Setting Up Remote Database
(RDB) Integration Setting Up Remote Database
(RDB) Integration
The Remote Database Integration feature enables you to perform a scheduled one-way synchronization between a specified Microsoft SQL Server database and the iSupport Customers, Assets, or CMDB table. You’ll specify the data source connection string, SQL (Structured Query Language) query, and column mapping. Use the Test Connection link to test the query. This feature can be used with any Microsoft SQL Server database that contains customer, asset, or configuration item data.
To configure this feature, go Options and Tools | Integrate | Data Source Integration, click the Create link, and select the applicable RDB option. Complete the fields, schedule the RDB Synchronization agent, and click the Save button. If utilizing multiple data sources, use the Order of Precedence link in the Data Source Integration list screen to select the order of precedence if there are matching records.
Note: For security purposes, it is recommended that you create a read-only user account for accessing the Microsoft SQL Server database with permission to access only the customer data information. For added security, you can push the customer data into a second database created specifically for access by iSupport.
Remote Database Source Definition Example
Remote Database Integration Data Map
Name |
Enter a name for the RDB source definition. This name will appear in the Source field in associated iSupport records. |
Connection String |
Enter the connection string for accessing the Microsoft SQL Server database. |
SQL Query |
Enter the SQL query string for accessing the customer-specific SQL columns in the Microsoft SQL Server database. This field is limited to 255 characters (including white space). Click the Load Columns button to populate the SQL Columns field on the Field Mappings tab. |
Authentication (Asset, CMDB, RDB) Username Password |
Select the type of authentication to be used to access the source SQL Server database: Windows Authentication or SQL Server Authentication. If using SQL Server authentication, enter the user name and password for accessing the server. |
Active |
Select Yes to enable the RDB Synchronization agent that updates the records in Customer Profiles with the information in the remote database. The agent runs immediately and then continues to run as scheduled in the Synchronization Interval field. |
Enable mySupport Access (Customer RDB) |
Select Yes to grant mySupport access for all Customer Profile records created by the integration. |
When you make an entry in the SQL Query field and click the Load Columns button on the Field Mappings tab, the SQL Columns field will be populated with the corresponding columns in the Microsoft SQL Server database. The iSupport Columns field contains the columns in the corresponding iSupport table.
Do the following:
To map a field, select
a field in the SQL Columns field and the corresponding field in the
iSupport Columns field. Then click the 
button.
The associated fields display in the Mappings field. In order to save
the record for a customer RDB, you must create a map for the first
name, last name, and email address.
To remove an entry from
the Mappings field, select the entry and click the 
button.
You can use the SYNC_KEY field under iSupport Columns to map to a value that is an unchanging unique identifier field in the source database.
Use the Synchronization Interval field to select the number of minutes in the interval for the synchronization to be performed or select Daily to run the agent every day at a specified start time. Select Yes in the Active field to enable the RDB Synchronization agent that updates the records in iSupport with the information in the database.
