Integrating With Data
Sources Integrating With Data
Sources
Configuring
Company Match Settings
Importing
Customer Data From a Microsoft Excel File
iSupport
Data Source Integration
Use the Data Source Integration feature to utilize Active Directory and LDAP as a source for iSupport's customer, support representative, asset, and configuration item information, and utilize Domino Directory, Microsoft CRM, or other relational databases as a source for iSupport's customer information. Ensure that iSupport is set up to receive all of the information you want from your current data sources. Compare the fields in your source against the applicable fields on the Field Mappings tab in the Data Source Integration screen, and if there are fields in your source that are not in iSupport, you can create custom fields. Set up any support representative groups if you plan to import support representative profile information.
Customer, Asset, or CMDB Remote Database (RDB) Integration
If you are using multiple sources for populating iSupport data, use the Order of Precedence button to specify the specify the order of precedence if there are matching records. (For customers and support representatives: a match on first name, last name, and email address; for assets, a match on name.) All of the possible data sources are listed; the top position has the highest precedence. If you are not using one of these data sources, move it down in the list.