Additional configuration CRM Service for TopDesk

Note Additional CRM connector license required.

Introduction

Below the optional configuration you can do to the CRM Service for TopDesk.

 

PluginAttributes

This list contains the items which are shown to the user in the Web Agent and ID’s used to identity unique entities. All items are grouped by the Category.

Note: Only modify this list if you want to deviate from the default PluginAttributes. See Predefined PluginAttributes for the defaults and how to override these defaults.

 

The PluginAttributes list contains the following columns:

Column

Meaning

DisplayName

Name of the property shown in the Web Agent.

SystemName

Must be a attribute from ServiceNow. If it is part of a linked entity then the alias must precede the attribute.

ShowOnExtensionWindow

Indicate that the property is visible in the Web Agent. The main reasons to set this to 'No' and still configure it as an item is when the property should not be shown, but is used in a Hyperlink or it's an ID.

Order

The order in which the property is to be shown.

Important: counting must restart for each Category.

FieldType

Zero or more field types, these are covered per Category later on.

Hyperlink

Make the property clickable with the Hyperlink specified. It is possible to include the value of a property in the Hyperlink. This is done by putting the value of a SystemName property in square brackets in the Hyperlink. For example if there is a property with the SystemName 'Example', then the URL becomes: http://www.example.com/?queryString=[Example]

OpenAutomatically

Ignored by the CrmService.

Category

The Category that determines for which search query it has to be used. Supported are Contact, ContactSearch, Case and CaseSearch

ShowOnToast

Can be used to force the inclusion of the attribute in the query.

It is possible to combine the values of several properties, for instance when a name is split up in multiple properties, e.g. a FirstName and LastName column. In this case both properties should have the same DisplayName and they should appear after each other in Order, e.g. 1 and 2.

Note: ContactSearch will fall back to Contact if no items are supplied for the ContactSearch category. The same rule applies to Lead, LeadSearch, Case and CaseSearch. Only Contact is mandatory to have items.

 

Contact

The items in this category are the properties shown of a single contact. It supports the following field types:

Field type

Description

Id

This field type in combination with a value in the Hyperlink column, will be shown as CRM link.

Name

The name of the contact which will be shown as the contact’s title.

PhoneNumber

Column may contain a phone number.

SipAddress

Column may contain a SIP-address.

Email

Column may contain an e-mail address.

Date

Column contains a date (and time).

Search

Column is searchable. This type should be set for each column containing a PhoneNumber, Email or SipAddress to search for a contact match. This type will also mark a field as a search option if no ContactSearch items are configured.

 

ContactSearch

This category is used to display a summary of the contact and used for searching contacts. All properties which should be searchable, must have the Search field type. The column containing the values to verify the identity of the caller, e.g. a zip code, must have the field type Verify.

 

Account

This category is used to keep consistency in the other categories. It is used to define the relation between the contact and its account. A lead can only have a company name which may later be part of the contact when the lead is promoted.

Note: Do not include the account alias in the SystemName column.

Note: Set order to 0 if it is an account attribute which is not linked to the account entity, e.g. companyname in the lead entity.

The field types of importance here are Name, PhoneNumber, SipAddress and Email. All items with the field type Name are combined to form the title. The property with any of the others is used as a subtitle.

 

Case

Note: Only contacts can have cases.

The DisplayNames in this category are fixed. The following items are supported:

DisplayName

Description

Title

Multiple items can have this DisplayName. Must have the Name field type.

Description

Only a single item is allowed to have this DisplayName.

Date

Must have the Date field type to be used.

Status

The case status including the case status colors. The values must match the CaseStatus setting. Add field type FormattedValue to obtain the display name of this property.

It is also possible to add a ID field type to an ID item or any of the other items. The ID field type in combination with a URL in the Hyperlink column will be shown as a CRM link for each case.

 

CaseSearch

These must have the same items as the Case category. The difference here is that items may have the Search field type.

 

PluginSettings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. The following optional settings can be added:

    Note: All plugin settings for the CrmService must have the Scope set to CrmService.

     

    Setting

    Value

    Scope

    TopDeskUrl

    Url to the Topdesk environment. Necessary to connect to the Topdesk rest services.

    Mandatory setting.

    CrmService

    ApiPath

    Setting TopdeskUrl combined with the APIPath setting is the Topdesk API url.

    The default value is /tas/api/

    CrmService

    Username

    Username of the Service Account used to access the Topdesk API.

