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.

Power BI Settings

(lightbulb) If you are not using Power BI for Historic Reporting you can skip this section. 

(warning) Note that fields described in the table below are all optional to be filled in the UI until at least one field is filled in. Afterwards a validation will require you to fill in all fields.

(info) These settings are directly related to Historic Reporting. Read our Introduction to Power BI if you want to use this feature. The values are used to connect our BI Reporting Data Evaluation Template Use to the database.

(tick) Once first productive data has been gathered, ensure to read the Managing BI User and Data access chapter to learn how to assign users to Reporting roles.

BI System Settings


For this step you need (depending on your configuration):

  • A BI Azure Application registered.
  • An On-premises data gateway set up.

...so you can retrieve the necessary URLs, IDs and App Secret from your Tenant.

  1. Go to Configuration > Topology > System Settings > "Power BI Configuration" section

    Topology Power BI Configuration
  2. Fill values as described from the preconditions. (info) The values for Power BI URL, Scope URL and Row Level Security Role can be considered "static" and we therefore suggest our customer-site Administrators to configure as follows:

    SettingValueComments
    POWER BI URLhttps://api.powerbi.com/Can be considered "static" (as defined by Microsoft)
    AUTHORITY URL

    https://login.microsoftonline.com/{TENANT ID}

    (warning) Partially static only. Your TENANT ID value needs to be retrieved upon Azure BI Application registration
    SCOPE URLhttps://analysis.windows.net/powerbi/api/.defaultCan be considered "static" (as defined by Microsoft)

    APPLICATION ID

    5e4bcbaf-dafc-4201-a760-fd23d13c56b3 ← example, put your valuevalue collected on application registration
    CLIENT SECRET~2-31vCivgB_9JGwgUS_dOybM3GSJMCC4M ← example, put your valuevalue collected on application registration
    ROW LEVEL SECURITY ROLERowLevelSecurity

    (Has to be set up on PowerBI itself)

    Can be considered "static" , our suggestion is to leave the default value.

BI OU Settings


For this step you need (depending on your configuration):

  • A configured BI Workspace, with...
  • BI Reports uploaded and hosted as an URL. 

... so you can retrieve the Workspace and Report ID for your settings below.

(question) How to find these IDs? You can retrieve the ID when opening your Azure-Hosted Power BI report and checking your browser's address bar:

  1. Go to Configuration > Organization Unit Settings

    Organization Unit Power BI Configuration
  2. Select your Organization Unit that should be allowed access to an embedded report.
  3. Fill values as described from the preconditions:

    Setting

    Value

    Comments

    Workspace IDUnique IDGenerated from BI Reported Hosting
    Report ID

    Unique ID


    Good to know

    • Different Organization Units may have a different IDs each.
    • Values configured on parent Organization Unit are also applied to nested entries.
    • All users in the related OU will need Reporting permissions in order to see the reports.

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:

API Authentication Token


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

(warning) A warning icon is displayed for already expired tokens.

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.