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Summary
Tier Sync is a managed uni-directional syncing process between two installations of EngageIP and their unique databases. The model involves a retail side and wholesale side that are separate interfaces and databases but are synchronized for user packages and information (
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Note: data is synchronized from the retail install to the wholesale install, but not in the other direction |
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Account synchronization provides a streamlined process for managing Wholesale customers with their Retail offerings. Accounts created within the main installation can be automatically registered and tracked within the secondary system.
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Reseller (owner) > End Customer (parent) data (where the end customer, Joe Public, will get an invoice) will be transferred FROM the reseller system to the wholesale system as a Parent Account > Sub Account hierarchy (where the parent gets the invoice for wholesale services).
A 'Tier Sync Component' is required on the owner's account (reseller system), this tells EngageIP that you want to sync this account from the reseller system to the wholesale system along with all its accounts.
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Note: a reseller's account should never have packages assigned to it. If they are purchasing packages from the wholesaler, these should be added on the wholesale system only for billing purposes. |
Synchronized Data
The following data gets synchronized from the retailer system to the wholesaler system.
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Note: Contacts and Extended Attributes require the configuration of Action scripts in order for data to be synced. |
Account / sub-account objects
Edited Username as an example
Account Status (Canceled > Enabled, Enabled > Canceled for example)
User-packages
User-package components (NOTENote: Not ALL conponents components are sync'd such as Contract components)
Bulk user-package amounts
Contacts (email, billing info)
User extended attributes (see the article on Extended Attributes if you are unfamiliar with these elements)
Role profile questions - including nested profile questions with parent and sub profile questions as long as they are setup the same on each side per role
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User level discounts
Overview components (apart from user extended attributes)
Role or permissions
Account Tickets (there is a separate workflow/action based method for transferring these which is separate from Tier Sync)
User Package Contracts
Invoice configuration does not tier sync after initial account add.
Pre-Installation Questions
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Branded owners need a Tier Sync component on the overview tab pointing to the branded owner on the Admin side (top owner) . The tier sync component indicates where the package list is coming from & where it's sync'd to. If tier sync is configured but set to false, the package tier sync components will still know what owner to pull the list from.
Installation Process
Install two instances of EngageIP
Add data to the front end that is the same on each system to allow syncing process
Configure Databases and system for Tier Sync
Ensure both Tier Sync service and EngageIP Event manager are running
Testing
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On the Owner's account (Branded)
Click Add button under Components on owner's overview screen
Select Tier Sync
Select the Owner on the admin/wholesale system FROM WHICH you want the package list to populate when adding Tier Sync component on packages
Click the Save button
On the Owner's Setup tab page, configure the package(s) with Tier Sync components
Click Packages
Click on the name of the package you wish to sync
On the package edit window locate the Components heading and click the Add button in that section
Select Tier Sync
Select the desired service under the Package Service Connector
Select the Service on the Reseller system in the you would like this Service to connect to
Click the Save button when finished
Once the above are in place (steps 1-2), when you add packages on customer accounts under this owner, the packages will sync to the wholesaler system.
Reseller Template for Propagating Owner Configuration
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Tier Sync allows for the synchronization of accounts, and account packages from a reseller installation of EngageIP to a wholesaler installation of EngageIP. Both systems need their Setup tab page level configuration to be equalmatch, i.e. the same package, services etc. Once this is setup as per the this Tier Sync configuration documentation, the Tier Sync service then synchronizes user accounts, their packages (as they are added), profile questions and contact information. For package synchronization there are currently two options:
Packages and services on Reseller sync to ONLY packages on Wholesale - so services become packages on the Wholesale system. The image below demonstrates the package/service to package sync. In the diagrams following, "Operator/Partner" refers to the Reseller System and "Core" refers to the Wholesale system.
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Based on a configuration option, packages and services sync to the same packages and services on
the whole sale system, this is a more direct 1:1 relationship of package service/setup.
(key="PackageLevelSync" value="true" - this key goes in the adminportal/web.config file to sync
packages as per this method)
Q & A / Troubleshooting
Q: I've synced the wrong packages, how can I adjust the relationship of packages and sync the correct package to the user accounts?
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A: Go to the customer account, click on the tier sync component on overview and click save, this should trigger the propagation of data and you should see results in a minute or so on the other system.
Q: The tier sync component isn't showing my new package created on the boss database (admin system).
A: There is normally a job running which ensures this is synchronized but if not, please contact LogiSense customer care who can then run an SQL query to update this.
Q: Profile questions are not syncing across from partner to admin servers?
A: You need to ensure the profile names, questions and display names are the same between each system.
Q: The account isn't syncing across to admin side at all
A: Ensure tier sync is on owner. Second, ensure bill group is the same, finally click on tier sync component, ensure Sync is set to TRUE, click save. Finally, ensure tier sync service is running as well as event service on partner side.
Q: I've imported users under the wrong branded owner, how do I switch it to another owner and have it all sync correctly on both sides?
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Cancel all packages on the user and any sub account packages on both systems (partner and admin)
Delete the tier sync component from overview on the parent account
Use the tools tab page option on partner to switch owners (in this case from one branded to another branded owner)
Re-add tier sync component so that it syncs to correct owner ID on partner. (this will initiate account creation on admin side as well, a new account under the new owner)
Add packages now that the parent and sub accounts are under the correct owner
Save tier sync component which will initiate sync of packages (the user account should already be created on admin side from step #4)
Cancel the old parent account on the admin side, rename if needed to '-OLD' or some other naming convention for archived / cancelled accounts
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A: The tier sync service must be running and the partner side event manager must be running for syncs to occur.
Miscellaneous
Tier Sync service install comment (update directory locations and name as needed) from the command line: sc create "EngageIP Tier Sync Service" binpath= "C:\Program Files (x86)\EngageIP\Services\TierService.exe" (Note: this is NOT to be installed on the Partner installation).