CA Nimsoft Service Desk

Transcription

1 CA Nimsoft Service Desk Enabling Integration 6.2.6

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5 Contents Chapter 1: Enabling Integration 7 Introduction... 7 How to Enable Integration... 7 Validate Prerequisites... 9 Configuring Inbound s Configuring Outbound s Configuring and Enabling Job Triggers Verify Configurations Contents 5

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7 Chapter 1: Enabling Integration This document provides On Premise customers with instructions for enabling integration between CA Nimsoft Service Desk and an server. This section contains the following topics: Introduction (see page 7) How to Enable Integration (see page 7) Introduction Product: CA Nimsoft Service Desk Release: OS: All supported operating systems as defined in the CA Nimsoft Support Compatibility Matrix found on CA Nimsoft support site This document is for application administrators of customers with CA Nimsoft Service Desk on-premise installation. It provides instructions on how to enable integration between the application and an server. How to Enable Integration The application administrator can configure integration from within CA Nimsoft Service Desk application UI. When integration is enabled, outgoing communication can be sent out directly from the application. Outbound s can be sent from tickets, and for approval notifications, SLA escalation notifications and service feedback schedule notifications. The administrator creates a mail account on an SMTP mail server which receives mails from CA Nimsoft Service Desk and delivers them to intended recipients. Chapter 1: Enabling Integration 7

8 When integration is enabled, incoming s are processed as new tickets or are related to existing tickets. The administrator creates accounts, which are used by requesters to requests IT support and services. This account is configured on an IMAP/IMAPS server and then mapped to mailboxes in CA Nimsoft Service Desk. A background job polls the mail server for new mails. Perform these steps to enable integration between your server and CA Nimsoft Service Desk: 1. Validate Prerequisites. 2. Configure Inbound Configure Outbound Configure Background Job Triggers. 5. Verify Configurations. 8 Enabling Integration

9 Validate Prerequisites Before proceeding to enable integration, CA Nimsoft Service Desk must be installed. Verify that you are able to access the application using administrator credentials. Verify the following server configurations before proceeding. For Inbound s: For inbound integration, create IMAP/IMAPS address in your server, and then create corresponding Mailboxes in CA Nimsoft Service Desk. Validate the following: 1. Verify that the server has at least one IMAP/IMAPS account configured with plain text password. You need additional IMAP/IMAPS accounts with plain text password for any additional mailboxes you wish to configure. You also need the server same or IP Address and the server username and password for each mailbox you plan to configure. 2. Verify that the mail Server is accessible from the CA Nimsoft Service Desk application server For IMAP connections, the mail server must be running on Port 143. For IMAPS connections, the mail server must be running on Port 993. Note: Other ports are currently not supported. 3. If you plan to use server name instead of IP Address of the server to configure inbound s, verify that the server name is resolvable from the CA Nimsoft Service Desk application server. For Outbound Configurations: For outbound s that are sent from CA Nimsoft Service Desk, s from the application must get delivered to an SMTP server. Please verify the following: 1. Verify that s from CA Nimsoft Service Desk can be forwarded to an SMTP mail server You need the server host name (or IP Address), username, and password for configuring outbound s. 2. Verify that the Server Host Name is resolvable from the Application Server. Secure SMTP Connection (SMTPS) is currently not supported. Chapter 1: Enabling Integration 9

