With the External Systems Integration Module, ServiceTonic enlarges integration possibilities allowing perform three types of operations with external systems:
Access to External Databases
The ability to integrate with external databases allows, by defining a simple query, query data from an external source and load the linked fields in the form of a ticket. This feature opens up all sorts of possibilities to streamline management and provide real-time information stored in other systems and integrate it into the managed ServiceTonic.
Currently this functionality supports queries against MySQL, Oracle, MS SQL Server and DB2.
System Processes Execution
Interact with other systems is now easier. With this functionality you can run any system process, from a script in Linux to a Windows executable. The process implementation can be associated with a business rule or manual intervention of one of the agents.
Processes can be invoked with parameters associated with the ticket fields. Also, if the invoked process returns a value, it can be assigned to a field of the ticket.
With this capability, you can perform actions on external systems associated to events that occur in ServiceTonic, extending the possibilities of integration.
ServiceTonic allows to define dynamic web links that can be used to view or interact with external systems.
The binding definition is extremely simple and allows to invoke a URL based on the information contained in the ticket parameters.
The combined use of these three types of operations opens the door to endless interactions with corporate data and applications.