Support Portal

How PSA Integration Works

This article discusses the architecture and data mapping used by the Easy Connect PSA integration. For a more general overview and the steps to set-up PSA integration please read How to Integrate with PSA Systems.

PSA Integration Admin Utility

The admin utility is provided to configure, monitor and perform administrative tasks. (https://psa.prolianteasyconnect.com/login) Once the admin utility tasks are successfully configured the integration platform will initiate ticket synchronizations on a schedule (shown in Synchronization Schedule).

Points of Integration

  • Cloud Management Platform is the complete remote management and monitoring of the HPE ProLiant Easy Connect server.
  • Integration Platform is the system that controls the synchronizing of tickets between the ProLiant Easy Connect Support Portal and the Autotask PSA system.
  • ProLiant Easy Connect Support Portal is the customer service software used to report and track issues on the HPE ProLiant Easy Connect server.
  • Autotask PSA (Professional Services Automation) is software designed to manage and optimize business processes.

Architecture

 

Synchronization Schedule     

The integration platform will synchronize tickets approximately every 5 minutes. This period may vary if large numbers of tickets are being synchronized.

 

Mapping Details

Subject > Title

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “Subject” field via one-way synchronization to Autotask’s “Title” field.

 

Description > Description

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “Description” field via a two-way synchronization to Autotask’s “Description” field. The two-way synchronization will occur for comments only, attachments to the ticket will not be synchronized.

 

ProLiant Easy Connect Support Portal Comment > Autotask TicketNote Description

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “Comment” body field via a two-way synchronization to Autotask’s TicketNote “Description” field. The comment is a separate entity from the Ticket, with a one-to-many relationship between the ticket and its comments, therefore the comment has its own fields.

 

Priority > Priority

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “Priority” field via a one-way synchronization to Autotask’s “Priority” field.

 

Status > Status

The ProLiant Easy Connect Support Portal) synchronization of tickets will map the “Status” field via a one-way synchronization to Autotask’s “Status” field. The initial synchronization will create a ticket in Autotask with the status of “New”. Ticket status changes in Autotask will not change ProLiant Easy Connect Support Portal.

 

ClusterID > AccountID

The ProLiant Easy Connect Support Portal synchronization of tickets will map the “ClusterID” field via a one-way synchronization to Autotask’s “AccountID” field. The ClusterID provided by HPE support is required to enable mapping. ZenDesk Cluster ID Indirectly determines Autotask's Ticket AccountID, via matching to the ReferenceNumber field of an existing InstalledProduct. The AccountID is then taken from the InstalledProduct found.

 

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