Integration White Paper


A set of technologies is used to implement integration, based on standard interoperability protocols and on an architecture that ensures optimal security.

   Technologies - Global.png

The implementation of an interface may require the setting up of a VPN tunnel in order to ensure that customers enjoy absolute control over the incoming and outgoing flows of their infrastructure. This tunnel can also be used to avoid the implementation of intermediate servers within the customer's infrastructure. In this way, Logo - EasyVista.png teams will ensure the live system support (LSS) of the resources required for full interoperability.

   Technologies - Flows.png
           Overview of flows between the customer's infrastructure and the platform 

Integration using web services (SOAP)

The SOAP protocol (Simple Object Access Protocol) enables messages to be sent to remote objects. It authorizes an object to call object methods located on another server. Product name - ev itsm.png integrates web services using this protocol and enables real-time communication and data exchange with third party applications. It is important to differentiate between the consumer, i.e. the application calling the web service, and the supplier, i.e. the application providing the web service called by the consumer. 

Product name - ev itsm.png can alternate its roles as:

  • The web service supplier: The web services provided are used to automate the update of Product name - ev itsm.png data by third party applications using the RPC/encoded protocol.
  • The web service consumer: Via its workflow engine or business rules, Product name - ev itsm.png can call web services provided by third party applications using the RPC/encoded, RPC/literal, document/literal protocols.

Examples of implementation

1. A user enters a request for a new software. The workflow requires the user's operational manager to validate the request before making the software available.

  • The operational manager validates the request. 
  • The Product name - ev itsm.png workflow engine communicates directly with the remote software distribution tool. A web service is called to request remote deployment on the user's workstation. Installation of the software is performed without any intervention by the IT team.
  • Once the operation is performed, the service request is validated by the user.

2. Product name - ev itsm.png can be used as a Service Management tool within a company. Incidents can be entered in Product name - ev itsm.png, requalified and escalated to a subcontractor. They can then be managed using a third party application implemented by the subcontractor. 

  • The Product name - ev itsm.png workflow engine communicates directly with the third party application. A web service is called to request the creation of the incident and to provide the information required in the parameters, such as ID, contact or description.
  • Once the incident is updated and processed, the third party application calls the web service provided by Product name - ev itsm.png. The workflow progresses and automatic validation of the incident resolution is generated.

Integration using email exchanges (IMAP4/POP3/SMTP)

Product name - ev itsm.png allows interaction with all messaging systems to send and receive emails.

Product name - ev itsm - big.pngev|Service Manager sends emails

Product name - ev itsm.png can send emails manually or automatically:

  • Within a workflow:
    • Emails can be sent to different recipients defined in workflow steps.

      Example documentation icon EN.png  When a work order is assigned to a technician, an email is sent to the requesting user indicating that the request has been validated. Once an incident has been resolved and prior to closure, an email is sent to request validation of the incident.

    • The workflow engine proposes standardized rules for defining recipients. This can be done without using code.

      Example documentation icon EN.png  System role @Manager of Location of Requesting Person ==> Automatic email sent to the IT Contact in charge of the location of the requester.

    • The emails sent can contain a direct and customizable link to information to be updated (e.g. Click here). This enables occasional Product name - ev itsm.png users to access an operation immediately without requiring intensive training.
    • The emails sent can contain Accept and Refuse links that enable recipients to validate incidents and requests without accessing Product name - ev itsm.png.
  • For an alert or a business rule:
    • A generic configurable alert engine is used to monitor maximum and minimum levels and to trigger the sending of emails once these levels are reached.

      Example documentation icon EN.png  The Service Desk Manager is warned in advance that certain incidents may not be handled within SLA deadlines.

    • Using the SCCM gateway, the alert engine can send an SCCM alert to the recipient's mobile phone.
  • For regular activity progress reports:
    • The Product name - ev itsm.png reporting engine can schedule the sending of activity progress reports by email to a list of recipients on a regular basis.

      Example documentation icon EN.png  Preparation of a steering committee meeting ==> In order to ensure that all participants have the required information, the main activity reports for the period in question are sent to each participant the day before the meeting.

Product name - ev itsm - big.pngev|Service Manager receives emails

Product name - ev itsm.png can interpret the emails received using the technical support agent:

  • Incidents or service requests are automatically created for all emails sent to a specific email address. This gateway takes into account file attachments sent with the emails.
  • Information is updated by the sending of formatted emails in the event of integration with applications that do not support web services.

