Connect with Radiant Service Desk

Integration connects the local Radiant Service Desk system to ChatRex. New messages can come as a source, and bot responses can be published in the application as a channel.

Before connecting n

• Create a separate user integration in Radiant with the minimum necessary rights.
• Prepare the external HTTPS connector address;
• Make sure that the server can receive outgoing and incoming HTTPS requests.

Connector installation

1. In ChatRex, open the Radiant Service Desk card.
2. Download the prepared connector package.
3. Install the package in Radiant Service Desk on the instructions of the administrator of your version.
4. In the connector settings, create or copy an API token.
5. Write down the HTTPS URL of the installed connector.

Connecting to ChatRex

1. Specify the HTTPS URL of the ChatRex connector in Radiant.
2. Insert the API connector token.
3. Press Connect and wait for the version and connector features to be checked.
4. Check if the desired modes are enabled: New messages as source and Public responses as channel.
5. Copy the webhook URL and the secret of HMAC SHA-256.
6. Set up sending outgoing events in the Radiant connector.

The secret of HMAC is revealed once. Keep it in secure storage. The connector signs the event body and transmits the installation ID; changed or unsigned events are rejected by ChatRex.

Opportunities

• receipt of the application and its correspondence;
• Adding an internal note;
• change of status and priority;
• appointment of the queue or performer;
• Transfer of the application to the operator with a brief summary.

The actual set of operations depends on the version and capabilities of the installed connector. If the desired possibility is not declared by the connector, the corresponding action cannot be performed.

Actions bot

The setup of operations is described in the article Actions Radiant Service Desk.

Verification

1. Create a test application in Radiant.
2. Check to receive the message in ChatRex.
3. Add an internal note and change the status of the test application.
4. If a channel is turned on, send a public response and check it with Radiant.

Shutdown

Disable integration in ChatRex, then revoke the API token and delete the webhook settings in the Radiant connector.