Overview
For collaboration purposes, a 3rd party ticketing application must be able to create and update a ticket in Assist. This type of application is called a "Partner" application. Partner applications are limited to:
Read the Assist Customer configuration information required to create a ticket
Search for employees
Create the ticket
Add ticket attachments
Add comments to the ticket
Add and update partner ticket information linked to the Assist ticket
A partner ticket always contains a Partner task representing the link between the Assist ticket and the ticket in the partner system.
In this task, the partner can provide and maintain a set of properties informing the Assist agent about the ticket in the source system.
Partner ticket ID (technical ID)
Display ID
Status
Description
Short description
Status
Assignment group
Due date
Priority
URL
In this set, a partner application can provide a URL to its ticket. A clickable link will be displayed on Assist that enables the agent to have a detailed view of the source ticket.
Configuration
A customer in Assist is known via the 3 character, GCC (stands for Global Customer Code) that is referred to as an Organization. For example, a YourCorp company can have a YCP GCC.
A GCC is divided in multiple Local Company Code (LCC), which are referred to as a country or a company. Each company has a unique ID called company skill ID . LCC is composed by the standard country code on 2 characters and a 3 characters incremental number (e.g. US001).
A working customer configuration must be available before the MyCaseTools API can be used. This configuration will provide one or more LCCs or companies where employee can create a ticket depending on his location. Such configuration defines the boundaries of actions to be performed.
Each company has a unique ID called company skill ID. This tool should not pass the company skill ID when a partner tool creates a ticket. As such, a valid company name must be provided in the process of Create ticket for Partner.
The company name or company skill ID is mandatory and must be passed on when a partner needs to create a ticket.
It is possible that the company of the employee overwrites the company passed in the company skill ID based on configuration, if both companies belong to the same organization.
Employees
Two employees need to be associated with a Assist ticket; the requester and the affected.
Requester - The employee that contacts the HR service center. It can be:
the employee himself having an issue, or
the manager submitting a request for one of his team members.
Affected - The person affected by the request. In other words, it is the person having an issue or for whom a change is needed. The ticket always belongs to the company of the affected employee.
In most cases, an employee contacts the HR service center for himself. So, in general the requester and the affected employee are one and the same.
When creating a ticket, an ID should be provided for the affected employee as well as an ID for the requester. In case one of the two IDs have been provided, the second ID is automatically aligned with the first one.
Discovering configuration information
The Assist companies (countries) needs to be mapped can be provided by the Assist administration team. It can be discovered using the application key calling the different APIs. Use:
GET api/applications/current to retrieve the associated agent ID.
GET api/companies to retrieve all companies, which the application can create ticket.
GET api/companies/{companySkillId}/servicegroups to retrieve the list of service groups associated with a company.
To retrieve the list of service processes associated with a company;
GET api/companies/{companySkillId}/processes for new model company.
GET api/companies/{companySkillId}/services (obsolete) for old model company.
GET api/companies/{companySkillId}/processes/{serviceSkillId}/requesttypes to retrieve the list of request types associated with a company and service.
GET api/companies/{companySkillId}/services/{serviceSkillId}/documenttypes to retrieve the list of document types that can be used when adding a file.
Employee search
Assist has connectors to the HRIS such as SuccessFactors, SAP, WorkDay, Preceda, Fusion, Oracle Database, ResourceLink, SMB UK CDM, etc. These connectors are configured by company. The Assist Core API can be used to search employees in all these systems in a generic way.
Employee (requester or affected) can be searched by multiple criteria:
By employee ID
By employee first name or/and last name
By employee email address
Creating a Ticket
Specify all required parameters such as service, short description, description, and mandatory skills when a partner creates a ticket. Depending on the configuration, some mandatory skills can have default values and can be omitted. But this behavior is configuration specific. (Refer to create ticket for partner API for details)
Working with Ticket Files
Files can be attached to a ticket:
Create ticket for partner during ticket creation
Upload file to partner task to attach a file to a partner task.
Sending Message to Partner Task
Refer to Send message to partner task.