Auto Connection Link


Definition

An auto connection link is a shortcut to a Service Manager form for a given object. It enables a third-party application such as Power BI or Excel to open Service Manager and access directly to the  form without having to use menu options or the search field.

EndDefinition

Caracteristics of an auto connection link

  • The link is configured by specifying the form to be opened, the field used as a search criterion and the required value for this field.

    example  

    • Form: DialogFO_Incidents
    • Field: Ticket number
    • Required value: I200803_000008
  • It takes the form of a URL followed by search parameters introduced by field variables.
https://{your_server}/autoconnect_mail.php?/field1={your_account_crypted}&field2=login&field3=password&field4={form_id}&field5=ViewDialog&field6={searched_value}&field7={search_field}
  • {your_server}: Server URL.
             example  https://your_company.easyvista.com 
  • field1 = {your_account_crypted}: Service Manager account used (40000, 50004, 50005). It is encrypted.
  • field4 = {form_id}: ID of the search form.
  • field6 = {searched_value}: Searched value.
  • field7 = {search_field}: Name of the search field.

example

https//:.../autoconnect_mail.php?field1=...&field2=...&field5=ViewDialog&field6=I200803_000008&field7=RFC_NUMBER
  • The search value is stored in the field6 generic variable. This one will be replaced in the third-party application by the required value.

    example  

    • In the auto connection link: field6=Incident_Number
    • In the third-party application: field6=I200803_000008

Examples

  • Send an email from an Incident workflow, then consult the Incident form in Service Manager via an auto connection link. Open url.png See the use case.
  • Consult the Incident forms from a Power BI report via an auto connection link. Open url.png See the use case.
  • Find an employee from Excel using the phone number, then consult its form in Service Manager via an auto connection link. Open url.png See the use case.
  • Use an automatic function for accessing forms via computer telephony integration (CTI). Open url.png See the use case.

Notes

  • Forms and fields which can be used in an auto connection link are defined by EasyVista. You cannot add to them.
  • Users may be required to enter their login/password when the form is opened in Service Manager based on security settings in the third-party application.
  • Auto connection links are not stored in the Service Manager database.

Screen description

Auto connection link.png

Menu access: Administration > Access Management > Auto Connection Link

Form Name: Physical name of the Service Manager form to be opened in the third-party application.

Field Name: Physical name of the Service Manager field used as a search criterion by the third-party application. 

Value: Value of the search criterion to be replaced in the third-party application.

URL: URL generated by parameters, used by the third-party application to access the Service Manager form directly. 

Procedure: How to generate an auto connection link

1. Select Administration > Access Management > Auto Connection Link in the menu.

2. Select the parameters you want.

3. Click Generate link.

4. Copy and paste the auto connection link in your third-party application, by replacing the field6 generic variable to access the Service Manager contextual forms. Open url.png See the use cases.

Use cases

Access the Incident form from an email sent via a workflow

Step 1: Generating the auto connection link in Service Manager.

1. Select the following parameters.

  • Form name: DialogFO_Incidents
  • Search field: RFC_NUMBER (ticket number)
  • Required value: Enter the Incident_Number generic value.

2. Generate the auto connection link.

https://.../autoconnect_mail.php?field1=...&field2=...&field5=ViewDialog&field6=Incident_Number&field7=RFC_NUMBER

Step 2: Configuring the email in a Send email step of the workflow.

1. Go to the workflow.
The graphical editor will be opened.

2. Add a Send email step. Open url.png See the action types.
         Auto connection link - Workflow example.png

3. Double click on the step to configure it.

  • Specify the object reference in the field Subject.

    Best Practice icon.png  Use the @RFC_NUMBER@ predefined value.

  • Enter the text of the email in the field Message.
    • Click Tools icon.png then Hyperlink icon.png in the toolbar.
               Auto connection link - Workflow example 1.png
      The hyperlink creation window will be opened.
               Auto connection link - Workflow example 2.png
    • Add the link to the Incident form via the auto connection link.
      • URL: Paste the auto connection link.
      • Text to display: Specify the clickable text of the hyperlink.

4. Save the workflow step.
 

Step 3: Testing the workflow and the correct email sending.

1. Create an incident attached to the subject of the workflow.

2. Check that the email sent via the workflow contains the correct link to the Incident form.

Email settings Example: Opening of the Incident form
Auto connection link - Result in workflow.png Auto connection link - Result in workflow - Example.png

Access the Incident forms from a Power BI report

Step 1: Generating the auto connection link in Service Manager.

1. Select the following parameters.

  • Form name: DialogFO_Incidents
  • Search field: RFC_NUMBER (ticket number)
  • Required value: Enter the Incident_Number generic value.

2. Generate the auto connection link.

https://.../autoconnect_mail.php?field1=...&field2=...&field5=ViewDialog&field6=Incident_Number&field7=RFC_NUMBER

Step 2: Accessing the Incident forms from the Power BI report using the auto connection link.

   Open url.png See the Step-by-Step integration process.

Display an Employee form from Excel

Step 1: Generating the auto connection link in Service Manager.

1. Select the following parameters.

  • Form name: DialogEmployee
  • Search field: Phone number
  • Required value: Enter the MyNumber generic value.

2. Generate the auto connection link.

https://.../autoconnect_mail.php?field1=...&field2=...&field5=ViewDialog&field6=MyNumber&field7=PHONE_NUMBER

Step 2: Accessing the Employee forms from Excel using the auto connection link.

1. Create a data entry form in Excel.

  • Insert an entry field of the employee phone number.
  • Add a hyperlink Click here... allowing the direct access to the Service Manager form.

        Auto connection link -  third-party application.png

2. Create a macro that automatically configures the hyperlink.

  • Add a hyperlink to the data entry form and copy-paste the auto connection link.
  • Replace the MyNumber with the value in the Employee Phone field.
    Note: Do not insert a space or any other character.

example  The value in the Employee Phone field is equal to 0612457890.

https//:.../autoconnect_mail.php?field1=...&field2=...&field5=ViewDialog&field6=0123456789&field7=PHONE_NUMBER

3. Check that you have direct access to the Service Manager form of the employee by cliking the hyperlink.

Use a CTI with Service Manager

Step 1: Generating the auto connection link in Service Manager.

1. Select the following parameters.

  • Form name: DialogHD_NewIncidents
  • Search field: Quick Call
  • Required value: Enter the [MyValue] generic value.

2. Generate the auto connection link.

https://.../autoconnect_mail.php?field1=...&field2=...&field5=ViewDialog&field6=MyValue

Step 2: Using the CTI in the auto connection link.

4. Replace the MyValue value with the parameter passed by the CTI.

example  The parameter passed by the CTI is equal to 0623456789.

https//:.../autoconnect_mail.php?field1=...&field2=...field5=ViewDialog&field6=0623456789

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Last modified by Unknown User on 2021/07/07 20:06
Created by Administrator XWiki on 2013/06/05 14:36

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