Efecte Service Management connector in nutshell

With help of this connector Efecte Self-Service can

• Create new Incidents & Service Requests in Efecte Service Management
• Poll updates when Incidents & Service Requests are changed in Efecte Service Management (for example when request status is changed)
• Poll and send rating data on knowledgebase articles in connection to Tips & Tricks
• Poll and send rating data and comments in on new ideas in connection to Like My Idea
• Poll dynamic user data from Efecte Service Management (MyServices)
• Poll data to maintain service offer data up to data (Catalog items)
• Send approval decisions for Visual Workflow Approvals in Efecte Service Management
• Send feedback gathered from end-users to Efecte Service Management

Most of the functionality of the connector works automatically using the default values which are referred to all across this document.

This article describes the behavior of Efecte Service Management Connector in ESS version 2022.3 or newer.

Supported templates

Out-of-the-box, there are two templates supported for the Efecte connector – Service Request (ServiceRequest) and Incident (incident). In case there is a need to support several templates, then multiple ESM connectors can be deployed for the tenant and the destination for requests can differ from the default. In this case, only one of the connectors may include the knowledge base and like my idea configuration – in case multiple connectors have either configured, the result set that will be used to display articles on home page is the one last fetched to Efecte Self-Service which may lead to confusing user experience especially with pointers to various sources inside ESM.

On the other hand, using a single template may be of interest. With proper configuration all requests can be directed to the desired template. However, pay attention to attribute codes and status values and means of potentially separating the different request types to avoid excess logs being generated through mismatching configurations.

ESM message format

Format of messages exchanged between ESS and ESM products is hardcoded.

Note: Multivalued fields for MyService feature are passed in CSV format inside xml tags.

Connection configuration

To configure connection for ESM use bean of class com.efecte.integration.connector.configuration.ConnectionConfiguration, as in the following example:

<bean id="connectionConfiguration" class="com.efecte.integration.connector.configuration.ConnectionConfiguration"> 
        <property name="url" value="https://xxxxxxxxx.efectecloud.com/api/itsm" />
        <property name="user" value="webapi-user" />
        <property name="password" value="xxxxxxxxxxxxxxxxxxxxxxxxxx" />
        <property name="connectionRequestTimeout" value="300" />
        <property name="connectTimeout" value="300" />
        <property name="socketTimeout" value="300" />
        <property name="acceptSelfSignedCertificates" value="false"/>
        <property name="allowAllHostnamesInCertificate" value="false"/>
   </bean>

Note! When multiple connectors are used, and some of them are referring to different connection configuration (such as different environment), they should have unique ID per connection configuration. In other words, make sure that you don’t have the same bean ID for two different connection configurations. This configuration applies when connecting to two different ESM environments from one ESS, so it might be a good idea to indicate the environment in the bean ID, e.g. 

bean id="connectionConfigurationEnvName”

This bean support following properties:

Service Request configuration

Service request attributes mappings can be defined in connector-efecte.xml file. Sample configuration of all available options:

