Configuring Microsoft®
Integration Configuring Microsoft®
Integration
iSupport
Microsoft Integration
Use the Options and Tools | Integration | Microsoft Integration screen to configure Microsoft 365 and Microsoft Outlook integration.
Support representatives will need to use the fields on the Details tab in the Preferences screen (accessed via the Profile menu on the iSupport Desktop) to enable access to their calendar(s) and set the work day hours during which they are available to be scheduled via iSupport. The dates/times outside of work day hours are designated as "Unavailable" in the calendars displayed via iSupport.
Note: iSupport utilizes or integrates with a number of third party applications and resources; changes in these external applications and resources may have a negative impact on functionality in iSupport. Depending on the nature and degree of the change, iSupport will, at its discretion, revise the current version of iSupport or make a corrective change in a future release of iSupport.
Use the Microsoft
365 tab in the Microsoft Integration screen to enable
the Microsoft Teams Planner component on the iSupport Desktop for viewing
and accessing scheduled and unscheduled Microsoft Teams tasks, and enabling
Microsoft Teams Meeting 
and Planner
Task 
icons to appear in work
item screens for creating meetings and tasks with prefilled references
to the iSupport work item number. You can include fields listing meetings
on work item layouts, and utilize the MS Teams Channel recipient with
the Notify - Email action in work item rules.
Follow the steps on the screen and complete the fields. Note that this requires administrator level access in Microsoft, and the app for Microsoft 365 Teams should be different from the app for Microsoft Outlook. The master user account should be an administrative level account that will not be used by support representatives. Enable the Microsoft GCC High Environment setting if your Microsoft account was created under the .US domain in a Government Community Cloud High environment.
If you wish to allow support representatives to enable access to Teams and a group calendar in the Preferences screen without Microsoft administrator level access, ensure that you select the Consent On Behalf of Your Organization checkbox while requesting permissions in this screen. The Master User account is used for Team channel posts via rules and Outlook calendar groups available for display on dashboards.
Use the Email Template tab in the Microsoft 365 Integration screen to enter defaults for the subject and body of the email to be sent with a link to the meeting.
Use the Microsoft Outlook tab in the Options and Tools | Integrations | Microsoft Integration screen to enable:
A New Meeting 
icon to appear
in iSupport entry screens for scheduling a Microsoft Office Outlook Calendar
meeting.
A support representative to view their calendar via the Desktop Calendar component and work item-specific calendars via the Action menu. Administrators can view support representative calendars via the Support Representative Profile screen. Support representatives can view the schedules of meeting attendees, create a meeting to be added to their calendar, and configure a notification to be sent to the meeting attendees; see Accessing Microsoft Outlook and/or Google Calendar for more information.
Microsoft Calendar Integration |
Select On to enable a New Meeting icon to appear in iSupport entry screens for scheduling a Microsoft Office Outlook calendar meeting. Support representatives can view the schedules of meeting attendees, schedule a Microsoft Office Outlook calendar meeting, and configure a notification to send to meeting attendees. |
| Microsoft Exchange Server | Enter the web address of the installation location of the Microsoft Exchange Server. If using SSL, the format must be: https://<server> |
| Use SSL | SSL is an encryption method that overlays the connection between the iSupport server and the Microsoft Active Directory server. Select Yes if SSL encryption is enabled on the Microsoft Active Directory server. |
| Microsoft Exchange Domain (Optional) | Enter the domain for accessing the Microsoft Exchange server. An entry in this field may be needed for a successful test connection. |
Click the Validate Connection button to enter a user’s Microsoft Outlook login and email address for testing the Microsoft Outlook server connection. The login will be used only for validating the connection.
| Microsoft Active Directory Server | Enter the installation location of the Microsoft Active Directory Server. |
| Use SSL | SSL is an encryption method that overlays the connection between the iSupport server and the Microsoft Active Directory server. Select Yes if SSL encryption is enabled on the Microsoft Active Directory server. |
| Microsoft Active Directory Search Root | Enter the complete search root URL for querying user information in Active Directory® entries. The search root can point to anywhere in the Active Directory® hierarchy, but the entry must be preceded by: ldap:// |
Microsoft Active Directory User Name Microsoft Active Directory Password |
If anonymous Active Directory connections are not allowed in your environment, use these optional fields to enter a login for authentication when queries are performed. The username should be in the following format: DOMAINNAME\username If anonymous connections are allowed, leave these fields blank. |
Click the Validate Connection button to ensure that the connection to the Microsoft Active Directory server is valid.
Note: Support representatives will need to use the Microsoft Exchange User Name and Microsoft Exchange Password fields on the Details tab in the Preferences dialog and set the work day hours during which they are available to be scheduled via iSupport. The timeframe (work hours) during which support representatives are available to be scheduled via iSupport can be set via the Desktop or Support Representative Profile screen.
