IWS ITSM Connector

Required Information

Field Name	Value	Comment
IWS instance URL		without /IsilogWebSystem
Base URL for ticket viewing		without /IsilogWebSystem
Username
Password
Database ID
Destination URL		URL/IsilogWebSystem/webservices
Default settings
Use proxy
Wikit account ID

Configuration to be Performed

Create the user account:

Wikit will need an IWS user with rights to use the webservices:

• IsiAddAndGetCall
• IsiGetCriteria
• IsiGetQueryResult

A Technical profile must be assigned to it. Other necessary information in the user profile are:

• The site ⇒ You can set the site of your choice
• The organizational unit (O.U.) ⇒ You can set the O.U. of your choice
• Registration Number: WIKIT
  • Team ⇒ Either be part of the ticket's team with the role Assistant-Agent, Agent or Team Leader, or be a helpdesk administrator

Create the IWS queries

⚠️ The previously created account must always be set as "Owner" of the queries

Users Query:

You will need to create a query as follows:

1. Query Name: Wikit-Users
2. Screen Name: User account (PARC048L)
3. WebService Identifier: WIKIT-USERS

Then add a filter on "Email address" Equal to "NULL"

Site Query:

You will need to create a query as follows:

1. Query Name: Wikit-Sites
2. Screen Name: Sites (PARC008L)
3. WebService Identifier: WIKIT-SITES

Organizational Units Query:

You will need to create a query as follows:

1. Query Name: Wikit-OU
2. Screen Name: Sites (PARC009L)
3. WebService Identifier: WIKIT-OU

Tickets Query:

You will need to create a query as follows:

1. Query Name: Wikit-Tickets
2. Screen Name: Requests / Service Requests (HELP005_INC_SYSL)
3. WebService Identifier: WIKIT-CALLS

Services Query:

You will need to create a query as follows:

1. Query Name: Wikit-Services
2. Screen Name: Services (PARC001_SERV_SYSL)
3. WebService Identifier: WIKIT-SERVICES

Categories Query:

You will need to create a query as follows:

1. Query Name: Wikit-Categories
2. Screen Name: Services (PARC001_SERV_SYSL)
3. WebService Identifier: WIKIT-CATEGORIES

FAQ

IWS webservices configuration in https

1. Locate the IWS.services.config file in the C:\Program Files (x86)\Isilog\IsilogWebSystem\IsiWebSite\ directory.
2. In this file, ensure that the HTTPS endpoint lines are uncommented and the HTTP ones are commented.
3. Restart IIS IsiTaskManager

Example of the IWS.services.config file with HTTPS configuration:

<services>
    <service name="IsiWeb.IsiQueryService" behaviorConfiguration="IsiWeb.IsiServiceBehavior">
        <!-- [PB0021057] The configuration is HTTPS by default -->
        <!-- <endpoint address="" behaviorConfiguration="IsiWeb.IsiQueryServiceAspNetSoapBehavior" binding="wsHttpBinding" bindingConfiguration="wsHttpBindingConfiguration" contract="IsiWeb.WebServices.IIsiQueryService"/> -->
        <!-- [ARAN] 04/04/2017 - [PB0016779] Line for https configuration -->
        <endpoint address="" behaviorConfiguration="IsiWeb.IsiQueryServiceAspNetSoapBehavior" binding="wsHttpBinding" bindingConfiguration="wsHttpsBindingConfiguration" contract="IsiWeb.WebServices.IIsiQueryService" />
    </service>
    <service name="IsiWeb.IsiWsAssistantCABService" behaviorConfiguration="IsiWeb.IsiServiceBehavior">
        <!-- [PB0021057] The configuration is HTTPS by default -->
        <!-- <endpoint address="" behaviorConfiguration="IsiWeb.IsiWsAssistantCABServiceAspNetSoapBehavior" binding="wsHttpBinding" bindingConfiguration="wsHttpBindingConfiguration" contract="IsiWeb.WebServices.IIsiWsAssistantCABService"/>-->
        <!-- [ARAN] 04/04/2017 - [PB0016779] Line for https configuration -->
        <endpoint address="" behaviorConfiguration="IsiWeb.IsiWsAssistantCABServiceAspNetSoapBehavior" binding="wsHttpBinding" bindingConfiguration="wsHttpsBindingConfiguration" contract="IsiWeb.WebServices.IIsiWsAssistantCABService" />
    </service>
    <service name="IsiWeb.IsiAttachmentService" behaviorConfiguration="IsiWeb.IsiServiceBehavior">
        <!-- [PB0021057] The configuration is HTTPS by default -->
        <!-- <endpoint address="" behaviorConfiguration="IsiWeb.IsiAttachmentServiceAspNetSoapBehavior" binding="wsHttpBinding" bindingConfiguration="wsHttpBindingConfiguration" contract="IsiWeb.WebServices.IIsiAttachmentService"/> -->
        <!-- [ARAN] 04/04/2017 - [PB0016779] Line for https configuration -->
        <endpoint address="" behaviorConfiguration="IsiWeb.IsiAttachmentServiceAspNetSoapBehavior" binding="wsHttpBinding" bindingConfiguration="wsHttpsBindingConfiguration" contract="IsiWeb.WebServices.IIsiAttachmentService" />
    </service>
</services>

"Your profile is not authorized to consume this webservice. Web Service authentication failed."

In IWS, go to the "Administration" / "Access" / "Profiles" section.

Choose the administrator profile (or another if a specific profile has been created) and open the "Parameters" section of this profile.

In the parameters, verify that the services: IsiHelpDeskService and IsiQueryService are correctly configured as shown in the screenshots below.