<bean id="connectorEfecte"
 class="com.efecte.integration.connector.efecte.EfecteConnector">
  <property name="serviceRequestAttributes">
   <bean class="com.efecte.integration.connector.configuration.ServiceRequestAttributes">
      <property name="templateCode" value="ServiceRequest"/>
      <property name="bundleTemplateCode" value="ServiceRequestBundle"/>
      <property name="folderCode" value="ServiceRequests"/>
      <property name="attachmentAttribute" value="RequestAttachments"/>
      <property name="statusAttribute" value="status"/>
      <property name="reopenReasonAttribute" value="reopen_reason"/> 
      <property name="creationDateAttribute" value="created"/>
      <property name="deadlineAttribute" value="deadline"/>
      <property name="updatedAttribute" value="updated"/>
      <property name="efecteIdAttribute" value="efecte_id"/>
      <property name="languageAttribute" value="Language"/>
      <property name="feedbackAttribute" value="rating"/>
      <property name="resolutionTextAttribute" value="resolution"/>
      <property name="supportPersonAttribute" value="support_person"/>
      <property name="serviceOfferingNameAttribute" value="ServiceOffering"/>
      <property name="serviceItemNameAttribute" value="ServiceItemName"/>
      <property name="serviceItemExternalIdAttribute" value="ServiceItem"/>
      <property name="priceAttribute" value="Price"/>
      <property name="monthlySubscriptionAttribute" value="MonthlySubscription"/>
      <property name="requestedForAttribute" value="RequestedFor"/>
      <property name="costCenterAttribute" value="CostCenter"/>
      <property name="deliveryAddressAttribute" value="DeliveryAddress"/>
      <property name="orderedByAttribute" value="OrderedBy"/>
      <property name="additionalInformationAttribute" value="AdditionalInformation"/>
      <property name="siteIDAttribute" value="SiteID"/>
      <property name="siteNameAttribute" value="SiteName"/>
      <property name="requestBundleAttribute" value="RequestBundle"/>
      <property name="requestBundleNameAttribute" value="RequestBundleName"/>
      <property name="orderedByEmailAttribute" value="OrderedBy:email"/>
      <property name="requestedForEmailAttribute" value="RequestedFor:email"/>
      <property name="commentAttribute" value="external_comments"/>
      <property name="reasonAttribute" value="user_reason"/>
      <property name="dedicatedApproverAttribute" value="DedicatedApprover"/>
      <property name="superiorApproverAttribute" value="approving_manager"/>
      <property name="totalPriceAttribute" value="totalPrice"/>
       <property name="quantityAttribute" value="quantity"/>
       <property name="totalMonthlySubscriptionAttribute"value="TotalMonthlySubscription"/>
      <property name="punchout" value="punchOutOrderId"/>
   </bean>
 </property>
 <!-- other configuration -->
</bean> 

Mapping for incidents can be adjusted using tenant admin UI, support channel configuration tab. Upon creating a new support channel, the default values can be observed in the configuration.

Detailed rules for processing service request properties are as follows:

If the “Item quantity enabled” is selected for service offering, the following extra rules are processed for the service request:

Note! Attributes listed above are the default values. In case these need to be changed, corresponding codes shall be introduced in the connector file.

The PunchOut functionality allows Efecte Self-Service users to use an external webshop for collecting items into their service request. The following attributes are needed in the connector for PunchOut functionality. Refer to the PunchOut Configuration Guide for further information.

Tracking connector

Tracking connector triggers the poll for updates from Efecte Service Management for both Incidents and Service Requests. Default domain mapping for incidents originating from ESM to ESS and service item mapping for service requests can be configured by setting following properties of EfecteTrackingConnector bean:

Note! By default, incidents are polled and not service requests. For polling the service requests as well, the Efecte Tracking Connector must be introduced to the connector file.

For the new service request polling to work correctly, following attributes are mandatory on ESM side:

• Request identifier conveyed in efecteIdAttribute, default ‘efecte_id’ 
• Status conveyed in statusAttribute.default ‘status’
• Customer identifier conveyed in requestedForEmailAttribute default ‘RequestedFor:email’
• Item ID conveyed in serviceItemExternalIdAttribute, default ‘ServiceItem’ - if value of this attribute is empty, connector will take the value from defaultIntegrationServiceItemId in tracking connector configuration

In order for the new incident polling to work correctly, following attributes are mandatory on ESM side:

• Incident identifier conveyed in efecteIdAttribute, default ‘efecte_id’ 
• Status conveyed in the statusAttribute.default ‘status’
• Customer identifier conveyed in customer email attribute, default customer:email
• Category ID conveyed in integrationCategoryAttribute, default WebShopCategory - if value of this attribute is empty, connector will take the value from defaultIntegrationCategoryId in tracking connector configuration (A category with the category ID needs to be published in ESS)

Polling frequency can be adjusted using 'updateFrequency' and 'errorUpdateFrequency' properties of class 'EfecteTrackingConnector'. Values are expressed in configurable units.

Note! There is very seldom a need to change 'updateQuerySlidingWindowTime' from default. Polling data will always include all datacards that are changed within the time period, and in the longer time period same tickets are return over and again to the result set. Already on the first go, the ticket will be updated in ESS. Making this window wide will potentially slow-down operations in ESS as well as ESM with no extra benefit gained.

When connector runs for the first time it will fetch requests and incidents since last 24h. This time can be adjusted by configuring properties initialQuerySlidingWindowTime and initialQuerySlidingWindowUnit.