Integration using file exchanges

This technology can integrate important data volumes using structured formats. It is used:

  • For data transfers, e.g. at the start of a project when some of the data comes from existing applications, internal tools or flat files such as Microsoft Excel or Access.

    Example documentation icon EN.png  Implementation of the Product name - ev itsm.png Asset Management module ==> asset management data transferred from existing tools. Initialization of a large incident catalog.

  • For regularly scheduled integration tasks when important data volumes must be updated on a regular basis.

Product name - ev itsm.png proposes over one hundred connectors that describe the data managed by the application in different user languages, in compliance with interface terminology. A graphic interface is used to create integration models that map structured input data with the fields required by connectors. These integration models identify the fields used as reconciliation keys, default values and insertion rules for reference tables.

Example of implementation

Prior to deploying Product name - ev itsm.png on a worldwide scale, a French ministry with nation-wide agencies managed its assets locally. Each region had its own tool, one that was sometimes developed internally.

  • In order to migrate the different systems towards a common tool, the ministry sent an Excel file to all regional agencies, asking them to complete the file using the data available in the local tools.
  • Once data was entered and users were trained, data integration was performed within a few hours, thus enabling seamless transition from a decentralized management system to one with a consolidated vision, without any loss of data.

Integration using data sources (ODBC)

When data exchanges are frequent and voluminous, it may be better to perform data integration from one database to another using database views accessible in ODBC instead of using files.

Product name - ev itsm.png is able to handle files or databases. The same connectors can interface with databases directly via data sources with SQL queries.

Integration using scripts (API)

Service Center employees using Product name - ev itsm.png on a daily basis manipulate different technical software in performing their tasks, such as remote control, remote software distribution, account creation, etc. Most of these tools can be called via a command line or a URL, and as such, execution can be partially automated.

Example documentation icon EN.png  Remote control tool called using a command line with the equipment network ID ==> enables access to the equipment with just one click.

Product name - ev itsm.png scripts are used to create an interface between the technician and technical tools while taking into account objects manipulated in Product name - ev itsm.png :

  • Intervention on an incident: A command line is automatically created. It integrates all current data on the incident, equipment or configuration item associated with the incident and user.
  • Intervention on equipment or configuration item: All data on the item is integrated.

Examples of implementation

1. With Numara Precision Desktop Management

CristonConsole.jar -sSERVER :PORT –uUSERNAME –pPASSWORD -n%1 –rc

2. With Microsoft SCCM

mstsc /v:COMPUTER:3389

3. With VNC Viewer

@echo off
echo Starting VNC/
cd Program Files\RealVNC(% vncviewer %1


Integration using XML

Product name - ev itsm.png uses standard functionalities for exporting dashboard data in an XML file.

  • Initially, you can create a project automatically using an XML file in MS Project or generate a command using an XML file from SAP.
  • Associated with the preimport functionality, the XML file is integrated in a temporary table so that the required processing or scripts can be applied. It is then injected into Product name - ev itsm.png tables.

Best Practice big icon.pngBest Practice


Integration via the preimport function enables you to convert data using SQL scripts. There is no direct mapping between the CSV file or data source and the Product name - ev itsm.png database. However, like in LDAP integration, a link to a temporary table containing data from the CSV file or data source is used to load data to Product name - ev itsm.png tables.

   Preimport Process.png


In order to provide a comprehensive and consistent view, data must be normalized. This is especially true when the data to be integrated comes from dissimilar systems where normalization cannot be performed. The challenges of normalization frequently appear during integration with purely technical solutions such as the automatic discovery of workstations.


Open url.png  See also Examples of integration using normalization

  • An equipment supplier, who is also a software publisher and MRO provider, has three different data sources. In Product name - ev itsm.png, the names from these three different data sources will be replaced with a single value.
  • Examples of data from an actual SCCM database with 371 inventoried workstations.

