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MindTouch Success Center

Integrate with your SAP CRM (MT4)


This document discusses how to setup and configure the MindTouch mashups in your SAP cloud instance.

The MindTouch mashups allow a user to search MindTouch for related articles based on a ticket, view a users activity, and create articles in MindTouch. For these operations we have three different mashups:

  • Publish to MindTouch mashup
  • User View History mashup
  • Solution Finder mashup

After setting up your mashups, you need to add them to the ticket screen, by going into Adaptation Mode.

Publish to MindTouch mashup

The publish to MindTouch mashup allows the user to create an article in a predefined location in MindTouch. It carries over the title of the ticket, and you can specify placeholder text which will also be carried into the ticket.

Set up the Publish to MindTouch mashup

  1. Goto Mashup Authoring (hover over the ADMINISTRATION tab).

    Image 1.png

  2. Create a new HTML mashup

    Image 2.png

  3. Fill up the form with the following information

    1. Mashup Category = Productivity & Tools

    2. Port Binding = Ticket Information

    3. Mashup Name = Publish to MindTouch

    4. Description = Publish articles related to your ticket in MindTouch.

    5. Status = Active
      Image 3.png

    6. In Configuration Information set the type to URL
      Image 4.png

    7. In URL, enter the location of the mashups in your MindTouch site

      example:

              Assuming the URL of  your site is yoursite.mindtouch.us, then you'd add the following to the URL:
              https://yoursite.mindtouch.us/deki/plugins/sap_widget/sap_widget.php
       

    8. Set the Height to 100

    9. Add a parameter named view and set the constant to publish_button

    10. Add a parameter named ticketdesc and set the constant to any place holder text that would describe your ticket.

    11. Add a parameter named ticketid and click on parameter binding value selection, a pop up will appear, scroll through the options and select TicketId

      Image 5.png

    12. Add a parameter named ticketsubj and click on paramter binding value selection, a pop up will appear, scroll through the options and select TicketDescription

  4. Optionally you can click on preview to preview your widget

  5. Click on Save to create your MindTouch Publisher widget.

MindTouch User View History

The MindTouch user view history mashup allows users to view certain activities of a specified user by viewing their user history. The mashup relies on user email addresses so it is necessary that the user associated with the ticket have the same email in your MindTouch site.

Set up the MindTouch User History mashup

  1. Goto Mashup Authoring (hover over the ADMINISTRATION tab).

  2. Create a new HTML mashup

  3. Fill up the form with the following information
    Image 6.png

    1. Mashup Category = Productivity & Tools

    2. Port Binding = Ticket Information

    3. Mashup Name = User View History

    4. Description = View MindTouch User History.

    5. Status = Active
    6. Type = URL

    7. In url, enter the location of the mashups in your MindTouch site
          example:

              Assuming the url of  your site is yoursite.mindtouch.us, then you'd add the following to the URL:
              https://yoursite.mindtouch.us/deki/plugins/sap_widget/sap_widget.php
    8. set the Height to 327.

    9. add a new parameter named view and set the constant to user_history.
      Image 7.png

    10. add a new parameter named user and select in the parameter binding pop up, select UserEmail.
      Image 8.png

  4. Optionally you can click on preview to preview your widget.

  5. Click on Save to save your mashup.

MindTouch Solution Finder

The MindTouch Solution finder mashup allows the user to view articles related to the select ticket in MindTouch.

Set up the Solution Finder

There are two ways to set up the Solution finder. If you want to use the solution finder in a new facet, use the Solution Finder Facet instructions. Otherwise, Use the standard Solution Finder instructions to display the solution finder in the ticket description view.

Solution Finder in a new Facet

To set up Solution finder in a new facet:

  1. Go to Mashup Authoring (hover over the ADMINISTRATION tab).
  2. Create a new HTML mashup
  3. Fill up the form with the following information
    1. Mashup Category = Productivy & Tools
    2. Port Binding = Ticket Information
    3. Mashup Name = Solution Finder
    4.  Description = Search MindTouch Articles
    5. Status = Active
    6. In url, enter the location of the mashups in your MindTouch site

      example:

              Assuming the url of  your site is yoursite.mindtouch.us, then you'd add the following to the URL:
              https://yoursite.mindtouch.us/deki/plugins/sap_widget/sap_widget.php

    7. Set height to 600
    8. add a new parameter named view and set the constant to solution_finder.
    9. add a new parameter named query and set the parameter binding to TicketDescription.
    10.  You can set an optional paramter named start, and set a path you want to constrain your search results to.
    11. Save your mashup