Other default values for the Efecte Tracking Connector are:

Configuration example:

 <property name="efecteTrackingConnector">
     <bean class="com.efecte.integration.connector.efecte.EfecteTrackingConnector">
         <property name="updateQuerySlidingWindowTime" value="20"/>
         <property name="updateQuerySlidingWindowUnit" value="MINUTES"/>
         <property name="initialQuerySlidingWindowTime" value="1"/>
         <property name="initialQuerySlidingWindowUnit" value="DAYS"/>
         <property name="updateFrequency" value="10" />
         <property name="updateFrequencyUnit" value="MINUTES" />
         <property name="errorUpdateFrequency" value="10" />
         <property name="errorUpdateFrequencyUnit" value="MINUTES" />
         <property name="defaultIntegrationServiceItemId" value="DEFAULT_SERVICE_ITEM" />
         <property name="pollNewServiceRequestEnabled" value="false" />
         <property name="defaultIntegrationCategoryId" value="DEFAULT_EFECTE_CATEGORY"/>
         <property name="serviceRequestPollCondition" value="and $creator$ = 'WebAPI'"/>
         <property name="incidentPollCondition" value="and $creator$ = 'WebAPI'"/>
         <property name="pollNewIncidentEnabled" value="true" />
      </bean>
</property>

If 'updateQuerySlidingWindowTime' property is not configured in tracking connector, value of 'pollingInterval' multiplied by two (2) will be used as default sliding window size. 

Feedback form

Feedback form is supported by default in ESM connector. Attributes used for mapping to ESM fields can be configured by adjusting properties of bean EfecteFeedbackFormConnector class and in the actual form through the admin UI, Feedback management tab. Following properties are supported:

Example configuration of EfecteFeedbackFormConnector inside EfecteConnector in connector-efecte.xml:

<bean id="defaultConnectorEfecte" class="com.efecte.integration.connector.efecte.EfecteConnector">
  <property name="connectionConfiguration" ref="connectionConfiguration" />
  <property name="feedbackFormConnector">
  <bean class="com.efecte.integration.connector.efecte.EfecteFeedbackFormConnector">
   <property name="feedbackAttributes">
    <bean class="com.efecte.integration.connector.configuration.FeedbackAttributes">
     <property name="templateCode" value="feedback_management" />
     <property name="folderCode" value="feedback" />
     <property name="efecteIdAttribute" value="ticket_id" />
     <property name="customerAttribute" value="customer" />
     <property name="ratingAttribute" value="ticket_rating" />
    </bean>
   </property>
  </bean>
 </property>
</bean>

Tips & Tricks

This feature allows for importing Knowledge Base from Efecte Service Management system. For more details kindly refer to ConfiguringTipsTricks guide for end-to-end configuration. 

Integration Suite configuration

All configuration files for Integration Suite are located in /etc/integration-hub/ directory and its subdirectories. Tenant specific connectors are located under tenant-configs/{tenant_name} subdirectories. 

To configure support for "Tips & Tricks" in Integration Suite please edit connector-efecte.xml file. Add bean of class "EfecteKnowledgeBaseConnector" and provide it with ESM connection configuration bean.

<bean id="connectionConfiguration"
 class="com.efecte.integration.connector.configuration.ConnectionConfiguration">
   <property name="url" value=" http://efecte.efecte.com/efecte " />
   <property name="user" value="webapi-user" />
   <property name="password" value="PASSWORD" />
</bean>
 
<bean id="efecteKnowledgeBaseConnector" class="com.efecte.integration.connector.efecte.EfecteKnowledgeBaseConnector">
 <property name="connectionConfiguration" ref="connectionConfiguration"/>
</bean>

Note! It is a good practice to share connection configuration between Efecte connectors, so following code (commonly used in configurations):

<bean id="defaultConnectorEfecte" class="com.efecte.integration.connector.efecte.EfecteConnector">
 <property name="connectionConfiguration">
  <bean class="com.efecte.integration.connector.configuration.ConnectionConfiguration">
   <property name="url" value="http://efecte.company.com" />
   <property name="user" value="webapi-user" />
   <property name="password" value="PASSWORD" />
  </bean>
 </property>
</bean>

can be replaced with:

<bean id="defaultConnectorEfecte" class="com.efecte.integration.connector.efecte.EfecteConnector">
 <property name="connectionConfiguration" ref="connectionConfiguration"/>
</bean>

Configuring knowledge base template parameters

In order to adjust names of attributes used in ESM for Knowledge Base support, template parameters can be configured by adding property knowledgeBaseAttributes to efecteKnowledgeBaseConnector bean. Otherwise default settings will be used.

