{"id":1217,"date":"2022-05-27T17:22:19","date_gmt":"2022-05-27T15:22:19","guid":{"rendered":"https:\/\/docs.donetonic.com\/?p=1217"},"modified":"2023-02-23T09:24:26","modified_gmt":"2023-02-23T08:24:26","slug":"integration-with-servicetonic","status":"publish","type":"post","link":"https:\/\/docs.donetonic.com\/en\/integration-with-servicetonic\/","title":{"rendered":"Integration with ServiceTonic"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:var(--awb-color3);border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-center fusion-flex-justify-content-center\" style=\"max-width:1040px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><style type=\"text\/css\">.fusion-breadcrumbs.fusion-breadcrumbs-1{font-size:14px;}.fusion-breadcrumbs.fusion-breadcrumbs-1 span a:hover{color:var(--awb-color3) !important;}.fusion-breadcrumbs.fusion-breadcrumbs-1{color:var(--awb-color3);}.fusion-breadcrumbs.fusion-breadcrumbs-1 a{color:var(--awb-color3);}<\/style><div class=\"fusion-breadcrumbs fusion-breadcrumbs-1\"><span class=\"fusion-breadcrumb-item\"><a href=\"https:\/\/docs.donetonic.com\/en\/\" class=\"fusion-breadcrumb-link\"><span >Home<\/span><\/a><\/span><span class=\"fusion-breadcrumb-sep\">\/<\/span><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-0{width:100% !important;margin-top : 20px;margin-bottom : 20px;}.fusion-builder-column-0 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-1{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:var(--awb-color3);border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-center fusion-flex-justify-content-center\" style=\"max-width:1040px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;background-color:#ffffff;padding: 30px 30px 30px 30px;\"><div class=\"fusion-text fusion-text-1\"><h2>Integration with ServiceTonic<\/h2>\n<p>Services and Projects are two distinct, but in many cases related, management domains. The bi-directional integration between ServiceTonic and DoneTonic simplifies and adds value to both areas, bringing together the best of Service Management (Service Desk \/ ITSM) and Agile Project Management (Scrum \/ Kanban \/ Scrumban).<\/p>\n<p>You can open new tasks or PBIs in DoneTonic automatically whenever a new ticket is opened or modified in ServiceTonic according to your personal customization, and also determine status changes on both items whenever one of them is finished or canceled. You will also be able to see the corresponding ServiceTonic ticket information directly from DoneTonic, and vice versa.<\/p>\n<p>Configuration must be made on both DoneTonic and ServiceTonic sides. First, you need to configure the connection between both, and then customize the integration.<\/p>\n<p><strong>Connectivity configuration<\/strong><\/p>\n<p>To start the connection between the two platforms, navigate to the <strong>Integrations<\/strong> menu, which you can find by expanding the <strong>Administration<\/strong> menu on the left side menu. You will need to be an administrator in order to see this option.<\/p>\n<p><img decoding=\"async\" class=\"size-medium wp-image-1230 aligncenter\" src=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-300x214.png\" alt=\"\" width=\"300\" height=\"214\" srcset=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-200x142.png 200w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-300x214.png 300w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-400x285.png 400w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones.png 510w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/p>\n<p>In this screen you can find the following fields containing connectivity information you will need to input in ServiceTonic.<\/p>\n<p><img decoding=\"async\" class=\" wp-image-1228 aligncenter\" src=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-2-248x300.png\" alt=\"\" width=\"332\" height=\"402\" srcset=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-2-200x242.png 200w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-2-248x300.png 248w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-2-400x485.png 400w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-2.png 454w\" sizes=\"(max-width: 332px) 100vw, 332px\" \/><\/p>\n<p>On the right side there are the fields to fill in with ServiceTonic\u2019s side information. To find this information, go into ServiceTonic and to <strong>Administration &gt; Service Desk &gt; External Systems Integration<\/strong>, and select the second tab on the top <strong>DoneTonic Integrators<\/strong>. Here you will find the information you need to fill in on the DoneTonic side.<\/p>\n<p><img decoding=\"async\" class=\" wp-image-1226 aligncenter\" src=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-3-300x283.png\" alt=\"\" width=\"338\" height=\"319\" srcset=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-3-200x189.png 200w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-3-300x283.png 300w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-3-400x377.png 400w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-3.png 510w\" sizes=\"(max-width: 338px) 100vw, 338px\" \/><\/p>\n<p>And in the same way, on the right side you can find the fields you need to fill in with DoneTonic\u2019s information.<\/p>\n<p>There are two fields at the bottom which customize the integration: <strong>Remote close status<\/strong>, where you can define to which status will ServiceTonics tickets be set to if their respective DoneTonic task or PBI is closed; and <strong>Template for remote viewing<\/strong>, where you can select a ticket html template you will be able to access directly from DoneTonic in a task or PBI detail view.