Standard Solution Finder

  1. Go to Mashup Authoring (hover over the ADMINISTRATION tab).

  2. Create a new HTML mashup

  3. Fill up the form with the following information
    Image 9.png

    1. Mashup Category = Productivity & Tools

    2. Port Binding = Ticket Information

    3. Mashup Name = Solution Finder

    4. Description = Search MindTouch Articles

    5. Status = Active

    6. Set type to HTML

    7. Set height to 600

In the HTML Code Editor insert this code

<body>
<iframe
    height="340"
    width="100%"
    frameborder="0"
    id="solution-finder-frame">
</iframe>
</body>
<script type="text/javascript">
    sap.byd.ui.mashup.onContextUpdate = function() {
         var context = sap.byd.ui.mashup.context;
         var initialQuery = context.inport.TicketDescription;

         //Configurable Values
         var initialSearchDirectory = "";   
         var baseUri = 'https://yoursite.mindtouch.us/deki/plugins/sap_widget/sap_widget.php?view=solution_finder';
         //End of Configurable Values
         ​           
         var src = baseUri + '&query=' + initialQuery;
         src += '&start=' + initialSearchDirectory;
         src += '&domain=' + context.system.ShortHostname
         document.getElementById('solution-finder-frame').setAttribute('src', src);
    }
    function resizeWindow() {
         var B = document.body,
             H = document.documentElement,
             height;
         if(document.height !== undefined) {
              height = document.height // For webkit browsers
         } else {
              height = Math.max( B.scrollHeight, B.offsetHeight,H.clientHeight, H.scrollHeight, H.offsetHeight );
         }
         document.getElementById('solution-finder-frame').height = (height-80) + 'px';
    }
    window.onload = resizeWindow;
    window.onresize = resizeWindow;
    window.addEventListener("message", function(event) {
         var data = JSON.parse(event.data);
         sap.byd.ui.mashup.fireResultUpdate({
              'KnowledgeBaseArticleID': data.id,
              'KnowledgeBaseArticleURI': data.url,
              'KnowledgeBaseArticleDescription': data.title
         });
    }, false);
</script>
  1. Change the configurable values in the code to your desired values
  2. Set initial search directory to a path in your MindTouch Site.
    Example: (2015/Product).
    It defaults to searching your home page if no path is provided.

  3. baseUri, set this to the uri of your MindTouch site with the view parameter.
    Example:
    If your mindtouch site url is yoursite.mindtouch.us, then you'd add the following to the URL:
    https://yoursite.mindtouch.us/deki/plugins/sap_widget/sap_widget.php?view=solution_finder

  4. Optionally you can preview your mashup, by clicking preview

  5. Save your mashup.

Add the MindTouch mashups to the ticket view

This is the final step in setting up the MindTouch mashups. This step will edit and add the MindTouch mashups to the ticket view in SAP. 

  1. Select the Customer Services tab

  2. In the upper right corner, click on Adapt, and select Enter Adaptation Mode.
    Image 10.png

  3. Once in adaptation mode, select any ticket to view ticket details.

  4. In the ticket view, click on the adapt button again and select edit screen
    Image 11.png

  5. In the adaptation section, select Mashups and Web Services
    Image 12.png

  6. Select the MindTouch mashup you want to add to the ticket view
    Image 13.png

  7. Change the properties of that mashup in to the following

    1. Appearance = Embedded Near SOLUTION FINDER section

    2. Full Width = Checked
      Image 14.png

  8. Repeat these instructions for the other mashups you want to add.

  9. Save the adaptations.

  10. Publish the adaptations.

  11. Exit adaptation mode.

Solution Finder
Image 15.png

User View History

Image 16.png
 

MindTouch Publisher

Image 17.png

Set up Permissions

Now that we have the MindTouch mashups set up, you will need to set the proper permissions to the agents that will use the mashups. These permissions are required for the User View History mashup and the Publish to MindTouch mashup.

To set up these permissions you will have to:

  1. Create a new role for your agent
  2. Assign the role to a new group
  3. Assign your agents to the new group.

All this can be done in the MindTouch Control Panel in your site. To access the control panel you must be logged in as an Admin user. You can easily navigate to the control panel by clicking on "Site Tools"  in the Pro member bar at the top of your site, then click on "Control Panel". A quicker way to navigate to the control panel is by accessing it via url, yourmindtouch.site.us/deki/cp.

Create a new role

In the control panel, Select Roles in the control panel dashboard on the right side of the screen. Type in the role name you want, in this example it is named agent. Check the CREATE and USERHISTORY options, then click save.

Assign the role to a group

Once the role has been set up, you will have to assign to a user group. In this example we will create a new user group called agent, and assign the group the agent role created in the previous step. 

  1. In the control panel, click on Groups in the right side of the screen (control panel dashboard).
  2. Select "Add Groups"
  3. Add in the text "agent"
  4. Add the agent role
  5. Save the group

Assign users to the group

After creating the group, it is now time to assign users to the group. You can assign an existing users to a group, or you can assign a user to a group on user creation.

  1. In the control panel, click on User in the right side of the screen (control panel dashboard). 
  2. Select the Users you want to add to the group
  3. Click on "Add to Groups
  4. Select the Group that was created in the previous step
  5. Save your changes by clicking on "Add to Groups"
  6. The users you selected will now belong to that group.
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