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Ticket Sync workflows all you to have a wholesale and reseller system configured with the same ticket groups and statuses etc. to escalate tickets between the two separate systems in order to escalate tickets. The escalation between the two systems is triggered off of a ticket priority, when that ticket priority is selected, the workflows create a new ticket on the other system, and link the two tickets with each others TicketID. Updating / syncing between the two happen when the correct priorities are set and the workflows then send the latest comments and ticket config to the other system. This includes ticket status, priority, group, sub category (if exists), contact method. Assigned To is not sync'd.
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The Partner system must have all the Same Ticket Groups, Status, Categories, Ticket Types, etc as the Admin system
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
A Ticket Extended Attribute called SyncTicketID with a type of Text is required on Each Branded Owner
Custom Code script is required. (Request from LogiSense as this may be specific to your system)
Two Actions are required Ticket.Create and Ticket.Update scripts are required. Replace the Escalate to Admin with the above Priority
Required in the Adminportal/bin and Event Service Bin is the EngageIPWebServicesAPI.dll file
Create ServerType called EngageIP and add 2 Profile Questions (Required) Called Username and Password
Add a Server with an address of Admin system (IP or Hostname) http://ipofAdminsystem/adminportal/webservice.asmx asmx fill in the Username/Password for the remote Server. The Name of the server should be 'Remote Webservice'
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The Admin system must have all the Same Ticket Groups, Status, Categories, Ticket Types, etc as the Main system
Two Ticket Priorities are required for each Branded owner. (Escalate to Partner, and Escalated)
A Ticket Extended Attribute called SyncTicketID with a type of Text is required on Each Branded Owner
Custom Code script is required
Two Actions are required TicketUpdate and and Ticket.Create scriptsCreate scripts
Required in the Adminportal/bin and Event Service Bin is the EngageIPWebServicesAPI.dll file
Create ServerType called EngageIP and add 2 Profile Questions (Required) Called Username and Password
Add a Server with an address of Partner 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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