    1. The data has been minimally normalized.

    Example documentation icon EN.png  Data on manufacturers "Dell Computer Corporation" and "Dell Inc", "SAMSUNG" and "SAMSUNG Electronics"

    2. Serial numbers have not been cleaned up, thus making it difficult to use them as unique IDs.

    Example documentation icon EN.png  Data "00000000", "00C0FFFFFFFF", "None", "Not Available"

    3. Processor frequencies have never been rounded out, thus preventing a statistical view of data.

    4. The SCCM unique ID is the MachineID field where the value is automatically initialized when the SCCM client is installed on the workstation.

    5. There is no way to force the numbering of the workstation if it is reformatted and reinstalled because a new MachineID value is automatically regenerated.

    6. When a workstation is returned to stock, it must be removed from the SCCM inventory and the SCCM client must be uninstalled so that any software previously detected will no longer be included in the number of software licenses. A given workstation may therefore appear and disappear in SCCM several times during its life span. Asset management is therefore more complex because duplicates are created on a regular basis (see

    7. Information on the software installed comes from the Windows Add/Remove Programs functionality. This does not ensure that all software is detected. An uninstall that is incorrectly performed, for example, by deleting the executable file, will not be detected. Similarly, an installation performed without a setup (shortcut on the workstation) will not be identified.

Unique ID

This issue is relevant to all data exchanged. All Product name - ev itsm.png integration functionalities enable you to select a unique ID. Here are a few examples based on the products interfaced.

Open url.png  See also Examples of integration using a unique ID

Integration using a directory

The unique ID is often the employee number. If the employee number is missing or if the integration involves employees as well as subcontractors, the email address can be used as long as it is a personal email address and not a generic group email address.

Identification of equipment

This is done by physically labeling equipment to ensure uniqueness, except for workstation administration solutions that are not management tools. In this case, the unique IDs that can be used are as follows:

  • The MAC address of the workstation network card. We do not recommend this solution because there is a high risk of duplicates if the workstation or network card is replaced or if network cards are exchanged on a laptop with several adapters, e.g. internal adapter, workstation adapter, PCMCIA network card, etc.
  • The serial number. This is a possible solution if all of the assets are relatively new and were manufactured by just one or two companies. However, a strong risk of duplicates remains. Moreover, not all manufacturers specify the serial number in their product BIOS.
  • The workstation network name. This is a possible solution if the name does not change during its life span. This means that the workstation name must not be identical to the name of the user.
  • An internal ID automatically generated by the system. We do not recommend this solution because there is a risk of deletion if the workstation is reformatted. The ID would have to be regenerated.

Integration of Product name - ev itsm - big.pngev|Service Manager within the information system

IT Management tools are vital for the IT Department. They help structure the activity and should therefore be able to integrate into the existing environment. Integration enables automated processes, thus ensuring faster and more cost effective data exchanges if no human intervention is required, and improving quality with no risk of data entry errors.

   Interfaceable Products with EasyVista.png

LDAP directories

Corporate directories are a key component of the IT infrastructure. They are used to centralize and normalize user access management and ensure that all potential users in the IT system are identified and managed. 

Any IT Management solution implemented must provide a comprehensive list of users with their email addresses, phone numbers, etc. In this way, users who contact the Service Desk for help will not be required to provide their contact information again. This also avoids the creation of duplicates with the arrival or departure of users and enables you to schedule onsite interventions if the directory contains information on location.

Product name - ev itsm.png can interface with all LDAP directories.

  • Most directories are based on LDAP (Lightweight Directory Access Protocol).
  • Product name - ev itsm.png can use the LDAPS protocol (LDAP with SSL/TLS encryption).
  • One or more accounts may be required based on how the directory tree is organized.
  • Product name - ev itsm.png integration is performed at several levels:
    • Authentication, which can apply to several LDAP servers. Users who access Product name - ev itsm.png are authenticated in the company's central user access management system. Password verification can also be centralized in the corporate directory instead of using data managed by Product name - ev itsm.png.
                LDAP Directory.png
    • Management. Product name - ev itsm.png users are created automatically from corporate directory users.

Examples of products

  • Microsoft Active Directory
  • Sun Directory Server
  • Novell eDirectory

Single-Sign-On (SSO)

Single-Sign-On is a component that enables access to applications without having to re-enter the password. Without being restrictive, it requires shared authentication.

Product name - ev itsm.png integrates within the corporate SSO system when data on logged in users is accessible in the form of a cookie, a session variable or a parameter in the HTTP header.

