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  • Partner = Reseller system

  • Admin = Wholesale system

Info

Note: the configuration below will be handled by LogiSense Customer Care and is only displayed for reference / troubleshooting purposes.


Partner system:

  1. The Partner system must have all the Same Ticket Groups, Status, Categories, Ticket Types, etc as the Admin system

  2. Two Ticket Priorities are required for each Branded owner. (Escalate to Admin, and Escalated)  Replace the Name of the Admin system to reflect the correct name

  3. A Ticket Extended Attribute called SyncTicketID with a type of Text is required on Each Branded Owner

  4. Custom Code script is required. (Request from LogiSense as this may be specific to your system)

  5. Two Actions are required Ticket.Create and Ticket.Update  scripts are required.  Replace the Escalate to Admin with the above Priority

  6. Required in the Adminportal/bin and Event Service Bin is the EngageIPWebServicesAPI.dll file

  7. Create ServerType called EngageIP and add 2 Profile Questions (Required) Called Username and Password

  8. Add a Server with an address of Admin system (IP or Hostname) http://ipofAdminsystem/adminportal/webservice.asmx  fill in the Username/Password for the remote Server. The Name of the server should be 'Remote Webservice'

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  1. The Admin system must have all the Same Ticket Groups, Status, Categories, Ticket Types, etc as the Main system

  2. Two Ticket Priorities are required for each Branded owner. (Escalate to Partner, and Escalated)

  3. A Ticket Extended Attribute called SyncTicketID with a type of Text is required on Each Branded Owner

  4. Custom Code script is required

  5. Two Actions are  required  TicketUpdate  and Ticket.Create  scripts

  6. Required in the Adminportal/bin and Event Service Bin is the EngageIPWebServicesAPI.dll file

  7. Create ServerType called EngageIP and add 2 Profile Questions (Required) Called Username and Password

  8. Add a Server with an address of Partner system (IP or Hostname) http://ipofAdminsystem/adminportal/webservice.asmx  fill asmx fill in the Username/Password for the remote Server. The Name of the server should be 'Remote Webservice'

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Whenever the last detail in the ticket needs to be sent to the other server, the priority of 'Escalate to Partner / Admin' is required. Any other priorities selected will not prompt the transfer of information. Once selected, the priority is updated to 'Escalated' so that you know the ticket is in an escalated state. When emailing related to, or assigned to, the emails will only go to the user contact emails on the server you are updating the ticket on. It will not prompt emailing on the associated server directly. However there may be escalation rules in place on the other server to send emails, or the ticket on the other server may be being 'watched' so other emails may get prompted.

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Troubleshooting

  • Ticket IDs are not the same between Partner and Wholesale - To fix this, find the max ticket ID on each side, on the side that is lower, add dummy tickets until the Max ticket ID is the same on each side. The next ticket then that is sync'd should have matching IDs on each side