Cora Knowledge Center

Support

Create Organization Address Book

Cora OpsManager supports an address book that holds email IDs that are suggested to the user at the time of sending a new email from a case. 


Creation of an address book requires enabling the File Listener mechanism to update the address book table in database.

To create an Address Book in Cora OpsManager, do the following.

Create storage

For On-premises server, create a network share folder:

  1. Create a new AddressBook folder in C drive.
  2. To share the AddressBook folder, right click and select Properties.
  3. On the Sharing tab, click Share.
  4. Select the people with whom you need to share the AddressBook folder.

    Note:
    Make sure you give “read” permissions to the user to run the Job Execution Service.

  5. Click Share.
  6. On the properties window, click OK.

For Azure server, create an Azure file storage:

Refer to the Microsoft Azure official site, for steps on creating Azure file storage.

Modify file connection

For On-premises server:

  1. On the Admin console, go to Administration > Global Settings > File Connections, and add new connection.
  2. Choose Network Storage connection and fill in the fields.
    • Connection name: AddressBookConnection
    • Host: the name of the server (go to, This PC > Properties > Computer name) or URL of the network.
    • Base path: path to the sub-folder in the network storage. Should be a shared folder on the server. Make sure the user has permissions on the shared folder. As you cannot store files in the base path (folder), you need to create a sub-folder here to store files.
    • Credential type: Application.
  3. Click Update.

For details, see the article File Listener Activity.

For Azure server:

  1. On the Admin console, go to Administration > Global Settings > File Connections, and add new connection.
  2. Choose Azure File Storage connection, and fill in the fields
    • Connection name: The connection name of your choice.
    • End point: URL to the Azure storage.
    • Base path: Sub-folder at the end point. Should be a shared folder on the server.
    • Credential: The protocol, account name, and account key for your Azure File Storage account. 

      Note:
      If you select this, SAS is not relevant.

    • Shared Access Signature (SAS): Signature that grants limited access, to other clients, to the objects in the storage account (system), without exposing your account key.

      Note:
      If you select this, Credentials is not relevant.

  3. Click Update.

For details, see the article Get File Activity Overview.

Create CSV file

  1. Create a CSV file, and set comma (,) as the delimiter of the file.
  2. Add the Header row columns (in this specific order):
    • EmployeeId
    • EmployeeName
    • EmailAddress
    • Active (True/False)
  3. Save the file in the AddressBook folder that you have created previously.

Modify ICM File Listener

  1. On Admin console, go to Workflows > All Workflows.
  2. Create a copy of ICM File Listener workflow and give it a name.
  3. Edit the File Listener Activity in the newly created workflow.
  4. On the Job tab, add: 
    • Name: name of the job.
    • Job Host: if needed, select the job host from the combo box.
    • Select the job is enabled check box.
  5. Click Next.
  6. On the Command tab, add the following:
    • Connection to File Storage: connection path.
    • Source path: Path to the folder you want to listen to. It is located in the shared folder you have defined while connecting to the external storage system. The source path is appended to the external storage system and base path. 

      Note:
      There are a couple of ways to define the source path. You must use forward slashes (/) in the file name.

  7. Click Next.
  8. On Advance options tab, add the following details:
    • Repeats by: select custom.
    • Set the time (recommended time – 2 a.m.).
    • Set the frequency.
  9. Click Finish.

The File Listener process runs according to the previous setting, and updates the table according to the selected file.

Modify ICM File Logic

  1. On Admin console, go to Workflows > All Workflows.
  2. Open ICM File Logic workflow.
  3. Edit the Get Address Book File activity.
    1. On the wizard, click Next.
    2. Select the newly defined connection, and click Next.
    3. Click Finish.
  4. Edit the “DataModel” activity.
    1. Select Address Book under Files.
    2. Click Edit.
    3. Choose the newly defined connection.
    4. Click Next.
    5. Click Finish.