   SSO - Global.png

SSO systems can be grouped into two main categories:

  • Systems are that fully compatible with SSO thus ensuring maximum security for the entire information system:
    • CA SiteMinder, IBM WebSEAL or any other solution based on an injection in the HTTP header
    • SAML 2.0 compatible products
    • SSO via certificate exchanges (CAS)
  • Pseudo SSO systems that hide the authentication step from users:
    • cookies
    • HTTP via GET and POST
    • IIS relay

SSO One Way

   SSO - One Way.png

SSO Two-Way

   SSO - Two Ways.png

SSO Three-Way

   SSO - Three Ways.png

SSO via IIS relay

   SSO - IIS Relay.png

SSO via SAML 2.0

   SSO - SAML 2.png

SSO via client certificate exchanges

   SSO - Client Certificate.png

Office tools

The data managed in Product name - ev itsm.png must be accessible outside the application, for example, in order to send a list of incidents to a user without access to Product name - ev itsm.png or in order to perform data backups or reprocessing.

All lists available in Product name - ev itsm.png (processing interfaces, reports, etc.) can be used to meet specific needs and are available in standard office document formats.

Format Use
CSV / TXT Table structured for use in spreadsheets
RTF Enriched text with formatted elements for use in a word processor
PDF Document formatted and read using Acrobat Reader
XML Structured data based on the XML protocol for integration in a third party application
HTML Document formatted and read using any web browser
CSV base64 Table structured with base64 conversion using specific characters, e.g. accents, for use with applications that do not offer native support for accents

Because the data may generate extremely large files, these are automatically compressed in .gzip as soon as the file exceeds 500 lines. File compression is highly effective for tables (TXT and CSV) as it is able to divide file size by 10 in most cases.

Examples of products

  • Microsoft Office Suite
  • Sun StarOffice

Business Intelligence (BI)

Product name - ev itsm.png includes a powerful reporting engine for accessing Product name - ev itsm.png data in its own context and generating comprehensive integrated reports. This data can be cross-analyzed with data from another system in the organization, e.g. corporate directory or ERP, and can be integrated in a global BI strategy once the organization has selected a global Business Intelligence tool.

  • Product name - ev itsm.png data is stored in the Product name - ev itsm.png database in open non-encrypted formats, except for sensitive data such as user access management, profile definition, passwords or license keys. It is available to any third party reporting tool that can access SQL Server databases.
  • In secure environments, when direct access to the database is not possible, the database can be backed up and made available via FTPS or SFTP so that it can be recopied to the BI tool environment.

Examples of products

  • SAP BusinessObjects
  • IBM Cognos
  • QlikView

Google Analytics

Product name - ev itsm.png proposes native integration with Google Analytics icon.png to obtain website statistics.

This functionality is enabled by copying the Google Analytics UID to other parameters.

   Google Analytics Example.png

Sending SMS

A specific hardware-based gateway is required for sending SMS.

Product name - ev itsm.png is compatible with gateways for sending notifications both by SMS and by email. Communication with the gateway can be as follows:

  • Via email. The subject of the message = mobile phone number of the email recipient, email body = contents of the SMS sent to the recipient.
  • By calling a web service.

Examples of products

  • CleverSMS

IT Service Management Solutions

In any ITIL environment, the Service Desk is in charge of the end-to-end processing of incidents. However, part of the operational processing is frequently managed outside of Product name - ev itsm.png.

Example documentation icon EN.png  Certain activities are outsourced, e.g. onsite interventions are subcontracted because the sites are geographically dispersed (agencies), a secondary subcontracted help desk can manage calls that occur outside the Service Desk's normal business hours.

Product name - ev itsm.png Service Management integration takes different elements into account:

  • Incidents can be as follows:
    • Created in Product name - ev itsm.png and then transferred to a third party application that will process and update them in Product name - ev itsm.png.
    • Created in the Service Desk third party application and then managed in Product name - ev itsm.png.
    • Created and managed using two different Product name - ev itsm.png applications.
  • Communication can be as follows:
    • From Product name - ev itsm.png to the third party application. In this case, the Product name - ev itsm.png workflow engine is the web services consumer and calls the web services provided by the Service Desk third party application.
    • From the third party application to Product name - ev itsm.png. In this case, the Product name - ev itsm.png application server provides the web services for creating and updating incidents.
  • Exchanges between the two applications can be as follows:
    • Real-time individual data exchanges for updates related to the processing of incidents ==> web services used.
    • Exchanges for integration with the aim of tracing data or for invoicing based on actual consumption ==> nightly batch processing.

