This  page focuses on less frequently items in the "Topology" section of LUCS and depend on your intended usage scope. Topics covered are: 

  • Connection to external Systems (Mailboxes, CRM Applications, Ticketing Systems)
  • Connection of LUCS via the API to external systems

(warning) While not as important as the main Essential Topology Settings chapter, any changes under "Topology" should generally be handled with care as settings may be (re-)used in other parts of LUCS - for example within Call and Mail Services. We recommend to perform changes outside of operation hours and restart the affected LUCS System Components if needed. 

"Topology" settings - either for the core LUCS Systems or the optional / situational items explained on this page - are essential and should checked directly after a first-time LUCS installation. We also recommend checking topology settings first after performing an Upgrade.

(lightbulb) Tip: To get a better understanding of the LUCS topology, head to the Architecture page.


Credentials

The 'Credentials' page provides the possibility to define and configure users for the LUCS System.

(info) The credentials will be used in → Mailboxes (see next chapter)

 
On clicking a specific credential in the list, you can access its details:

Topology - Credentials


The 'Credentials' page has the following settings:

Control Name

Description

Username

The username of the created on the Exchange server email account.

Organization Unit

Select Organization Unit to which the credential will be assigned.

Domain

The domain of the created on the Exchange server email account.

Password

The password of the created on the Exchange server email account.

Mailboxes

Mailboxes will be used in LUCS mail services, for mail manager and for specific workflows and features.

(tick) Precondition:  Mailboxes need to be created and configured on Exchange, before defining them in the LUCS System.

(info) Related pages: If you need to use O365/Azure, please perform the Azure Application Registration and then head to the Tenant Setup O365 and Exchange page.


On clicking a specific mailbox in the list, you can access its details:

Topology - Mailboxes


The 'Mailboxes' page has following settings:

Control Name

Description

Account

The full email account created on the Exchange server.

Organization Unit

Organization Unit to which the credentials will be assigned.

O365 Tenant

The O365 Tenant on which the mailbox is created.

Exchange Tenant

The Exchange tenant on which the mailbox is created.

Credential

The username of the email account created on the Exchange server.

Default Opening Hour value

Default state of mailbox selected from a list of categories defined on CI server.

(info) Instead of Exchange you can also configure LUCS to use internal calendars for Opening Hours. The entries will be available when configuring and adding mail services.

Use Impersonation

(info) An impersonated account is added in Exchange to a group with 'ApplicationImpersonation' role. To use an impersonated account select it from → 'Credential' drop down list.
→ (Credentials are described in the previous chapter)

  • 'true' to use an impersonated account instead of original one.
  • 'false' to use original account.

API Authentication Tokens

Authentication tokens are required for usage of the LUCS API. Please read the API Setup and Preconditions


The 'Authentication Tokens' page is accessible on Settings -> Topology section -> Authentication Tokens:


The 'Authentication Token' page contains the following settings:

Control Name

Description

Name

Token name for later identification.

Description

Short information about token.

Token

Unique number generated by the system. This field is not editable. A new key can be generated upon clicking 'Generate New Token' button.

(error) Be careful when generating & saving a new key for EXISTING API entries. As you "Save" the key entry you will render the previously existing token invalid. LUCS will not recognize the previous key anymore and cease to operate with any external systems that might have used the previous token.

→ Add a new entry instead by using the "+Add" button.

Expiration Date

Optional tokens expiration date

(info) An icon is displayed for the token record in the list of authentication tokens when the expired date is met.

Service Now

When using Service Now, additional configuration is required outside of the page described below. Please read the related chapters: 


Get Caller Information WF Activity

Service Now Configuration
Control NameDescription
NameClear Name of the Configuration item
Organization UnitOrganization Units which have access to this configuration.
DescriptionAdditional text to describe the config
AccountThe username (e.g. like  https://dev*service-now.com/)
PasswordPassword for the user
API Table URLURL is in the form of: https://{snowinstance url}/api/now/table/
Request Timeout

Time to wait for the completion of the request

If 0 will wait indefinitely (warning) May stall your workflow.

Zendesk

When using Zendesk, additional configuration is required outside of the page described below. Please read the related chapters: 


Zendesk Configuration


Control NameDescription
NameClear Name of the Configuration item
Organization UnitOrganization Units which have access to this configuration.
DescriptionAdditional text to describe the config
AccountExisting Zendesk account that is required to login to Zendesk site.
PasswordPassword to verify Zendesk account.
OAUT TokenToken to authenticate with the Zendesk Server
API TokenAPI tokens that is generated in Zendesk and used to as part of 2-factor authentication for App integration
API URLURL to your Zendesk site.
Locale

Locale that is used for your Zendesk site

→ Also see: https://en.wikipedia.org/wiki/Locale_(computer_software) 

OAUTH Token

The OAuth Token  authenticates all your application’s API requests to Zendesk.

It is generated by Zendesk during registry of your application.

Request Timeout in seconds

Time to wait for the completion of the request

If 0 will wait indefinitely (warning) May stall your workflow.