Configuration settings for Service Minder integration.
Users / User Mapping
When are users synchronized between the “integration” and OCC?
Users are synchronized weekly at 3:30 AM UTC on Sundays.
Are there any specifics to types of users that are synchronized from ServiceMinder?
Yes, we only pull over Service Agents.
How are users matched between ServiceMinder and OCC?
The user from ServiceMinder has their email address compared to a list of users available in OCC by email. If the emails match they’re automatically linked up.
Can I manually map a user between ServiceMinder and OCC?
Yes, you certainly can! This can be done from the ServiceMinder card on the integrations page. You will need to click on the “Users Connected” tab where you will be presented with a list of users from ServiceMinder.
You can hover and click the “edit” (pencil) icon in order to manually select the OCC user you wish to associate with the ServiceMinder user.
Job / Job Data Mapping
How often are updates to jobs pulled from ServiceMinder and when do they run?
Updates to jobs are pulled every 15 minutes. The job runs at 3, 18, 33, and 48 minutes after the hour.
Can I add filters to selectively pull jobs in from ServiceMinder to OCC?
Yes, you can configure the types of appointments in ServiceMinder that are utilized to create a job in OCC. From the integration card for ServiceMinder, there is a Settings Tab that has a set of options entitled “Enable Services”. You can update the dropdown to include ONLY the Services you wish to have enabled.
When the integration runs every 15 minutes it will look for appointments which are scheduled from 1 day ago through the current date and create a corresponding job.
Document Uploads Back to ServiceMinder
Are documents able to be uploaded back to ServiceMinder?
Yes, documents can be pushed back from OCC back to ServiceMinder and attached to the Contact object.
How do I configure when OCC should push back documents to ServiceMinder?
On the integration card for ServiceMinder, there is a Settings Tab that has a set of options entitled “Document Attachment Preferences” where you can configure exactly when documents are attached back to ServiceMinder.
Where are documents uploaded back to ServiceMinder?
Documents are uploaded to the Contact associated with the appointment.
General
Can I configure the Timezone my ServiceMinder organization is set up as?
Yes, on the Settings tab of the ServiceMinder integration card, the first option is “Timezone” which can be adjusted to the appropriate timezone your ServiceMinder is set to. This will ensure that appointments created in OCC are set in the correct timezone.
Note: By default, all organizations default to Eastern Time (US & Canada) unless updated.
What happens when the sync button is pressed on the Integration UI?
Pressing the Sync button on the ServiceMinder integration card kicks off the Initial Sync job which does the following:
- Pulls Users: Looks at ALL ServiceAgent users and pulls and links the users from ServiceMinder to those from OCC (based on email).
- Pulls Services: Pulls a list of available Services from ServiceMinder and stores them locally on the organization. These can be configured to enable filtering on which appointments are utilized to create jobs.
- Pulls Appointments: Pulls appointments for users in OCC which are “actively” mapped between ServiceMinder and OCC.
My job hasn’t shown up in OCC. Is there a way to expedite job creation if I can’t wait until the next 15 minute run?
You can utilize the Sync button to force a synchronization.
Are there any other things to know about Job creation?
Yes, given that the assignment is based upon the “most recent appointment” which has a Service Type that is enabled in the settings tab of the integration.