10 Configuring Inbound s The inbound engine can be configured to fetch s periodically from the IMAP/IMAPS Server, which receives the s from users requesting IT support. A background job can be scheduled to fetch the s from the mail server. Configuring inbound enables s that are sent to the support ID to be processed by the application. Note: Configure the addresses on the IMAP/IMAPS server with plain text password before initiating this process. You can configure Inbound s from the Manage Configuration form. Follow these steps: 1. Log in to the CA Nimsoft Service Desk. 2. Click Application Setup <Manage Configuration<Inbound tab. The inbound form is displayed. You can configure the mailbox(es) in the form that is displayed. 3. Provide the following information: Mailbox Name: Specify a logical name to identify the mailbox. Example: 'Standard IT Support for a mailbox to which users send routine IT request for Information or pre-approved changes. Associated Address: Specify the address configured for IT support requests on the server. Example:ITsupport@organizationname.com Server Name: Specify the name of the IMAP/IMAPS mail server that hosts the address. Username: Specify the username that is used to connect to the server mailbox. Password: Specify the password for the IMAP/IMAPS server mailbox. Important! Ensure that the values supplied for fields Associated Address, Server Name, User Name and Password are correct. If incorrect values are entered, received does not get processed by the application. The application does not detect incorrect values specified, or display an error message when the setting is saved. 10 Enabling Integration

11 Leave Messages on Server: Choose whether s will be retained in the server after they are accessed by CA Nimsoft Service Desk or not. You can choose either "Yes" or "No". If you choose "Yes", the will not be deleted from the mail server after it has been processed. It is marked as Read so that it is not processed during the next connection to the mailbox. If you choose "No", the will get deleted from mail server after the application has processed it. Ticket Type: Select the ticket type from the dropdown list. You can select from Service Request, Incident, Problem, Change. If the results in ticket creation, a ticket of the selected type is created from s received in this mailbox. Default: Service Request. 4. Click Add to save the inbound configuration. Inbound configuration is now complete. You can repeat the process for all mailboxes you wish to configure. Note: You can configure more than one mailbox for the same Ticket Type, depending on how you wish to use the functionality. However, take due care to ensure that you do not configure the same Mailbox details for more than one Ticket Type (Example Mailbox Name- Incident >>Ticket Type-Incident and Mailbox Name- Incident >>Ticket Type Problem). This leads the functionality to behave in an unexpected way. Configuring Outbound s Configuring outbound enables s to be sent out from the application. s are delivered to an SMTP mail server for further processing and delivery. Note: Before initiating this process, ensure that the SMTP mail server is configured to allow forwarding s from CA Nimsoft Service Desk application to contacts identified as recipients. You can configure outbound s from the Manage Configuration form. Follow these steps: 1. Click <Application Setup<Manage Configuration<Outbound tab. The outbound form is displayed. You can configure the outbound settings in the form that is displayed. Chapter 1: Enabling Integration 11

12 2. Provide the following information: Server (Hostname) Specify the name of the SMTP mail server to which Outbound s is delivered to by CA Nimsoft Service Desk, and which further delivers the s to intended recipients. Server Username and Password. Specify the Username used to access the SMTP mail server Server Password: Specify the Password used to access the SMTP mail server. Reply-To Display Name Specify a display name that is contained in s sent from CA Nimsoft Service Desk. Example: Companyname Service Desk. Reply-To Address Specify the ID that is displayed in the From field of s sent from the application. Example Support@companyname.com During initial testing and configuration, you can choose to block outgoing s from the application and redirect them to a selected ID. 3. (Optional) Choose Yes to Block Outgoing s or 'No' to allow processing of outbound s. Default: Yes Outbound s are not sent out from the application while this option is selected. However, you can still view all communication records generated by the application from Administration Utilities<Search Communication History. You may choose not to block outgoing s, but choose to route them to a specific ID. 4. (Optional) Specify the ID to which Outbound s must be redirected to in the Redirect Address field. Once this is set, Outgoing s are sent to the recipient indicated in the Redirect Address field. 5. (Optional) Define an HTML Template for outbound s. Type in the HTML script in the HTML Template field. Specify the token ${messagebody} in the HTML Script. This allows the Message Body to be replaced with the actual contents when the Outbound is generated. This lets you set an HTML Template which is used as a format for all Outgoing s. For example, setting a standard Header and Footer for all Outbound s. 12 Enabling Integration

