SupportLogic Data Integration Guide

To connect your Freshdesk instance to SupportLogic SX, you need:

• A Freshdesk account with active subscription.
• An account with owner/admin privileges.

Find Subdomain

Find your subdomain in your Freshdesk URL. For example, if your URL is https://yoursubdomain.freshdesk.com, then your subdomain is yoursubdomain.

Find API Key

1. Go to your Freshdesk dashboard (for example, https://yoursubdomain.freshdesk.com/helpdesk).
2. Click on your profile image in the top right corner, then select Profile settings.
3. In the Profile settings page, find your API Key on the right side of the page and make a note of it. You will need it for configuration.

Finish Configuration

Work with a SupportLogic Solutions Architect to finish configuration:

1. Enter your chosen destination schema name in the connector setup form.
2. Enter your subdomain that you found in Step 1
3. Enter your API key that you found in Step 2.
4. Click Next to complete the data sync.

Freshdesk Schema

To connect your Jira instance to SupportLogic SX, you need your Jira host name, your port, and a connecting user with the following permissions:

• Administer Projects or Browse Projects to view projects, their issues, and related entities like versions,
  components, and boards. Learn more in Jira’s managing project permissions documentation. If you use issue security schemes, the user must have a sufficient security level.
• Administer Projects to view project roles and their actors.
• Browse users and groups global permission to view users and groups. Learn more in Jira’s managing global permissions documentation.
• Administrators or Service Desk Team project role to have an access to Jira Service Management (formerly Jira Service Desk). 
• Administer Jira global permission to view permission and issue security schemes and related entities, as well as to register webhooks for capturing deleted entities like issues and projects.

Jira Cloud Setup Instructions

1. In the connector setup form, enter the Destination schema name of your choice.
2. Enter the name of your Jira Host.
3. Enter your Port number.
4. Choose the Authentication Type. If you choose Basic, create an API token. In the User field, enter the email address for the Atlassian account you’ve used to create the token. Use the created API token as a Password. If you choose OAuth, configure the Application Link. Click Authorize to allow access to your data. NOTE: Refer to Atlassian’s OAuth Troubleshooting Guide if you see the “oauth_problem=XXXXX” error when you click Authorize.
5. Choose the issue sync mode: From all projects or From selected projects.
6. If you choose From selected projects, select the projects whose associated issues you’d like to sync.
7. Click Save & Test to complete the data sync.

To connect your Microsoft Dynamics instance to SupportLogic SX, you need:

• A Microsoft Dynamics 365 account
• An Azure Active Directory tenant

Find Domain Name

1. Log on to your Azure account.
2. Click your account on the top right-hand corner, and then select Switch directory.
3. On the Directory + subscription pane, choose the Active Directory tenant that has a subscription to Dynamics365.
4. In the Manage Azure Active Directory section of the Azure portal dashboard, click the View button.
5. On the left-hand navigation menu, select Overview.
6. In the Overview section, make a note of the domain name that appears below your organization name. You will need it for configuration.

Find Resource URL

1. Log on to your Dynamics 365 instance.
2. Click Settings, and then select Customizations.
3. Select Developer Resources.
4. In the Developer Resources window, copy the Service Root URL. You will need it for configuration.

Finish Configuration

Work with a SupportLogic Solutions Architect to finish configuration:

1. Enter your chosen destination schema name in the connector setup form.
2. Enter the domain name that you found in Step 1.
3. Enter the resource URL that you found in Step 2.
4. Click Save & Test to complete the data sync.

Microsoft Dynamics Schema

To connect your Salesforce instance to SupportLogic SX, you need:

• Access to an active Salesforce account
• A Salesforce Enterprise level account plan or higher, or purchased Salesforce API calls
• Enable field history tracking (optional). Read the Salesforce documentation to learn how to enable field history tracking.

Disable session IP locking

If you have Session IP Locking enabled or get an INVALID_SESSION_ID error, go to the Session Settings page and uncheck the Lock sessions to the IP address from which they originated box. It is very rare that this setting needs to be updated (<1% of cases), because by default it is already disabled for the majority of users.

Create new user and profile in Salesforce

To set up a Salesforce connector, you can use any Salesforce user within your organization that has permission to read data from Salesforce’s APIs. However, we recommend creating a dedicated user and limit data access for this user only to data you want to sync. You can limit data access for a user by creating a profile in Salesforce and assigning it to the user.

To create a new user and profile in Salesforce, do the following:

1. Log on to Salesforce. You must have administrative privileges to create a user.
2. Go to Setup in the top right corner of your screen.
3. Under the Administration tab on the left side of the screen, click on the Profiles tab.
4. Click New Profile.
5. Select Read Only from the Existing Profile drop-down menu.
6. Enter a memorable name in the Profile Name field. For example, SupportLogic User Read Only.
7. Click Save. The Profile page will open.
8. Click Edit in the Profile Detail section.
9. Scroll down to the Standard Object Permissions section and set the Read permission for the objects that you want sync.
10. Scroll down to the Custom Object Permissions section and grant the Read permission for the objects that you want sync.
11. Click Save.
12. Under the Administration tab on the left side of the screen, click the Users tab.
13. Click New User.
14. Fill in all the required details.
15. In Profile, select the user profile you created (SupportLogic User Read Only).
16. You can follow the steps mentioned in Option 2. Limit the connecting user in Salesforce documentation section to grant permission on field levels using permission sets.

(Optional) Limit permissions to tables or columns

Data is synced based on the viewing permissions of the connected user. If you don’t want to sync a certain type of data to into your destination, limit the permissions of the connecting user. There are two ways to limit the data that we extract from your Salesforce account. You can either disable tables in the connector dashboard or limit the connecting user in Salesforce.