<bean id="efecteKnowledgeBaseConnector" class="com.efecte.integration.connector.efecte.EfecteKnowledgeBaseConnector">
  <property name="connectionConfiguration" ref="connectionConfiguration"/>
  <property name="knowledgeBaseAttributes" >
    <bean id="knowledgeBaseAttributes" class="com.efecte.integration.connector.configuration.KnowledgeBaseAttributes">
      <property name="templateCode" value="knowledge_base_article"/>
      <property name="pollingFolderCode" value="knowledge_base"/>
      <property name="updateReadStatsFallbackFolderCode" value="knowledge_base"/> 
      <property name="ratingFallbackFolderCode" value="knowledge_base"/>
      <property name="publishedInEssAttr" value="published_in_self_service"/>
      <property name="publishedInEssValue" value="Yes"/>
      <property name="deletedAttr" value="deleted"/>
      <property name="nameAttr" value="solution_name"/>
      <property name="descriptionAttr" value="solution_description"/>
      <property name="categoryAttr" value="category"/>
      <property name="adGroupsAttr" value="ad_groups"/>
      <property name="efecteIdAttr" value="efecte_id"/>
      <property name="updatedAttr" value="updated"/>
      <property name="ratingAttr" value="rating"/>
      <property name="rankingAttr" value="rating"/>
      <property name="readStatsAttr" value="read_count"/>
      <property name="keywordsAttr" value="solution_keywords"/>
      <property name="keywordsSeparator" value=","/> 
    </bean>
  </property>
</bean>

Following properties of KnowledgeBaseAttributes class bean are supported:

publishedInEssAttr

published_in_self_service

publishedInEssValue

Yes

deletedAttr

deleted

nameAttr

solution_name

descriptionAttr

solution_description

categoryAttr

category

adGroupsAttr

ad_groups

efecteIdAttr

efecte_id

updatedAttr

updated

ratingAttr

rating

rankingAttr

rating

readStatsAttr

read_count

keywordsAttr

solution_keywords

keywordsSeparator

,

Configuring "Tips & Tricks" update frequency

By default, if no error occurs, knowledge base will be updated every 2 hours. If error occurs, refresh time is changed to 2 minutes.

Scheduling start delay (time after which connector will start to work measured since integration hub start) can be configured using property startUpDelay for connectorScheduler bean in hub.xml file.

Example from hub.xml:

<bean name="connectorScheduler" class="com.efecte.integration.container.ConnectorScheduler">
   <property name="taskScheduler" ref="taskScheduler"/>
    <property name="startUpDelay" value="20000"/>
</bean> 

Update and error update frequencies can be configured in connector xml configuration (connector-efecte.xml). Please use following properties:

Example from connector-efecte.xml:

<bean id="efecteKnowledgeBaseConnector" class="com.efecte.integration.connector.efecte.EfecteKnowledgeBaseConnector">
  <property name="connectionConfiguration" ref="connectionConfiguration"/>
  <property name="updateFrequency" value="30"/>
  <property name="updateFrequencyUnit" value="SECONDS"/>
</bean>

Like My Idea

This feature allows for displaying and commenting ideas stored in Efecte Service Management system.

All configuration files for Integration Suite are located in /etc/integration-hub/ directory and its subdirectories. Tenant specific connectors are located under tenant-configs/{tenant_name} subdirectories.

To configure support for "Like My Idea" in Integration Suite please edit connector-efecte.xml file. Add "http://www.springframework.org/schema/context http://www.springframework.org/schema/context/spring-context-4.2.xsd" schema locations to main beans definition.

<beans xmlns="http://www.springframework.org/schema/beans"
 xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:context="http://www.springframework.org/schema/context"
 xsi:schemaLocation="
 http://www.springframework.org/schema/beans http://www.springframework.org/schema/beans/spring-beans.xsd
 http://camel.apache.org/schema/spring http://camel.apache.org/schema/spring/camel-spring.xsd
 http://www.springframework.org/schema/context http://www.springframework.org/schema/context/spring-context-4.2.xsd">

Add "annotation-config" element and bean of class "EfecteLikeMyIdeaConnector" and provide it with ESM connection configuration bean. Also add one bean of type "EfecteConnectorContext".

