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:

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:

Power BI Settings

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

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.

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.

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. 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:
   

   Setting	Value	Comments
   POWER BI URL	https://api.powerbi.com/	Can be considered "static" (as defined by Microsoft)
   AUTHORITY URL	https://login.microsoftonline.com/{TENANT ID}	Partially static only. Your TENANT ID value needs to be retrieved upon Azure BI Application registration
   SCOPE URL	https://analysis.windows.net/powerbi/api/.default	Can be considered "static" (as defined by Microsoft)
   APPLICATION ID	5e4bcbaf-dafc-4201-a760-fd23d13c56b3 ← example, put your value	value collected on application registration
   CLIENT SECRET	~2-31vCivgB_9JGwgUS_dOybM3GSJMCC4M ← example, put your value	value collected on application registration
   ROW LEVEL SECURITY ROLE	RowLevelSecurity	(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.

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 ID	Unique ID	Generated 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:

The 'Authentication Token' page contains the following settings:

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"

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