<\/p>\n<p><img decoding=\"async\" class=\" wp-image-1224 aligncenter\" src=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-4-300x72.png\" alt=\"\" width=\"692\" height=\"166\" srcset=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-4-200x48.png 200w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-4-300x72.png 300w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-4-400x97.png 400w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-4-600x145.png 600w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-4-768x185.png 768w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-4-800x193.png 800w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-4-1024x247.png 1024w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-4.png 1131w\" sizes=\"(max-width: 692px) 100vw, 692px\" \/><\/p>\n<p>Once both sides are filled, you can test and save the connection.<\/p>\n<p><strong>Integration customization<\/strong><\/p>\n<p>Now that the connection is established you can choose which specific projects (for PBI creation) or kanban boards (for task creation) will be integrated on DoneTonic\u2019s side.<\/p>\n<p>For projects, go to the <strong>Project<\/strong> configuration by expanding it on the left side menu, and also the Configuration menu. Once in there, turn on the switch marked as <strong>Integrable with ServiceTonic<\/strong>.<\/p>\n<p><img decoding=\"async\" class=\" wp-image-1222 aligncenter\" src=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-5-300x199.png\" alt=\"\" width=\"412\" height=\"273\" srcset=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-5-200x133.png 200w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-5-300x199.png 300w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-5-400x265.png 400w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-5-600x398.png 600w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-5.png 730w\" sizes=\"(max-width: 412px) 100vw, 412px\" \/><\/p>\n<p>For kanban boards, just click on the three dots next to its name on the left side menu, and click on <strong>Edit<\/strong>. On that dialog, click on Integrable with ServiceTonic. Now you will be able to find it while customizing the ServiceTonic side configuration.<\/p>\n<p><img decoding=\"async\" class=\" wp-image-1220 aligncenter\" src=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-6-300x250.png\" alt=\"\" width=\"316\" height=\"263\" srcset=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-6-200x167.png 200w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-6-300x250.png 300w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-6-400x333.png 400w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-6.png 492w\" sizes=\"(max-width: 316px) 100vw, 316px\" \/><\/p>\n<p>If a ticket in ServiceTonic is canceled before its related task or PBI is finished, DoneTonic will cancel them automatically. In order to do this, you just need to configure one of your statuses with the flag Canceled. Find more information about status configuration <a href=\"https:\/\/docs.donetonic.com\/en\/statuses\/\">here<\/a>.<\/p>\n<p>On ServiceTonic\u2019s side, you will be able to configure under which conditions you want a task or PBI created or canceled by using the full capabilities offered by the business rules engine. This means you can set a task or PBI to be created when a new ticket is created in ServiceTonic, or whenever it has reached a specific status, or has been assigned to the development team, just as some examples.<\/p>\n<p>Simply create your business rules as usual and in the <strong>Action<\/strong> field you will find actions for creating a task, creating a PBI, and for canceling any of the two. You can find out more about business rules usage in ServiceTonic\u2019s knowledge base.<\/p>\n<p><img decoding=\"async\" class=\" wp-image-1218 aligncenter\" src=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-7-300x232.png\" alt=\"\" width=\"366\" height=\"283\" srcset=\"https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-7-200x155.png 200w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-7-300x232.png 300w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-7-400x309.png 400w, https:\/\/docs.donetonic.com\/wp-content\/uploads\/2022\/05\/integraciones-7.png 587w\" sizes=\"(max-width: 366px) 100vw, 366px\" \/><\/p>\n<p>You will also find a new set of fields available to use on the page design menu, so you can track the task\/PBI\u2019s status or due date in real time directly from ServiceTonic\u2019s ticket.<\/p>\n<\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-1{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-1 > .fusion-column-wrapper {padding-top : 30 !important;padding-right : 30 !important;margin-right : 1.92%;padding-bottom : 30 !important;padding-left : 30 !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-1{width:100% !important;order : 0;}.fusion-builder-column-1 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-1{width:100% !important;order : 0;}.fusion-builder-column-1 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-2{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12],"tags":[],"class_list":["post-1217","post","type-post","status-publish","format-standard","hentry","category-features"],"_links":{"self":[{"href":"https:\/\/docs.donetonic.com\/en\/wp-json\/wp\/v2\/posts\/1217","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/docs.donetonic.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/docs.donetonic.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/docs.donetonic.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/docs.donetonic.com\/en\/wp-json\/wp\/v2\/comments?post=1217"}],"version-history":[{"count":3,"href":"https:\/\/docs.donetonic.com\/en\/wp-json\/wp\/v2\/posts\/1217\/revisions"}],"predecessor-version":[{"id":1538,"href":"https:\/\/docs.donetonic.com\/en\/wp-json\/wp\/v2\/posts\/1217\/revisions\/1538"}],"wp:attachment":[{"href":"https:\/\/docs.donetonic.com\/en\/wp-json\/wp\/v2\/media?parent=1217"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/docs.donetonic.com\/en\/wp-json\/wp\/v2\/categories?post=1217"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/docs.donetonic.com\/en\/wp-json\/wp\/v2\/tags?post=1217"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}