<bean id="efecteLikeMyIdeaConnector" class="com.efecte.integration.connector.efecte.EfecteLikeMyIdeaConnector" autowire="constructor">
 <property name="connectionConfiguration" ref="connectionConfiguration"/>
 <property name="likeMyIdeaAttributes" >
  <bean id="likeMyIdeaAttributes" class="com.efecte.integration.connector.configuration.LikeMyIdeaAttributes">
   <property name="nameAttr" value="demand_name"/>
   <property name="ratingFallbackFolderCode" value="ideas"/>
   <property name="descriptionAttr" value="demand_details"/>
   <property name="efecteIdAttr" value="efecte_id"/>
   <property name="createdAttr" value="created"/>
   <property name="likesAttr" value="likes"/>
   <property name="dislikesAttr" value="dislikes"/>
   <property name="templateCode" value="ideas"/>
   <property name="pollingFolderCode" value="ideas"/>
   <property name="deletedAttr" value="deleted"/>
   <property name="commentsAttr" value="comment"/>
   <property name="publishedInEssAttr" value="publish_for_rating" />
   <property name="publishedInEssValue" value="Yes" />
  </bean>
 </property>
</bean> 

Following properties of LikeMyIdeaAttributes class bean are supported:

publishedInEssAttr

publish_for_rating

publishedInEssValue

Yes

deletedAttr

deleted

created

created

nameAttr

demand_name

descriptionAttr

demand_details

efecteIdAttr

efecte_id

likesAttr

likes

dislikesAttr

dislikes

commentsAttr

comment

Configuring "Like My Idea" update frequency

By default, if no error occurs, "like my ideas" will be updated every 2 hours. If error occurs, refresh time is changed to 2 minutes.

Scheduling start delay (time after which connector will start to work measured since integration hub start) can be configured using property startUpDelay for connectorScheduler bean in hub.xml file. Please observe instructions in Tips & Tricks section. 

Update and error update frequencies can be configured in connector xml configuration (connector-efecte.xml). Please use following properties:

Example from connector-efecte.xml:

<bean id="efecteLikeMyIdeaConnector" class="com.efecte.integration.connector.efecte.EfecteLikeMyIdeaConnector">
 <property name="connectionConfiguration" ref="connectionConfiguration"/>
 <property name="updateFrequency" value="30"/>
 <property name="updateFrequencyUnit" value="SECONDS"/>
</bean> 

My Services

My Services is a common name for set of integration mechanisms enabling external systems to dynamically modify content of catalog that is visible to users.

Defining MyServices Fields

1. Go to ESS admin page -> Integrations -> External data fields
2. Press Add MyServices field button
3. Enter configuration
   • Field name - enter name that will be used as alias for this MyServices field
   • Data from - select Efecte Service Management connector
   • Template data from Efecte Service Management mapped to MyServices field (Login to Efecte Service Management -> Administration -> Templates -> select template)
     • Folder code – optional, limits the elements to be retrieved to defined folder 
     • Template code - fill with use value from Template code
     • Name attribute code - code of attribute used as name (this attribute may be visible to user)
     • Technical ID attribute code - code of attribute used as DataCard identifier (should be marked as Primary attribute in ESM)

• User attribute code - reference to template describing user associated with this template (target template needs to have an email attribute for user associations to work correctly)

1. Press Update button - if there are no errors, in MyServices field elements table you should see names of DataCards from Efecte Service Management 
   1. You can verify this by looking at a table with DataCards associated with selected template in ESM

My Services & offering catalog

MyService entry as source for Service Item IDs

1. On admin page, open Services tab and select Service Item in a Service Offer

2. In Item properties, open External Data Link drop-down and select name of External Data field
3. From 'Item ID' drop-down select the element you need.

ID of selected element will be used as ItemID when users are placing orders for the given item.

