IFS Cloud for Helpdesk Capability

Overview

The IFS Cloud Integration connects IFS Loops to your IFS Cloud environment to pull service requests, knowledge articles, and Projection APIs. It uses OAuth client credentials for authentication, which are generated directly in IFS Cloud and entered during setup in IFS Loops.

Setup instructions

Create OAuth Client in IFS Cloud

1

Log in to your IFS Cloud account.

2

Search for IAM Clients.

3

Click on the "+" (Add) button to create a new client (or use an existing one).

4

Enter a unique Client ID.

5

Enable the following options:

1. Enable Client

2. Enable Service Account

6

(Optional) Add a description.

7

Click OK.

8

Copy the Client Secret.

Add IFS Cloud Integration in IFS Loops

1

Log in to the IFS Loops platform using your credentials.

2

Navigate to the Connectors section from the sidebar.

3

Click on the Add Integration button.

4

Choose IFS Cloud from the list.

5

Provide the following details:

1. Integration Name: Enter a unique name.

2. Select Capability:

   1. Helpdesk: To pull service requests.

3. Domain Name: Enter your IFS Cloud domain. Extract only the domain part from the full URL. For example, from https://example-instance.ifscloud.com/, use only example-instance.ifscloud.com.

4. Namespace: Enter the required namespace.

5. Client ID & Client Secret: Use the values created in IFS Cloud.

6. IAM Client Has Offline Access Scope:

   1. Select Yes if your IAM client has offline_scope access

   2. Otherwise, keep it as No.

6

Click on the Connect button.

7

On success, you will see a popup: "Integration Configured Successfully"

Launch Data Ingestion Job

1

Go to the Jobs / Data Ingestion tab

2

Select the date range.

1. Required only for Helpdesk capability.

2. Not required for APITask and ContentManagement.

3

Select Ingress Type as Full Ingress.

4

Click on Start Ingress.

5

After a few minutes, check the job status to confirm it is successful.