*** This feature has been deprecated with version 7.0.0022 ***

Adxstudio Portals provides integration with Parature to browse, search, and view knowledge base articles, as well as create, view, and update support tickets.

Install

Before you begin you will need

  • An existing Parature instance. If you are using Ticketing, it will be required that you follow Parature's instructions for setting up their integration with Microsoft Dynamics CRM to sync contact with customer records and account records between the two systems.
  • A Parature API CSR record with an API Token
  • Retrieve Parature Ticket Schema to get Ticket Field IDs. See Getting Ticket Field IDs below.
  • Adxstudio Portals website data already configured in your CRM, see Installation Instructions. The Parature features can be installed in any website, although, if you wish to leverage CRM cases for managing support requests then we recommend starting with the Community Portal or the Customer Portal as they include configuration for operating a Help Desk to manage CRM cases.

Once you have these setup you can continue to use the Adxstudio Installer to install the Parature features.

 

Creating a Parature API CSR

If you do not already have a CSR record in your Parature system that has API Access, you will need to create one to allow Adxstudio Portals to utilize the Parature API.

  • Sign in to Parature with a login that has the System Administrator role.
  • Navigate to Setup
  • Click CSR Management
  • Click New API CSR

This will create a new CSR with API Access.

  • Fill out the required fields
  • Click Add
  • Generate an API Token, see below

 

Generating an API Token

In order for Adxstudio Portals to utilize the Parature API, an API Token is required.

  • Open the newly created API CSR record
  • Below the API Authentication Token section, click Generate Token. This token must never expire or the integration will stop working when it has expired.
  • You will need this Token when you use the Adxstudio Installer to install the Parature features.

 

Using the Adxstudio Installer to install the Parature features.

The Parature Gallery lists the packages that can be installed from the Installer.

 

You may choose to install the Parature Knowledge Base separately from the Ticketing if desired. This is typically done if you wish to leverage cases from within CRM.

 

 

Optionally if you prefer to utilize tickets from within Parature instead of CRM cases for managing support requests, then you can install the Parature Ticketing package that will also install the Parature Knowledge Base and all other necessary dependencies.

 

You will be prompted to select an existing website to install the Parature feature data into.

 

When prompted for package settings, fill out the required fields and click Continue.

 

Wait for the installation to complete.

Provided the settings specified are correct, you should now be able to navigate to your portal in a web browser and see the new Parature features. The Parature Knowledge Base will add a link to the primary navigation titled "Knowledge Base" and the Parature Ticketing will add a link to the primary navigation titled "Support" to access these new features in your portal.

Site Settings

During the installation, you were prompted for several settings. These values get stored in Site Setting records in CRM. The following is a list of the settings in the event that you need to modify the values after the install.

Name Description
Parature/AccountId The integer value of the Account ID of your Parature instance.
Parature/DepartmentId The integer value of the Department ID of your Parature instance.
Parature/APIServerFarmURL The URL to the server farm of your Parature instance. e.g. https://demo.parature.com
Parature/APIToken

API Authentication Token generated for the CSR user that has API access that is used to connect to the Parature API.

Parature/Enabled Indicates whether Parature features are enabled or not.
Parature/APICSRID

Enter the CSR ID of the CSR used to connect to the Parature API.

Parature/Crm/Contact/ParatureIdFieldName Specify The logical name of the attribute on the contact entity that stores the Parature Customer ID for the associated Parature Customer record. The default value is adx_parature_id. The name of this attribute will depend on how you setup your integration between Parature and Microsoft Dynamics CRM.
Parature/DefaultCustomerStatusId The long integer value of the Customer Status to be assigned to Parature Customer record that is created for the current portal user's contact when one does not already exist. The default value is 1. 
Parature/Ticket/CustomerActionNames Enter a comma delimited list of the names of Ticket Actions that a customer user can do on a ticket. Action must have CSR Role 'TT Admin' as the Parature API currently only supports actions for this role. Default (Post Comment,Close Ticket,Reopen Ticket,Accept Solution,Decline Solution).
Parature/Ticket/DetailsFieldId The long integer value of the unique id of the Parature Ticket's custom field 'Details'. See Getting Ticket Field IDs
Parature/Ticket/OriginFieldId The long integer value of the unique id of the Parature Ticket's custom field 'Ticket Origin'. See Getting Ticket Field IDs
Parature/Ticket/PriorityFieldId The long integer value of the unique id of the Parature Ticket's custom field 'Priority'. See Getting Ticket Field IDs
Parature/Ticket/SummaryFieldId The long integer value of the unique id of the Parature Ticket's custom field 'Summary'. See Getting Ticket Field IDs
Parature/Ticket/Origin/Web The long integer value of the Parature Ticket's custom field 'Ticket Origin' option value for 'Web Site'. This is used when creating tickets form the portal to denote the origin of the ticket came from the website. See Getting Ticket Field IDs
   

Getting Ticket Field IDs

The system needs to determine the IDs of the fields on a ticket object in order to interact with the Parature API. Once you have determined the ids you will need to enter them into the form when prompted during installation using the Adxstudio Installer or by manually entering the appropriate Site Settings identified above.

The Parature API provides access to the ticket schema that you can make a request to to get the ticket field IDs. You will need your parature server URL (hostname), accountid, departmentid, and API Token, these values can be entered into the following URL in your web browser as follows

https://{hostname}/api/v1/{account id}/{department id}/Ticket/schema?_token_={api token}

e.g. https://demo.parature.com/api/v1/0000/1111/Ticket/schema?_token_=KJvtrlkrq@88xTkdXEBVXOMcJ6wnd16qvPbdSn43LGt71Up185XKgH4LPlNGIGcQQE7cUJ67FYhwSyRIqJE8ox==

The IDs will be listed in the XML that is returned. These values can be entered into the corresponding Site Settings listed above.

The above example would result in the following Site Settings, these values will vary depending on your specific environment

  • Parature/Ticket/DetailsFieldId = 98277
  • Parature/Ticket/SummaryFieldId = 98276
  • Parature/Ticket/PriorityFieldId = 98275
  • Parature/Ticket/OriginFieldId = 98274
  • Parature/Ticket/Origin/Web = 176617