Associations between Users and DataCards

Connector is not only responsible for retrieval of DataCards information, but also for:

• tracking associations between DataCards and users
• altering said associations

In order to use this functionality:

1. On admin page, open Service and select Service Item

2. In Service Item properties, open MyServices Link drop-down and select name of MyServices field

1. From Sub-itemsdrop-down select:
   1. User using - in this case user will be presented with a list of DataCards he is associated with
2. User not using - in this case user will be presented with a list of DataCards he is not associated with

Submitting order for Service Item will result in

1. Removing
2. Adding

association between user placing order and DataCard

Catalogs items

Following ESM attribute data types are supported when configuring catalog items

Connector sample

<beans xmlns="http://www.springframework.org/schema/beans"
     xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:context="http://www.springframework.org/schema/context"
    xsi:schemaLocation="
        http://www.springframework.org/schema/beans http://www.springframework.org/schema/beans/spring-beans.xsd
        http://camel.apache.org/schema/spring http://camel.apache.org/schema/spring/camel-spring.xsd">
    <bean id="connectionConfiguration" class="com.efecte.integration.connector.configuration.ConnectionConfiguration">
         <property name="url" value="https://xxxxxxxxx.efectecloud.com/api/itsm" />
         <property name="user" value="WebAPI" />
         <property name="password" value="xxxxxxxxxxxxxxxxxxxxxxxxxx" />
         <property name="connectionRequestTimeout" value="300" />
         <property name="connectTimeout" value="300" />
         <property name="socketTimeout" value="300" />
         <!--property name="acceptSelfSignedCertificates" value="true"/>
         <property name="allowAllHostnamesInCertificate" value="true"/-->
     </bean>
<bean id="defaultConnectorEfecte" class="com.efecte.integration.connector.efecte.EfecteConnector">
         <property name="connectionConfiguration" ref="connectionConfiguration" />
        <!-- property name="generalConfiguration"> NOT RECOMMENDED TO BE CHANGED
             <bean class="com.efecte.integration.connector.configuration.GeneralConfiguration">
                 <property name="dateTimeFormat" value="yyyy-MM-dd HH:mm:ss z"/>
                 <property name="integrationIdAttribute" value="WebShopId"/>
                <property name="integrationCategoryAttribute" value="WebShopCategory"/>
             </bean>
         </property -->
        <!-- property name="serviceRequestAttributes">
           <bean class="com.efecte.integration.connector.configuration.ServiceRequestAttributes">
              <property name="templateCode" value="ServiceRequest"/>
              <property name="bundleTemplateCode" value="ServiceRequestBundle"/>
              <property name="folderCode" value="ServiceRequests"/>
              <property name="attachmentAttribute" value="RequestAttachments"/>
              <property name="statusAttribute" value="status"/>
              <property name="reopenReasonAttribute" value="reopen_reason"/> 
              <property name="creationDateAttribute" value="created"/>
              <property name="deadlineAttribute" value="deadline"/>
              <property name="updatedAttribute" value="updated"/>
              <property name="efecteIdAttribute" value="efecte_id"/>
              <property name="languageAttribute" value="Language"/>
              <property name="feedbackAttribute" value="rating"/>
              <property name="resolutionTextAttribute" value="resolution"/>
              <property name="supportPersonAttribute" value="support_person"/>
              <property name="serviceOfferingNameAttribute" value="ServiceOffering"/>
              <property name="serviceItemNameAttribute" value="ServiceItemName"/>
              <property name="serviceItemExternalIdAttribute" value="ServiceItem"/>
              <property name="priceAttribute" value="Price"/>
              <property name="monthlySubscriptionAttribute" value="MonthlySubscription"/>
              <property name="requestedForAttribute" value="RequestedFor"/>
              <property name="costCenterAttribute" value="CostCenter"/>
              <property name="deliveryAddressAttribute" value="DeliveryAddress"/>
              <property name="orderedByAttribute" value="OrderedBy"/>
              <property name="additionalInformationAttribute" value="AdditionalInformation"/>
              <property name="siteIDAttribute" value="SiteID"/>
              <property name="siteNameAttribute" value="SiteName"/>
              <property name="requestBundleAttribute" value="RequestBundle"/>
              <property name="requestBundleNameAttribute" value="RequestBundleName"/>
              <property name="orderedByEmailAttribute" value="OrderedBy:email"/>
              <property name="requestedForEmailAttribute" value="RequestedFor:email"/>