Option 1: Disable tables in the connector dashboard

1. In the connector dashboard, navigate to the Salesforce connector details page.
2. Go to the schema tab and disable the tables and columns which you do not want to be synced.

If you are concerned about unintentionally syncing sensitive data to your destination, click the gear icon to open the Schema Change Settings menu, then select Allow columns.

Option 2: Limit the connecting user in Salesforce

SupportLogic connects to your Salesforce instance through the credentials of the connecting user, so to limit our access to the data, limit that user’s access.

You can do this in Salesforce through Permission Sets.

It’s best to limit the connecting user’s access before you initially connect the user through our setup form. Otherwise, you may have some dead objects in Salesforce that will no longer be updated after you’ve restricted the user’s permissions.

1. Log on to Salesforce. You must have administrative privileges to set permissions.
2. Go to Setup in the top right corner of your screen.
3. Under the Administer tab on the left side of the screen, click on the arrow next to Manage Users.
4. You should now see a drop-down menu below the arrow. Select Permission Sets in the drop-down menu.
5. We recommend that you create a new set of permissions specifically for the user that you will use to connect to SupportLogic. Name it something memorable, such as “SupportLogic Permissions”.
6. Users can have multiple sets of permissions assigned to them. If you’d like to be certain of what data we have access to, assign only one set of permissions to the connecting user.
7. Press New > Enter in Label > Choose Appropriate User License Type
8. You’ll see the settings for the new Permission Set (for example, “SupportLogic Permissions”). Select Object Settings.
9. Select which fields you would like this connecting user, and therefore SupportLogic, to have access to. The default setting is No Access.
10. The only permissions relevant to SupportLogic are that we can read the data, though the user themselves may need to be able to do more. The difference between the Read permission and the View All permission is that Read gives access to view records that are created by that user or are shared via rules, roles, or manual sharing. View All gives access to all records of that type (for example, the Account type). Note: To enable the user to access all the files in the org, provide the user with the Query All Files permission. The connector can not sync the ContentNote, ContentDocument, and ContentVersion objects without the Query All Files permission.
11. When you’ve chosen the appropriate permissions, go to Administer > Manage Users > Users and select the user whose account you will use to log in through the connector.
12. When you’re on that user’s page, scroll down to Permission Set Assignments and click Edit Assignments.
13. Move connector Permissions from Available Permission Sets to Enabled Permission Sets and click Save.

Finish Configuration

1. There are two separate services for Salesforce. Choose the connector for the environment you’d like to use: Production environment or Sandbox environment.
2. In the connector setup form, enter the Destination schema name of your choice.
3. Click Authorize to authorize the API. You will be taken to the Salesforce login page.
4. Log on to your Salesforce account to authorize the connector to connect to it.
5. Return to the dashboard and click Save & Test to complete the data sync.

Salesforce Schema

To connect your ServiceNow instance to SupportLogic SX, you need to enable table auditing and a ServiceNow Service Account with access to the following tables:

• sys_db_object
• sys_dictionary
• sys_audit_delete
• Any tables you want to sync

Note: You don’t have to include the tables listed above to the connector schema. Including these tables only slows up the sync due to the large size of these tables.

Note: You can simply grant admin and snc_read_only roles to your service account if you want to avoid setting up complex ServiceNow access control lists.

Setup Instructions

1. Find your ServiceNow Instance ID
2. Log on to your ServiceNow account.
3. Look in the URL to find your Instance ID
4. Make a note of your Instance ID. You will need it to fill in your connector setup form.

Set Up OAuth

1. In your ServiceNow account, select OAuth > Application Registry in the left menu.
2. Click New.
3. Select Create an OAuth API endpoint for external clients.
4. Enter an application name (we suggest SupportLogic) in the Name field.
5. Make a note of the Client ID. You will need it to fill in your connector setup form.
6. Specify Client Secret and make a note of it. You will need it to fill in your connector setup form in the connector dashboard. Alternatively, you can leave the Client Secret field blank to automatically generate the value when you save the OAuth application data. You can see the generated client secret by clicking the Unlock button.
7. Leave Accessible from as the default value of All application scopes.
8. Make sure that the Active checkbox is selected.
9. Leave the default values for Refresh Token Lifespan and Access Token Lifespan.
10. Click Submit to register the application.

Finish Configuration

Work with a SupportLogic Solutions Architect to finish configuration:

1. In the connector setup form, enter the Instance ID you found in Step 1.
2. Enter the Client ID and Client Secret that you found in Step 2.
3. Enter your Service Account username and password.
4. Click Save & Test to complete the data sync.

ServiceNow Schema

To connect your Zendesk instance to SupportLogic SX, you need:

• Your Zendesk Support domain name. Your Zendesk Support domain is the beginning of your help desk URL. It’s usually your company name, for example “domainname” in “domainname.zendesk.com”.
• A Zendesk account with an Administrator role. If you don’t know if your account is an Administrator, proceed to the In Zendesk section.

In Zendesk

1. To check if your account is an Administrator, log on to Zendesk and go to your profile.
2. Verify that your user type is Administrator.
3. If you don’t have an administrator login for Zendesk, involve someone else in your company who does.

Setup Instructions

Work with a SupportLogic Solutions Architect to finish configuration:

1. In the connector setup form, enter the Destination schema name of your choice.
2. Enter your Zendesk Support Domain name.
3. Click Authorize. You will be redirected to Zendesk’s login page.
4. Log on to your Zendesk account and follow the instructions to authorize connector access.
5. You will be redirected back to the connector dashboard.
6. Click Save & Test to complete the data sync.

Zendesk Schema