   IT Service Management Solutions.png

Examples of products

  • HP Service Desk
  • BMC Remedy Service Management
  • CA Service Desk Manager
  • IBM Tivoli
  • ServiceNow

IT Asset Management Solutions

When the Product name - ev itsm.png scope is restricted to Service Management, an Asset Management solution usually already exists within the organization. To enable Service Desk technicians to access asset management data, a gateway must be installed in order to load asset management data automatically in Product name - ev itsm.png.

Product name - ev itsm.png Asset Management integration can be performed in two ways:

  • Product name - ev itsm.png asset management functionalities will be deployed to replace the existing asset management tool ==> integration will be performed using data transfers, by identifying the technical and location data indispensable to the Service Desk in its daily tasks.
  • Product name - ev itsm.png asset management functionalities will not be deployed ==> integration will be performed on a regular basis through automatic batch processing.

   IT Asset Management Solutions.png


  • The issue of data normalization is important. For example, asset management data often contains elements that can associate employees with the equipment they use. However, implementation requires integration using an LDAP directory. It is therefore necessary to find a common element to link data, e.g. email address, employee number, login.
  • In the case of batch processing, we strongly recommend that you adopt an incremental approach to reduce the time required for integration. The asset management tool must therefore know the last update performed for all data managed. All modifications will then be automatically integrated. This avoids the analysis and exchange of large data volumes.

Examples of products

  • Pytheas
  • PS'Soft Asset Management/Qualiparc
  • VMWare Infra
  • HP Asset Center

Automatic discovery solutions

Product name - ev itsm.png includes an Product name - ev itsm.png Discovery module for collecting technical data automatically from IT assets and making it available to Service Desk technicians. Other tools may already exist in the organization which may not wish to deploy a second inventory agent.

Product name - ev itsm.png Service Management integration with a third party inventory tool enables Service Desk technicians to access up-to-date technical data on IT assets in real-time when processing information. This can be performed in two ways:

  • Through automatic batch processing by copying technical data from the inventory tool to the Product name - ev itsm.png Asset Management database.

    This solution has its limits namely when the volume of transition data is important. The inventory may update hundreds of technical characteristics for each workstation and as many installed applications (numerous inventory tools manage TrueType font or Windows service packs like software). To avoid time-consuming data exchanges, we recommend that you filter data frequently and that you perform incremental integration to update only the data that was modified since the previous inventory.

  • In the Product name - ev itsm.png interface by calling a URL for displaying the technical characteristics of an IT asset and the information managed in the inventory tool in a web page.

    This is a more flexible solution and simpler to set up. Standard Product name - ev itsm.png scripts contain functions for generating URLs automatically as long as the inventory tool has an adequate web interface.

   Inventory Solutions - Automated.png


  • If the inventory tool does not support the use of URLs, we strongly recommend that you deploy the Product name - ev itsm.png Discovery module in addition to the existing inventory tool.

    Product name - ev itsm.png Discovery is non-intrusive, does not require any specific infrastructure and does not install any agent on the inventoried equipment. As such, it is often simpler and cheaper to deploy this module instead of a database-to-database gateway.

  • The issue of the unique ID is important. Most inventory tools use local workstation signature files or volatile information, e.g. a MAC address that may change depending on the network connection mode (wired or wireless), computer names, registry key or file that is reinitialized if the machine is reinstalled. This presents a snapshot of the workstation at a specific point in time and does not contain a history of changes which the Service Desk requires.

Examples of products

Inventory solutions for PDAs and smartphones

Product name - ev itsm.png Asset Management integration with a third party inventory tool for PDAs or smartphones enables asset management managers to access up-to-date technical data on mobile IT assets in real-time when processing information. It is performed by copying technical data from the inventory tool to the Product name - ev itsm.png Asset Management database.

This solution has its limits namely when the volume of transition data is important. The inventory may update hundreds of technical characteristics for each PDA or smartphone and as many installed applications (numerous inventory tools manage TrueType font or Windows service packs like software). To avoid time-consuming data exchanges, we recommend that you perform incremental integration to update only the data that was modified since the previous inventory.

