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Ticket Exchange Onboarding Guide


Topic Last Modified: 2013-06-16

Ticket Exchange platform offers selected customers and partners the ability to integrate internal helpdesk or incident management systems (IMS) with Microsoft’s Support Systems to enable bi-directional exchange of support ticket information. Ticket Exchange utilizes a central integration platform which is hosted in Windows Azure as a cloud based service. Both Microsoft and customer/partner systems integrate directly with the Ticket Exchange Platform (TEP), which manages validation, transformation, and delivery of messages between parties.

Onboarding to the ticket exchange platform requires technical integration with the platform. The purpose of this document is to provide the information and technical details required to accomplish the integration and complete the onboarding process.

The Ticket Exchange onboarding process involves resources from both the customer and Microsoft who will work together to build, test, and deploy a new customer integration with the Ticket Exchange Platform (TEP). The process includes the following steps:

  1. Initiation and Planning

    1. Integration Overview – Microsoft provides an overview of the Ticket Exchange program. This discussion includes a high-level presentation of technical integration requirements and option. Other aspects which customers and partners may need to know in order to make a decision regarding moving forward with platform integration are also discussed.

    2. Analysis and Design: Define Integration Approach – There are a number of options for technical integration with the Ticket Exchange platform, and these are called out in this document. The objective here is to determine which options provide the best fit for the customer and document these decisions so that the platform can be configured to support the integration effort.

    3. Analysis and Design: Define Customer Mapping Requirements – There may be some transformation maps which must be defined for the customer for installation on the platform. These customer specific maps are generally used to aid the integration effort, reducing the scope and complexity of integration work required of the customer.

    4. Define Schedule – A schedule for the integration project is defined which includes the following key milestones:

      • Analysis and Design Complete

      • Staging Environment Configuration Complete

      • Development Complete

      • End-to-End Test Period

      • Go Live

  2. Development

    1. Microsoft

      • Define Customer Specific Transformation Maps – Mapping requirements defined as part of the analysis and design phase are defined in a format that is deployable to the TEP platform.

      • Deploy Customer Configuration to Staging - The TEP staging environment must be configured to support each customer. This includes deployment of customer specific transformation maps as well as definition of other elements of customer configuration including integration methods and customer endpoints. Once configured, a customer can interact with the platform for development and testing purposes.

    2. Customer

      • Develop Platform Integration – Integration work usually involves the following:

        • Integration with TEP endpoints

        • Exposure of new customer hosted Ticket Exchange endpoints

        • Implementation of user facing logic for initiation of new ticket exchange conversation

  3. Test and Bug Fix – End-to-end testing involves resources from both the customer and Microsoft, and therefore must be scheduled in advance to ensure resource availability. The duration of this test period is generally planned for 4 weeks, however, actual duration is highly dependent on the quality and level of the integration logic.

  4. Go Live – At the successful completion of end-to-end testing, the customer’s configuration in TEP is promoted from the staging to the live environment. The customer integration logic can then be pointed at the live environment endpoints. Limited smoke testing is done in the live environment to ensure all functionality is working properly.

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