ECC

Introduction

The NetEnrich Ticketing System is a specialized helpdesk software designed and used exclusively by NetEnrich. Errors in data may occur due to a variety of factors, including hardware faults, electromagnetic interference, and software bugs. These errors can lead to system crashes, data loss, and other issues that can have serious consequences for businesses and individuals alike. ECC technology helps to mitigate these risks by detecting and correcting errors in real-time, ensuring that data is accurate and reliable.

Install the integration

1. From All Clients, select a client.
2. Go to Setup > Integrations and Apps.
3. From Available Integrations, select Collaboration > ECC.
4. Click Install.

Configure the integration

Configure the following:

• Inbound
• Outbound
• Monitoring of Integration
• Audit Logs

Inbound (ECC to OpsRamp)

1. In Authentication, configure the authentication to call Freshservice APIs.
   1. Select OAUTH2 as Authentication Type.
   2. Click Save.
      Note: Copy the Tenant Id, Key, and Secret.

2. Configure Map Attributes to map ECC attributes with OpsRamp entity attributes.
   1. Select OpsRamp Entity from the drop-down menu.
   2. Click OpsRamp Property against the respective attribute, enter the mapping details.

3. Configure ITSM Properties to define properties required to call ECC API using events. Enter the values for Properties.
4. Click Save.

Outbound (From OpsRamp to ECC)

1. In Integration Basic Configuration, configure basic notification details to trigger integration events.
   1. Notification Type: SOAP API or REST API.
      Note: When you select SOAP API, users will only be able to choose NONE or BASIC under Authentication Type.
   2. Base URI: https://{subdomain}/api/v2/tenants/{tenantId}
   3. Authentication Type: Select any of the below authentication type:
      Note: The below options are only be available when you select REST API as Notification Type.

Authentication Type	Description
NONE	No authentication is required.
BASIC	Basic authentication such as User Name and Password is required.
OAUTH2	Provide the below information: Grant Type: Select either Client Credentials, Password Credentials, or Refresh Token. Key: Enter the authentication key. Secret: The secret code is already added. Access Token URL: Enter the access token url information. Scope: Enter the scope information.
JWT	Provide the below information: User Name: Enter your username. Password: Enter the password. Token URL: Enter the token url information. (optional) Token Payload: Enter the token payload information. Token Headers: Enter the token header information. Tokens Path: Enter the tokens Path in the response of token request call. Resource Authorization Headers: Authorization Headers needed for resource calls.

2. In Map Attributes, map OpsRamp entity attributes with ECC attributes:
   1. Click Map against the attribute. The Create Integration Mapping window is displayed.
   2. Enter the required details.

3. In Integration Events, add the following details:
   1. Click +Add. The Add Integration Event page is displayed.
   2. Enter a name for the integration event.
      Note: An action performed on an entity is defined as an event. When an event is triggered, notifications are sent to the respective users.
   3. Select Service Desk or Resource from drop-down, select entity type, and select the action.
   4. Select Parent Configuration to assign the configured basic integration details.
   5. Enter the Endpoint URL and select the Web Method from the drop-down.
   6. Enter the Headers name and value, payload, and click Save.

Notes:

• To add more tokens to the payload, click the token in the Place Holders list.
• To parse properties returned in the response with OpsRamp, select OpsRamp property from the drop-down and enter the parsing value.
• A custom field that is already configured as a response payload attribute for a given integration is not available for configuration in any other integrations. You need to remove the existing mapping from the integration to make the custom field available to map on the response payload of any other integration.

Integration response mapping configuration:

Response mapping configuration is mainly based on the response payload that is received in third party payload;

below are a few examples for response mapping configuration -

1. sample response payload to mapping the id in response mapping:

        {
        "id":"INC0001",
        "type":"incident",
        "tool":"servicedesk"
        }

    external ticket id = $id  
    We need to append **$** to the value

    2. sample response payload to mapping the id in response mapping:

        {
        "result":{
        "id":"INC0001",
        "type":"incident",
        "tool":"servicedesk"
            }
        }

    3. Sample response payload to mapping the id in response mapping:

        {
               "result":[
                  {
                     "ticketDetails":{
                    "id":"INC0001",
                    "type":"incident",
                    "tool":"servicedesk"
              },
                 "Description":{
                    "display_value":"testing description",
                    "value":"validating"
                 }
              }
           ]
        }

    4. sample response payload to mapping the Incident Number in response mapping:

            {
              "result": {
              "Incident Number": "INC0001",
              "type": "Incident"
           }
        }

4. Verify Integration: Enter sample values to validate if the integration is successful.

   • Select an event from the drop-down, enter the XML payload, and click Verify. A 200-OK success response is generated if the integration is successful.

5. Integration Failures: In case of a failure in integration, a message is sent to the respective user.

   • Select notification type Email, enter the email address, and click Save.

Monitoring of Integration

1. Click + Assign Templates.
2. The Assign Template page appears.
3. Select a template and click Assign Template.

Audit Logs

In the Audit logs section, enter the required details and click Apply.