              <property name="commentAttribute" value="external_comments"/>
              <property name="reasonAttribute" value="user_reason"/>
              <property name="dedicatedApproverAttribute" value="DedicatedApprover"/>
              <property name="superiorApproverAttribute" value="approving_manager"/>
              <property name="totalPriceAttribute" value="totalPrice"/>
              <property name="quantityAttribute" value="quantity"/>
              <property name="totalMonthlySubscriptionAttribute" value="TotalMonthlySubscription"/>
          </bean>
      </property -->
     <!-- property name="approvalResponseAttributes"> NOT RECOMMENDED TO BE CHANGED
          <bean class="com.efecte.integration.connector.configuration.ApprovalResponseAttributes">
              <property name="templateCode" value="approval"/>
              <property name="folderCode" value="approvals"/>
              <property name="efecteId" value="efecte_id"/>
              <property name="actualApprover" value="ActualApprover"/>
              <property name="approvalDecision" value="ApprovalDecision"/>
              <property name="reason" value="Reason"/>
              <property name="esmApprovedCode" value="approved"/>
              <property name="esmRejectedCode" value="rejected"/>
          </bean>
      </property -->
     <!-- property name="efecteTrackingConnector">
          <bean class="com.efecte.integration.connector.efecte.EfecteTrackingConnector">
              <property name="updateQuerySlidingWindowTime" value="20"/>
              <property name="updateQuerySlidingWindowUnit" value="MINUTES"/>
              <property name="initialQuerySlidingWindowTime" value="1"/>
              <property name="initialQuerySlidingWindowUnit" value="DAYS"/>
              <property name="updateFrequency" value="10" />
              <property name="updateFrequencyUnit" value="MINUTES" />
              <property name="errorUpdateFrequency" value="10" />
              <property name="errorUpdateFrequencyUnit" value="MINUTES" />
              <property name="defaultIntegrationServiceItemId" value="DEFAULT_SERVICE_ITEM" />
              <property name="pollNewServiceRequestEnabled" value="false" />
             <property name="defaultIntegrationCategoryId" value="DEFAULT_EFECTE_CATEGORY"/>
              <property name="serviceRequestPollCondition" value="and $creator$ = 'SefServicePortal'"/>
              <property name="incidentPollCondition" value="and $creator$ = 'Webshop'"/>
          </bean>
      </property -->
     <!-- property name="feedbackFormConnector">
           <bean class="com.efecte.integration.connector.efecte.EfecteFeedbackFormConnector">
              <property name="feedbackAttributes">
                     <bean class="com.efecte.integration.connector.configuration.FeedbackAttributes">
                         <property name="templateCode" value="feedback_management" />
                         <property name="folderCode" value="feedback" />
                         <property name="efecteIdAttribute" value="ticket_id" />
                         <property name="customerAttribute" value="customer" />
                         <property name="ratingAttribute" value="ticket_rating" />
                     </bean>
               </property>
           </bean>
       </property --> 
     </bean>
<bean id="efecteKnowledgeBaseConnector" class="com.efecte.integration.connector.efecte.EfecteKnowledgeBaseConnector">
    <property name="connectionConfiguration" ref="connectionConfiguration"/>
    <property name="knowledgeBaseAttributes" >
           <bean id="knowledgeBaseAttributes" class="com.efecte.integration.connector.configuration.KnowledgeBaseAttributes">
                 <property name="templateCode" value="knowledge_base_article"/>
                 <property name="pollingFolderCode" value="knowledge_base"/>
                 <property name="updateReadStatsFallbackFolderCode" value="knowledge_base"/>
                 <property name="ratingFallbackFolderCode" value="knowledge_base"/>
                 <property name="publishedInEssAttr" value="published_in_self_service"/>
                 <property name="publishedInEssValue" value="Yes"/>
                 <property name="deletedAttr" value="deleted"/>
                 <property name="nameAttr" value="solution_name"/>
                 <property name="descriptionAttr" value="solution_description"/>
                 <property name="categoryAttr" value="category"/>
                 <property name="efecteIdAttr" value="efecte_id"/>
                 <property name="updatedAttr" value="updated"/>
                 <property name="ratingAttr" value="rating"/>
                 <property name="rankingAttr" value="rating"/>
                 <property name="readStatsAttr" value="read_count"/>
                 <property name="keywordsAttr" value="solution_keywords"/>
                 <property name="keywordsSeparator" value=","/>
             </bean>
        </property>
    </bean>
</beans>