Contact/Operator Integrations into HP Service Manager 7 Part 2
June 25, 2009
This is Part Two. Read Contact/Operator Integrations Part One first.
The map identifies each individual field that will be moved from it position in the map to the identified field in the target file. Event Services is very flexible allowing data to be controlled before the data is mapped into the target file, after the data is mapped into the target file and even allows for the data to be mapped into multiple files as part of a single event. In the case of updating contacts and operators, the event can first map the information to the contact file, and subsequently add or update the operator there. Using Event Services in conjunction with a format control record, imported data may be manipulated to produce the result needed to complete the import of this data.
Service Manager Event Map for Operator
The import of operators becomes more complicated due to the need to associate these records with profiles and groups allowing access to Service Manager functionality. These groups and profiles can be imported with the data from the source if they are known, defaulted or determined based on other criteria coming into the system.
Once all these elements are created and configured, Connect-It will process the data on the defined schedule and add or update records into Service Manager. The scheduling of this data will depend on the amount of data that will be new or updated in the source or sources and the need for this data to be added or updating the Service manger database.
~Kim Euker, StrataCom
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