13 6. Click Apply Changes The Outbound configurations gets saved. Configuration of outbound s is now complete. Configuring and Enabling Job Triggers Job Triggers are configured and enabled to schedule certain background processes that process data. When you install CA Nimsoft Service Desk, a list of commonly used background jobs is scheduled but in disabled state. Post installation, you must enable these jobs triggers manually. For enabling inbound s to be fetched from the mail server, and for enabling outbound s to be delivered to the server, configure the following two background jobs: Polling Mailbox Provider The background job polls the mail server for new s that have been sent to the IDs specified in the Inbound tab. Notification Delivery This background job delivers outgoing communication from the application to the SMTP mail server. You can configure these jobs from the Job Triggers tab in the Manage Configuration form. You can start by configuring the background job for enabling Inbound function. Follow these steps: 1. Click Application Setup<Manage Configuration<Job Triggers The Job Triggers form is displayed. 2. Click Create New. The Configure Job Triggers lookup is displayed. 3. Provide the following information: Trigger Name Specify a trigger name to identify the Job. Chapter 1: Enabling Integration 13

14 Trigger Description, Specify description for the job trigger. 4. Click the drop-down in the Job field and select 'Polling Mailbox Provider' from the drop-down list. 5. Select 'Cron Expression' from the dropdown list to set the frequency at which background job runs. Example: Every 5 Minutes The background Job runs at the specified frequency and polls the mailbox for new s received. 6. Select Priority for the job. You can choose from Critical, High, Medium, and Low. 7. Select Time-zone. The time-zone specified here should be the time-zone of the physical location where the application is installed. You can choose from the available dropdpwn list. 8. Click Apply changes The new Job Trigger is created and included in the Job Trigger list. The new trigger is in disabled state. 9. Click Enable The Job Trigger gets Enabled. 10. Follow steps 2 9 again, selecting the Job Notification Delivery in step 4. This creates and enable the background job for enabling Outbound s. This completes the task of configuring and enabling the Job Triggers needed for inbound and outbound s to work. Verify Configurations After completing the required configuration for inbound and outbound s, you can test the configurations to ensure that the integration works as desired. You can verify the configurations before making it available for other users. If the functionality does not work as desired, you can review the error messages in the log files to identify and correct any configuration errors. These log files can be accessed from the platform_scheduler.log and platform_default.log in the directory where CA Nimsoft Service Desk has been installed. 14 Enabling Integration

15 You can first validate inbound functionality. Follow these steps: 1. Create an , with relevant text in the Subject and Body of the , and relate an attachment to the Send the to the address specified in ' Address' field of the Inbound tab. Example: 3. Access CA Nimsoft Service Desk using your Admin credentials. A new Ticket should be logged from the that you sent. Subject field is the Ticket Description Message Body is the Ticket Details Attachment is displayed in Attachments tab of the ticket. If the has resulted in ticket creation, inbound has been configured correctly. If you have configured multiple mailboxes, check the function similarly for each mailbox. You can now check the Outbound functionality from the same ticket. Follow these steps: 1. Click Send Mail on the ticket toolbar. The communication lookup is displayed. You can choose to send the communication using an existing communication template, or just type in a message. If using a communication template, the To, Subject and Message field get populated automatically using the details from the communication template. 2. Specify a valid ID in the To field of the communication lookup. You can choose to send the communication to contacts or groups using the Name Search lookup if the contact details have been uploaded into your the application. 3. Specify valid information in the Subject and Message field. 4. Click Send A communication record gets generated. The communication is displayed in the Activity tab of the ticket as 'Communication'. Chapter 1: Enabling Integration 15

16 The gets delivered to the ID specified in the To field of the Communication. If you have blocked and redirected s to a specific ID, the gets delivered to the ID specified. If the gets delivered to the ID intended, you have successfully configured outbound s. Note: The background jobs that enable these tasks run periodically (as specified in the Cron Expression of that Job). Due to this, there may be a time lag between sending an incoming and generation of the ticket, or sending an outgoing and its delivery. After verifing that incoming and outgoing s are being processed as desired, you can further exploit the functionality by configuring Communication Templates for outbound s and configuring Workflow Action Options and Auto-Routes based on Received in Mailbox field, and subject etc. 16 Enabling Integration