Situational Topology Settings
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
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.
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.
The credentials will be used in → Mailboxes (see next chapter)
On clicking a specific credential in the list, you can access its details:
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.
Precondition: Mailboxes need to be created and configured on Exchange, before defining them in the LUCS System.
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:
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.
|
Use Impersonation |
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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.
→ Add a new entry instead by using the "+Add" button. |
Expiration Date | Optional tokens expiration date
|
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.
Service Now
When using Service Now, additional configuration is required outside of the page described below. Please read the related chapters:
- This setting relates to the "Get Caller Information" activity located in the Custom Workflow Elements while editing your Workflow Structures.
- The Configuration is applied in the Service Workflow Configuration under "External Applications"
| Control Name | Description |
|---|---|
| Name | Clear Name of the Configuration item |
| Organization Unit | Organization Units which have access to this configuration. |
| Description | Additional text to describe the config |
| Account | The username (e.g. like https://dev*service-now.com/) |
| Password | Password for the user |
| API Table URL | URL 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 |
Zendesk
When using Zendesk, additional configuration is required outside of the page described below. Please read the related chapters:
- Related Custom Workflow Elements ("Create CRM Ticket" Activity") while editing your Workflow Structures.
- The Zendesk Configuration is applied in the Service Workflow Configuration under "External Applications"
- Use Case: Create and open Zendesk Ticket in AA
| Control Name | Description |
|---|---|
| Name | Clear Name of the Configuration item |
| Organization Unit | Organization Units which have access to this configuration. |
| Description | Additional text to describe the config |
| Account | Existing Zendesk account that is required to login to Zendesk site. |
| Password | Password to verify Zendesk account. |
| OAUT Token | Token to authenticate with the Zendesk Server |
| API Token | API tokens that is generated in Zendesk and used to as part of 2-factor authentication for App integration |
| API URL | URL 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 |