Integration Connector

Last modified on 2022/11/02 18:10
Contents

A connector is a gateway used by integration models for importing external data (CSV files, databases) to a Service Manager database.

It is used to define:

  • The fields in the Service Manager main table and the fields in related tables where data can be imported.
  • The fields in the main table used as unique keys.
  • Normalization rules applied to connector fields.
  • Default values in certain fields.

Example

Import employees ==> 

  • Update employee information in the main table, AM_EMPLOYEE
  • Update the department in the related table, AM_DEPARTMENT

Notes

  • EasyVista provides a list of connectors with the standard version. You cannot add new ones. You cannot modify their content.

Caution

  • You must not modify the standard connectors provided by EasyVista. This is because all modifications will be overwritten each time there is a version upgrade for Service Manager.
  • Data integration in a table can have an impact on other tables, especially reference tables and catalogs. Because these contain system values, you must ensure that there is no data pollution in the database, e.g. duplicates or inconsistent data.

    example  The Active status is assigned to equipment that is installed or in stock. You want to integrate an equipment file with the Operational status. This status is identical in meaning to the existing status, Active. It must therefore be replaced in the source file prior to data integration.

  • If the connector has an end date and if this end date is earlier than the current date, the record will automatically be archived in the Service Manager database. It will only appear when you select the filter called Archived.

Best Practice

  • To add or modify a connector, please contact your EasyVista consultant.
  • If the connector integrates a tree structure, e.g. location, department, type or category,you must ensure that each level is separated using the slash / in the data source.

    example  Department tree structure: Sales/Direct/Finance/IT/Help Desk

  • If the Automatic Insertion box is not ticked in the connector for a related table field, you must ensure that the references exist in the Service Manager database so that they can be updated during data integration. Open url.png See Integration model: Define the properties of fields.
      

Connectors related to a catalog (equipment, software, etc.)

  • Catalogs are managed based on a tree structure of types. For connectors dedicated to a specific catalog, you are not required to specify the root of the tree structure in the data source.

    example  Equipment Catalog connector  ==>  Automatically defined for the Equipment type

  • Connectors based on the code are used to update the catalog. The category code is used as the integration key.
    • They cannot be used to create the tree structure of categories.
    • The category in the data source must not be a tree structure. It must only contain the current level.

      example  Incident Catalog (based on the Code) connector  ==>  Code of the current level: KF_EXCEL

  • Connectors based on the full name are used to create and reorganize the tree structure of categories based on category descriptions.
    • The category in the data source identifies the entire tree structure of level descriptions.
    • Levels must be separated using the slash /.

      example  Incident Catalog (based on the Full Name) connector  ==>  Tree of the level labels: Incidents/Applications/Office 365/Excel

  • Connectors based on the code as tree view are used to create and reorganize the tree structure of categories based on category codes.
    • The category in the data source identifies the entire tree structure of level codes.
    • Levels must be separated using the slash /.

      example  Incident Catalog (based on the Code as Tree View) connector  ==>  Tree of the level codes: 59/KF_APPLICATIONS/KF_OFFICE365/KF_EXCEL

Connectors related to locations and departments

  • Connectors based on the code are used to update the location or department. The location or department code is used as the integration key.
    • They cannot be used to create the tree structure of locations or departments.
    • The location or department in the data source must not be a tree structure. It must only contain the current level.

      example  Departments (based on the Code) connector  ==>  Code of the current level: PROD corresponding to the Production department

  • Connectors based on the full name are used to create and reorganize the tree structure of locations or departments based on level descriptions.

    example  Departments (based on the Full Name) connector  ==>  Tree of the level labels:  Sales/Direct/Finance/IT/Help Desk

  • Connectors based on the code as tree view are used to create and reorganize the tree structure of locations or departments based on level codes.

    example  Departments (based on the Code as Tree View) connector  ==>  Tree of the level codes: VEN/_DIRECT_/FIN_/INFO/HELPDESK

Connectors related to tickets (incidents, requests, problems, events)

  • Tickets are integrated in the same table. You must therefore ensure that each record imported has a different and unique number. If this is not the case, existing records will be overwritten.

Menu access

Administration > Integration > Connectors

Screen description

          Connector.png

Wizards

Duplicate

Specific rules

Connector Notes
Absences
  • Specify the names of Support persons identically to those in the Service Manager database. If this is not the case, there will be duplicates.
  • The start and end dates of absences must be different in order to display these absences in the calendar.
    example Create an absence for June 2 ==> start date = June 2; end date = June 3
Actions
  • You must first import incidents and requests.
Capacities (Equipment, Contracts, Licenses)
  • This connector does not create the descriptions of capacities. You must first run the Capacities connector.
  • The integration key requires you to specify two or more unique key fields. If this is not the case, only one capacity will be integrated for each item of equipment.

    example

    • Asset Tag + Capacity
    • Serial Number + Capacity
Attributes (Equipment, Contracts, Licenses)
  • This connector does not create the descriptions of attributes. You must first run the Attributes connector.
Catalogs & Root Causes
  • Root causes can be associated with several catalogs. You should therefore include the name of the process at the root of the category, e.g. incident, service request, change request or problem.
Catalogs: Application Perimeters of Departments/Locations (based on the Full Name)
  • A given application perimeter for departments or locations can be associated with several catalogs. You should therefore include the name of the process at the root of the category, e.g. incident, service request, change request, investment request or problem.
Types Equipment
  • You are not required to specify the Equipment value as the root in the tree structure of types.
  • The code is based on the UNSPSC coding system.
Employees
  • Notifications are system values defined by EasyVista. Only the following values, ICQ, Mail, Messenger, Phone and No Notification are authorized.
  • To integrate the photos of employees, you must first copy the image files to the www\resources\\Pictures folder on the Web server. Note: corresponds to the Service Manager database where the data should be integrated. You must then specify the name of the image file in the Photo field in the data source. Open url.png See How to associate photos with employees via integration.
Known errors & Knowledge (based on Number as Tree View)
  • These connectors are used to create and reorganize the tree structure of known errors.
    • To build the tree structure based on known error descriptions, use the Known Errors & Knowledge connector.
    • To build the tree structure based on known error numbers, use the Known errors & Knowledge (based on Number as Tree View) connector.
Known errors & Knowledge (based on Number)
Suppliers
  • The Supplier name integration key is mandatory and cannot be modified. If there are similar supplier names, you must modify the supplier names in the data source in order to ensure unique values.
History of Equipment Changes
  • If the previous value or new value is blank, add a space followed by a dash in the field.
Standard Build/Standard Build (Detail)
  • The type must not contain the Standard build root.
Stock Limits (Mini/Maxi)
  • You must specify the root in the tree structure of types, Consumable or Equipment.
Collection Points
  • You must enter value 1 in the Do not update field in the data source.
  • The collection point will not be created during data integration. You must create it manually.
Software Detection Rules (Detail)
  • The descriptions of components must correspond to those detected by the discovery tool.
    example HotFix, Registry key, Antivirus, Boot, File Available
SLA
Overriding Questionnaires
  • The override can apply to questionnaires for incidents and requests. You should therefore include the name of the process at the root of the category.
Normalization
  • Specify the physical names of fields and tables containing the values to be normalized.
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