    Mandatory setting.

    CrmService

    ApplicationPassword

    Password of the Service Account used to access the Topdesk API.

    Mandatory setting. Encrypt with the A365 password tool.

    CrmService

    DefaultPhoneNumberRegion

    Iso 3166 alpha-2 code. Default ZZ.

    CrmService

    PhoneNumberFormat

    The format used when searching the CRM phone number fields when a call comes in. There are 4 options:

    1. E164: e.g. +0012345678. See “The International Public Telecommunication Number Plan”.

    2. International: e.g. +1 206-555-1234. Based on the E.123 International format.

    3. Rfc3966: e.g. tel:+1-206-555-1234. See “The tel URI for Telephone Numbers”.

    4. Pattern: Search on a predefined pattern.

    Note: Change this setting if phone numbers are stored in any of the other formats to improve performance.

    CrmService

    ContactBaseQuery

    Query template to retrieve contacts from Topdesk.

    The default value is persons?[conditions][fields]&page_size=20

    CrmService

    CaseBaseQuery

    Query template to retrieve cases from Topdesk.

    The default value is incidents?[conditions][fields]&page_size=20

    CrmService

    ContactCaseFilter

    Case and Contact has a relationship. Attribute and value must be a valid SystemName.

    caller_id.sys_id={0}

    CrmService

    CaseStatus

    Mapping of a case (dossier) status to a WebAgent case status. Currently Incident field closed is mapped. Default:

    • true=Closed

    Left side is the value as configured in Topdesk. Right is the status in the Web Agent. The status of a case record has to be mapped to the Web Agent case status. The Web Agent supports the statuses Open, Closed and New. Currently only the Closed statuses are mapped for Topdesk. Otherwise the status will be assumed to be Open.

    CrmService

    UseFiql

    Use newer API with FIQL queries.

    The default value is true

    CrmService

    UseDefaultPluginAttributes

    Use the default plugin attributes configured in the Crm Service.

    The default value is true

    CrmService

    UseStartsWith

    In case of a text search, the query will use a starts with operation instead of an equals operation. This only works for the FIQL API.

    Note: This only applies to a text search, not to a id search, phone number search or sip uri/ email search

    CrmService

    ShowMappedStatus

    Show the mapped Web agent status value (Open or Closed) instead of the internal incident status. This could be convenient in case the used internal status field is a boolean field (only true or false), or if the used internal status field value is too long or too complex.

    The default value is true

    CrmService

 

Predefined PluginAttributes

Note: These predefined attributes may be overwritten/removed by creating a PluginAttribute item in SharePoint with the same SystemName and Category. Do not give it any field types and set both ShowOnExtensionWindow and ShowOnToast to No to remove this attribute from the query. Also make sure that the system name is not included in any hyperlink!

Note: The base query in the PluginSettings list must also be modified when adding attributes of another entity.

Case

Case is mapped to Topdesk entity type Incident.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

Category

Id

id

0

No

Id

[TopDeskUrl]/tas/secure/incident?action=show&unid=[id]

Case

Subject

number

1

Yes

Title

 

Case

Description

briefDescription

2

Yes

Description

 

Case

Date

creationDate

3

Yes

Date

 

Case

Status

closed

4

Yes

Status

 

Case

ContactId

caller.id

4

No

Id

 

Case

 

CaseSearch

Default search is currently only on subject.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

Category

Subject

number

1

No

 

 

CaseSearch

 

Contact

The Contact category is used to map Topdesk Person records to contact info in the Crm Service.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

Category

Id

id

0

No

Id

[TopDeskUrl]/tas/secure/person?action=show&unid=[id]

Contact

Name

dynamicName

1

Yes

Name

 

Contact

Email

email

2

Yes

SipAddress,Search

 

Contact

Phone Number

phoneNumber

3

Yes

PhoneNumber,Search

 

Contact

Mobile

mobileNumber

4

Yes

PhoneNumber,Search

 

Contact

 

ContactSearch

Search on Person records in Topdesk. Default search is on name and email. If the Crm Service receives a search value in email format, the Crm Service will do a search on the email fields in category Contaxt. If the Crm Service receives a phone number search value in sip uri format (tel:+316...), the Crm Service will do a search on the phone number fields in category Contact.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

Category

Surname

surName

2

No

Name

 

ContactSearch

First Name

firstName

1

No

Name

 

ContactSearch

Employee Number

employeeNumber

3

No  

 

ContactSearch