticket. Please provide value "Team". Defaults to "Submitter".
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_Date_Time_Prob 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_Involve Optional Mail addresses of people involved in ticket solution process.
GHD_MoU Optional Only for WLCG VOs. Possible values are listed in the FAQ
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 Possible values are listed in the FAQ. Defaults to "Other".
GHD_Routing_Type Optional Manages whether the ticket will be routed to an NGI/ROC directly or to TPM. Please provide value "SITE/ROC" for bypassing the TPM. Defaults to "TPM".
GHD_Soap_Client_Data Optional Hidden free text field for keeping soap client data.
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".
GHD_VO_Specific Optional Flag indicating whether a problem is specific to a given VO or not. Possible values are "Yes" and "No". Defaults to "No".


Sample code for input values:
$param_create_team=array(
'GHD_Last_Login' => "myaccount",
'GHD_Last_Modifier' => "Paul Example",
'GHD_Subject' => "web service test",
'GHD_Name' => "Paul Example",
'GHD_E-Mail' => "paul.example@test.org",
'GHD_Cert_DN' => "/C=DE/O=GermanGrid/OU=BLA/CN=Paul Example",
'GHD_Priority' => "urgent",
'GHD_Type_Of_Problem' => "Other",
'GHD_MoU_Area' => "Other",
'GHD_Routing_Type' => "SITE/ROC",
'GHD_Ticket_Type' => "TEAM",
'GHD_Notification_Recipients' => "Team",
'GHD_Ticket_Update_Mode' => "Team",
'GHD_Affected_VO'=>"biomed",
'GHD_Affected_Site'=>"pic",
);

Output values

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

OpModifyTeam

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 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_Detailed_Solution Optional Solution text required if changing status to "solved" or "unsolved".
GHD_Involve Optional Mail addresses of people involved in ticket solution process.
GHD_Internal_Diary Optional Internal comment for support staffs only.
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 Possible values are given here: GGUS:Type_Of_Problem. Defaults to "Other Services".
GHD_Public_Diary Optional Public comment that will trigger a notification to the ticket submitter.
GHD_Responsible_Unit Optional Support unit in charge of the ticket. GGUS support units are listed at https://ggus.eu/pages/resp_unit_info.php.
GHD_Soap_Client_Data Optional Hidden free text field for keeping soap client data.
GHD_Status Optional Ticket status. Possible status values are listed here: GGUS:Status_Values
GHD_Subject Optional Ticket subject.
GHD_VO_Specific Optional Flag indicating whether a problem is specific to a given VO or not. Possible values are "Yes" and "No". Defaults to "No".


Sample code for input values:
$param_modify_team=array(
'GHD_Last_Login' => "myaccount",
'GHD_Last_Modifier' => "Paul Example",
'GHD_Subject' => "web service test",
'GHD_Priority' => "urgent",
'GHD_Type_Of_Problem' => "Other",
'GHD_Involve' => "any.mail@test.org,
'GHD_Public_Diary' => "this is an update"
);

Output values

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


OpGetTeam

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

Input values

  • GHD_Request_ID


Sample code for input values:
$param_get_team=array('GHD_Request_ID'=>"47536");

Output values

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


OpGetListTeam

This operation is being used for getting records of type "TEAM" affecting the specified VO. The result is limited to the latest 500 records.

Input values

  • Qualification

With release July 29 this will change to

  • GHD_Affected_VO
  • GHD_Meta_Status

Sample code for input values:
$param_get_list_team=array('Qualification' => "'GHD_Affected_VO'=\"atlas\" AND 'GHD_Meta_Status'=\"Open\"");
With release July 29 this will change to
$param_get_list_team=array('GHD_Affected_VO'=>"belle", 'GHD_Meta_Status'=>"Open");

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 OpGetTeam operation should be executed.

  • GHD_Affected_Site
  • GHD_Affected_VO
  • GHD_Last_Modifier
  • GHD_Modified_Date
  • GHD_MoU
  • GHD_Priority
  • GHD_Problem_Type
  • GHD_Request_ID
  • GHD_Responsible_Unit
  • GHD_Subject
  • GHD_Status
  • GHD_VO_Specific
  • GHD_Submitter


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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