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ExtranetSettings

Contains a JSON object with the required settings.

Every parameter in the system table SYS_SETTINGS is a JSON configuration object!

This way, new settings can be easily used from inside server-side scripts: scripts just use the function SETTINGS.NewSetting to access the data store in the database settings.

Example: a script contains the instruction var CaseManager = SETTINGS.CaseManagerDefaultUser. CaseManagerDefaultUser corresponds to the eponymous parameter in the database settings.

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the JSON syntaxreference: CaseReferenceId, CaseReferenceStruct, CaseReferenceLengthdefault language of the e-mail templatese-mail templates: TemplateOpenId, TemplateReplyId, TemplateInformId, TemplateCloseIdlook-up values: any changes needed?, retrieving and filling out the correct values, keys from look-up table LK_CASE_STATUS, keys from look-up table LK_CASE_WAITING, keys from look-up table LK_CASE_TYPEnew case settings: NewCaseReferenceID, NewCaseWaitingFor, NewCasePriority

Don’t remove any characters from the configuration object as you edit it: in accordance with the JSON syntax, the braces {}, commas and every other special character must remain!

The fact that values are case-sensitive – en does not equal EN – and the basic JSON syntax – NAME: "VALUE", – are briefly mentioned.

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The next values govern the reference as used to identify the incidents uniquely with a serial number.

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Set the value of CaseReferenceId to the ID number of the reference you created for helpdesk-related incidents. That ID is actually a key from the table SYS_REFERENCES.

The value of the setting CaseReferenceStruct is the short name of the reference and any other static text and/or separator character you included in the reference. This text is case-sensitive!

CaseReferenceLength indicates the length of the reference, including the short name and all separator characters.

Example

- the reference short name is INC
- the reference syntax is <CODE>-<YEAR>-<COUNT6>
- the sample reference value is INC-2020-123456

what do I need to do?
- change CaseReferenceStruct to INC-
- change CaseReferenceLength to 15 (3-character short code + separator character + 4-digit year + separator character + 6-digit counter)

Indicate the default language of the e-mail templates.

Twelve e-mail templates are available in Efficy; they cover the English, French and Dutch language. You can manually create sets of templates for the other languages.

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How does the Helpdesk module operate? It automatically picks the template that corresponds to the contacts language. When no template set is available for the contacts language, the e-mail gets sent in the default language configured here.

Define which language, which set of templates to use, when the contact’s language doesn’t match one of the existing templates or is unknown.

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Specify the e-mail templates.

The helpdesk workflow makes use of four e-mail templates (per language) to keep your customer or the external contact who submitted the incident (case) informed. It sends them standard e-mail messages under specific conditions.

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TemplateOpenId specifies the templates used to notify a contact that a new incident (case) has been created.

TemplateReplyId specifies the templates used to notify a contact that someone replied to the incident.

An incident manager sends the customer/external contact a reply or requests extra information on the incident from him/her.

TemplateInformId specifies the templates used to notify a customer/external contact that someone delivered some complementary information about the incident.

An incident manager keeps the customer/external contact informed about the progress of his/her ticket. Whats being done to solve this issue?

TemplateCloseId specifies the templates used to notify a contact that an incident has been tentatively closed.

Tentatively? The customer/external contact himself closes the incident – or theyre closed automatically (by the incident monitoring utility Spycase) after a (configurable) number of days...)

Twenty-four e-mail templates are available in Efficy. They cover the Dutch, English, French, Japanese, Polish and Turkish language. You can manually create sets of templates for other languages – refer to the topic Efficy (2012) User’s Guide > Templates > Creating a template for details.

The Dutch, English and French templates are preconfigured; the other languages are not. To make use of templates in other languages, you add them in the JSON configuration object. The ID numbers of the 24 standard e-mail templates are fixed.

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TemplateOpenId  : {EN:99999001, FR:99999002, NL:99999003, DE:123, ES:124},

123 is the ID number of the German template you created and 124 the ID number of the Spanish template. (For obvious reasons, these IDs are always installation-specific!)

To retrieve the key of a template, open the template in the editing mode. The key is mentioned on the address bar of your browser; look for the character string key=xxxxxxxx.

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You can also use the utility Database Editor to open the table TEMPLATES.

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The next section of the configuration object contains the look-up values used by the Helpdesk module.

Any changes needed?

Leave the default values for these three tables when the system administrator hasn’t made any changes to the look-up tables LK_CASE_STATUS, LK_CASE_WAITING and LK_CASE_TYPE. Just jump to the next issue in the configuration object.

However, the Helpdesk module also needs to work seamlessly when the Efficy administrator has edited some of these look-up tables. That’s why the ID numbers of the used look-up entries can be configured here in the configuration object as part of the Extranet settings!

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Retrieving and filling out the correct values

Retrieve the ID numbers in the look-up tablesLK_CASE_STATUS, LK_CASE_WAITING and LK_CASE_TYPE – and fill out the correct values in the configuration object.

Keys from look-up table LK_CASE_STATUS

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Keys from look-up table LK_CASE_WAITING

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Keys from look-up table LK_CASE_TYPE

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Define the new case settings used by the Helpdesk module. They apply when a new incident (case) is submitted through the Extranet: which priority are new incidents given by default and to which incident manager are they assigned by default?

When no incident manager is selected/specified manually and a new incident gets created by a script (think of cases submitted through the Extranet), this user is assigned as incident manager by default. (External contacts – your customers – just submit their problem to your customer service, they can’t possibly know who in the support team handles which issues...) (This default incident manager delegates the cases to other helpdesk employees as they come in: he edits the incidents and assigns case managers manually.)

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The same goes for the priority. The real priority is established by a helpdesk employee – often the default incident manager – who studies the data for the first time; a temporary, default priority applies to the incidents at first. (The external contact that submits the case does not indicate a priority for his/her issue!)

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Retrieve the correct values – keys – from the system table SYS_REFERENCES and the look-up tables LK_CASE_WAITING and LK_CASE_PRIORITY. Adapt the default values in the configuration object when you need to do so. (Make use of the Database Editor to consult the system table.)

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NewCaseReferenceId

Enter the ID of the reference you created for incidents.

Tip: the ID number – key – of the new reference appears in the status bar when you hover the mouse cursor over the name of the reference in the reference list.

how to discover the key of an item

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Tip: you can also use the Efficy utility Database Editor to consult the system table SYS_REFERENCES!

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NewCaseWaitingFor

Enter the key of the Case Manager in the look-up table LK_CASE_WAITING.

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NewCasePriority

Enter the key of the priority Minor Function Down in the look-up table LK_CASE_PRIORITY.

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related parameters: ExtranetTemplatesCSS, ExtranetTemplatesSignature, ExtranetURL, ServicyAdminMail

more info on the Efficy Extranet: configuring the Efficy Extranet

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