   Example documentation icon EN.png  Product name - ev itsm.png Asset Management integration with Sybase Afaria
                 Inventory Solutions - PDA.png

List of supported interface formats with barcode readers:

  • UPCA
  • UPCE0
  • MSI
  • EAN8
  • EAN13
  • CODE39
  • I2OF5
  • CODE128

Examples of products

  • (SAP company) Sybase Afaria
  • Wavelink
  • SofToGo

Remote control

Service Desk experts may be required to control user workstations remotely so that they can intervene without traveling onsite.

Product name - ev itsm.png integration enables you to access remote control functions transparently in the incident management interface without being required to know the necessary paths or parameters.

Examples of products

  • Bomgar
  • Nexthink
  • LogMeIn
  • Symantec
  • NTRglobal
  • LANDesk
  • Microsoft
  • VNC

Remote software distribution

Remote software distribution enables the automatic deployment of software on workstations.

Mass remote software distribution

It is used to deploy a given software on a large number of workstations.
Example documentation icon EN.png  Deployment of a new software or patch

  • Most remote software distribution tools group workstations according to specific criteria, e.g. collections or sets. These groups can be fixed (e.g. a defined list of workstations) or dynamic (e.g. a list of criteria and rules for defining the relevant workstations).
  • Product name - ev itsm.png can help define these groups by proposing criteria unavailable on the workstation, such as technical data on the user's job or entity.

On-demand remote software distribution

It is used to deploy software on a workstation whose user submitted a specific request.

  • Most remote software distribution tools are technical tools whose role is to install applications on remote workstations. They do not include the approval and authorization dimensions required in cases where a Service Catalog enables users to request their own choice of software.
  • Product name - ev itsm.png provides users with an interface for submitting software installation requests as well as the  corresponding approval workflow mechanisms. It communicates with the third party tool and generates a single remote software installation when the request is approved. This is performed by calling a web service.

   Remote Installation - Workflow.png


  • The integration of the Product name - ev itsm.png request management workflow with the remote software distribution tool is especially advantageous for frequently requested software. For occasionally requested software, the mechanism may be disproportionately heavy as compared with its advantages and human intervention may be preferable.

Examples of products

  • Avocent LANDesk
  • Microsoft SCCM/SMS
  • Numara Precision Desktop Management
  • Novell ZENworks


Product name - ev itsm.png integration with Supervision/Monitoring tools enables the automatic creation of production incidents, events and downtime related to the configuration items affected.

Product name - ev itsm.png authorizes this type of objects to be generated using email technologies, web services and ODBC.


Examples of products

  • Nagios
  • Microsoft System Center Operations Manager (SCOM)
  • BMC Patrol
  • HPOV

Project Management and Planner

Product name - ev itsm.png integration with project management tools enables stronger interaction between IT Service Management processes that are managed by operations, production, or user support teams on a cross-organizational basis and project management (especially used by feasibility study and production teams).

Creating an Product name - ev itsm.pngev|Service Managerproject using Microsoft Project

In Product name - ev itsm.png, a functionality integrated within the project creation wizard can initialize a project from a file created by MS Project and exported in XML format. Once downloaded, the data preview window will appear.

   Project - New via EasyVista.png

Important note: When importing a project, you can automatically create resources that do not exist in the Product name - ev itsm.png user table. The link will be based on the user name. The Product name - ev itsm.png administrator must assign these new employees a profile, domain and password so that they can log in, view their tasks and complete their timesheets.

Orchestra projects associated with ITSM processes and components

Product name - ev itsm.pngintegration with Orchestra enables you to associate ITSM processes and components (incidents, problems, changes, production, configuration items in the CMDB) with projects managed in Orchestra. The Orchestra project repository is accessible from Logo - EasyVista.png provides turnkey interfaces for opening incidents, accessing the Service Catalog and running searches in the Knowledge Base. This helps reduce the number of calls made to the Service Desk while improving the transparency of IT activity.

  • Single-Sign-On (SSO) authentication is often deployed for integration with the corporate portal.
  • All of the data related to logged in users can be accessed via a link in the corporate portal.

Examples of products

  • Microsoft SharePoint Portal
Last modified by Philippe Franck on 2017/03/29 21:55
Created by Administrator XWiki on 2014/12/22 14:34


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