10.23 Interfacing with help desk call management systems

P-Synch can be interfaced to your help desk system, so that call records (problem tickets) are automatically generated or updated.

This interface provides two major benefits:

• P-Synch can report it's actions to the help desk system, providing a uniform method of logging for different types of incidents, including password problems.
• Support staff need not enter redundant information about calls - once into the help desk system and again into P-Synch.

A standard facility is used to interface P-Synch to any help desk system, from any vendor. This facility can:

• Exchange data with the help desk system when any of a wide range of events transpires on the P-Synch server. Events include user and administrator authentication, password verification or reset, security violations, successful or failed operations, and so on.

• Capture your work flow and business logic with a scripting facility. You can configure the software to execute different actions when different events take place.

• Update information about existing records in your help desk system in real time.

• Create new call records in your help desk system, in real time.

• Send SMTP e-mail.

• Execute programs on the P-Synch server.

The architecture of the generic interface facility, as it relates to other P-Synch components, is illustrated in FIGURE: [HD_INTERFACE_1].

Figure:Help desk interface components

You activate the interface by telling P-Synch to run an interface program when a specified event type transpires on the P-Synch server. To do this using the P-Synch administration program:

1. Log into the administration program (/psynch/nph-psa.exe).
2. Click Configure P-Synch.
3. Click Web modules.
4. Click the web module from which you want to trigger notification.

   For example, click on Self-service reset to see the Self-service reset configuration page.

5. Enable the exit trap variable corresponding to the event that takes place on the P-Synch server.

   For example, the exit trap that activates the interface when a user successfully resets their own password is SELF RESET SUCCESS.

6. In the field next to the variable name, type the name of the program with which P-Synch will interface when the event occurs.

   For example, type pxheat.exe to activate the HEAT interface program and automatically update the exit trap that activates the interface when a user successfully resets their own password is SELF RESET SUCCESS.

P-Synch comes with several standard interface programs for popular help desk call management systems. The programs are listed in TABLE: [HDXFACES].

Table:Help desk interface program names

Interface program	Help desk call management system
pxclar.exe	Clarify.
pxheat.exe	HEAT.
pxhttp.exe	HTTP servers.
pxodbc.exe	Generic interface to database servers using ODBC.
pxnull.exe	NULL interface: can only send e-mail or run programs.
pxper3.exe	Peregrine ServiceCenter 3.x.
pxrem32.exe	Remedy ARS 3.2.x.
pxrem4.exe	Remedy ARS 4.x.
pxsdc.exe	SupportSoft.

Note:

Be sure to install the client software for the help desk call management system on the P-Synch server before you activate the interface.

 

Note:

Only activate an interface for event types that you are interested in sending to your call management system.

 

Some events are triggered by services (in particular, by the pushpass synchronization service). To activate these:

1. Log into the administration program (/psynch/nph-psa.exe).
2. Click Server monitor, then Services.
3. Click Manage next to the service you want to modify.

   For example, click Manage next to pushpass to configure the pushpass service.

4. In the appropriate fields, type the name of the notification program in the Program to execute when ... field.

   For example, type pxper3.exe next to Program to execute when all passwords are transparently reset for a user.

The interface programs load a script, found in the <instance name>\bin directory (as is the interface program), and with the filename extension cfg. The script defines how the interface will find and update a record in the call management system, and whether it will run other programs, send e-mail, or another action. You can define different behaviour for each event type.

The script language is documented in Section HERE.

The event types that can trigger P-Synch to notify an external system are listed in:

• TABLE: [EXITTRAPS_SELF]: Self-service password changes.
• TABLE: [EXITTRAPS_HELPDESK]: Help desk access.
• TABLE: [EXITTRAPS_TRANS]: Transparent synchronization.
• TABLE: [EXITTRAPS_UQA]: Self-service Q&A profile builder.
• TABLE: [EXITTRAPS_REG]: Self-service registration for synchronization.
• TABLE: [EXITTRAPS_PIN]: Self-service token management.
• TABLE: [EXITTRAPS_UALS]: Self-service alternate login ID profile builder.