ESS Integrations With Other IT Systems

Toni Tolvanen
2023-10-09T14:46:10Z

Efecte Self-Service seamlessly integrates with various ordering systems, service desks, or service delivery systems.

The picture above illustrates an example of Efecte Self-Service integrations and the purposes they serve.

Integrations to ITSM Systems

Efecte Self-Service dispatches requests and incident reports to one or more ITSM solutions for operative management while receiving statuses to grant the user visibility into request handling.

Note: Incident numbers must be unique within the enterprise service management solution. If Efecte Self-Service is connected to multiple service management solutions, the number space for incidents must be managed across tools to prevent conflicts in Efecte Self-Service.

Integrations to Organizational Data Systems

Efecte Self-Service employs Active Directory (or LDAP) as the master data source for organizational data. If the Identity Management connector is utilized, all user data is fetched through the identity management system, not directly from Active Directory.

The organization data, stored in cache and periodically updated, displays the last update time, allows viewing of the first 50 entries of users and cost centers, and enables user search within the organization data cache.

Caution is advised when triggering organization data, limiting it to instances of failure or clear user omission from the system. Upon encountering errors, it is good practice to contact Efecte Service Desk to investigate the issue's root cause.

Integrations to Identity Management Systems

Connectors are available for Efecte Identity Management (EIM) and Efecte Identity Governance and Administration (IGA) products. EIM connectors offer AD automation capabilities, while IGA connectors enable complex use cases like user onboarding and access rights requesting.

Active Directory Settings

Additional AD/LDAP settings further define the ESS connection to organizational data. All subsequent settings are mandatory.

Attribute Name | Default LDAP Property | Description
User's Name Attribute | displayName | Defines the displayed user name, instead of AD principal name.
User ID Attribute | sAMAccountName | Utilized for user identification and authentication.
Superior Attribute | manager | Finds the superior relationship, used in, e.g., approvals.
Cost Center Attribute | department | Fetches user’s cost center information.

Note: When using Microsoft Active Directory with a default sAMAccountName User ID configuration, the User ID is generated by combining sAMAccountName and the realm name (SUBDOMAIN.DOMAIN.COM). Otherwise, the User ID attribute's value is utilized.

Integrations to Third-Party Vendors

Orders can be dispatched directly to third-party vendors for request fulfillment. Efecte Self-Service receives statuses from the third-party workflow management to provide user visibility into request handling.

Supported Browsers

ESS supports the following browsers:

Microsoft Edge

Mozilla Firefox ESR

Google Chrome 50 or newer

Safari 10 or newer

Note: While Efecte Self-Service may function in virtual desktop environments, they are not officially supported.