Summary
This document describes the required Setup of both the Main EngageIP and Partner servers for Syncing tickets from the Partner System to the Main system.
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.
Configuration
This is related to a tier sync system where there are two systems, one we will call the Partner system which houses the reseller accounts and end customers, and the 'Admin' system which provides the option to invoice the resellers, this is the wholesale system. For the purposes of this KB, we will call them Partner and Admin systems.
Partner = Reseller system
Admin = Wholesale system
Note: the configuration below will be handled by LogiSense Customer Care and is only displayed for reference / troubleshooting purposes.
Partner system:
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 fill in the Username/Password for the remote Server. The Name of the server should be 'Remote Webservice'
Admin system:
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 Ticket.Create 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'
Using Ticket Sync
On Partner system (first):
Create a ticket
Enter comment, ticket group, category
Set Priority to 'Escalate To Admin'
Click Save
In 30 seconds or so, the workflows will have created the ticket on the Admin system
Note the priority on the partner system which now says 'Escalated'. This indicates that the ticket has been escalated to the admin system
On Admin system:
Load the ticket
Update it with ticket group, comment, category
To sync it back down to the partner system, select priority: 'Escalate to Partner'
In 30 seconds or so, the workflows will update the associated ticket on the partner system
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.
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