Ticketing Integration

Owned by arkadi kaplon
19.09.24
2 min read

The ticketing integration documentation outlines the standard method for integrating Galooli with third-party ticketing systems. This base method provides a streamlined process for quick and efficient integration into new systems.

While the core method remains consistent, we will gather additional details from the customer, such as data destinations, and can accommodate further requirements if needed. The base integration ensures functionality, while any extra customization will be handled based on specific customer requests.

General Flow of Automatic Tickets

Basic Request

Request will be sent in a JSON format.

All date and time fields are sent in UTC format.

Galooli will send the following fields for basic authentication:

  1. Source System - GAL_NOC

  2. Case Origin - Automated

  3. Organization - the organization the ticket was created for as defined in Galooli

  4. Offset time - All date and time fields are sent in UTC. The organization offset will be sent for time conversion in the third-party system.

Basic Response

Galooli expects to receive a response in the following format:

  1. Status: success:200, fail:300

  2. Data:

    1. In case of success -

      1. Ticket id: the id of the ticket as created in the third-party ticketing system.

      2. Message (optional)

    2. In case of failure:

      1. Error message (optional)

Tickets Creation

Request format sent by Galooli:

  1. Site Name - the unit's name

  2. Alarm Name - the name of the alarm as defined in the NOC Configuration Manager by the user.

  3. Alarm Start Time - the time the alarm was first collected (before the activation delay).

  4. Criticality - the criticality of the alarm as defined in the NOC Configuration Manager by the user.

  5. Comment 1 - textual description, defined as "Comment 1" in the NOC Configuration Manager.

  6. Comment 2 - same as above, but for "Comment 2"

  7. Comment 3 - same as above, but for "Comment 3"

  8. Comment 4 - same as above, but for "Comment 4"

Tickets Update/Close

Request format sent by Galooli:

All of the fields sent as part of the creation, in addition to:

  1. Ticket id: the id of the ticket which is supposed to be cleared/updated

  2. Alarm Clear Time - the time the alarm was cleared (before the release delay)

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