Use this screen to add social media profiles to the system. The social media profile management screen is available in the Social Media Profiles module of the Communication & Notifications group.
Manage Facebook Profiles
To add a Facebook profile:
Select Facebook from the Actions widget in the left sidebar.
Fill in the required fields in the General widget.
- Name *
The name of this resource. Must be unique and only accept alphabetic and numeric characters. The name will be displayed in the overview table.
- Description
Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table.
Click on the Save button and follow the instruction steps. You have to save the entered data between all steps.
Read the instructions and create the necessary Facebook resources.
Add the access keys.
- App ID *
Paste the “App ID”. This is located in basic settings of the Facebook App.
- App Secret *
Reveal and paste the “App Secret”. This is located in basic settings of the Facebook App.
- Access Token *
Paste the generated token from your Facebook App.
Click on the Check Access button to test the configuration.
Click on the Check Permissions button to test the permissions.
Setup Facebook webhooks for the app.
Select the Use production mode checkbox if the Facebook app is ready for use in production.
Click on the Verify webhook setup button to test the configuration.
- Select a target queue and add automatic response for the messages from Facebook.
- Target Queue *
- Select the queue used for incoming entities.
- Auto Response
- Add an automatic response used for incoming direct messages. Click on the checkbox to enable it.
- Click on the Save or Save and Finish button.
Warning
Social media profiles can not be deleted from the system. They can only be deactivated by setting the Validity option to invalid or invalid-temporarily.
To edit a Facebook profile:
- Click on a Facebook profile in the list of social media profiles.
- Modify the fields. Use the Previous Step and the Next Step buttons to navigate between the steps.
- Click on the Save or Save and finish button.
Note
If several social media profiles are added to the system, use the filter box to find a particular social media profile by just typing the name to filter.
Manage LinkedIn Profiles
To add a LinkedIn profile:
Select LinkedIn from the Actions widget in the left sidebar.
Fill in the required fields in the General widget.
- Name *
The name of this resource. Must be unique and only accept alphabetic and numeric characters. The name will be displayed in the overview table.
- Description
Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table.
Click on the Save button and follow the instruction steps. You have to save the entered data between all steps.
Read the instructions and create the necessary LinkedIn resources.
Configure the application.
- Client ID *
Paste the “Client ID”. This is located in auth settings of the LinkedIn App.
- Client Secret *
Reveal and paste the “Client Secret”. This is located in auth settings of the LinkedIn App.
- Organization ID *
You should go to the assigned LinkedIn organization page (as an administrator) and then you can get the organization ID from the current URL in the browser: “https://www.linkedin.com/company/{OrganizationID}/admin/“.
Click on the Save button to test the configuration.
Click on the Approve Application button to test the permissions.
Once redirected, you will be presented with a LinkedIn’s authentication screen. This identifies your application and outlines the particular member permissions that your application is requesting. By providing valid LinkedIn credentials and clicking “Allow“, you approves the application’s request to access the member data and interact with LinkedIn on their behalf. This approval instructs LinkedIn to redirect you to the callback URL that you defined before.
The expire date for the refresh token. The refresh token is used to generate a new access token until the expire date is reached. However, LinkedIn reserves the right to revoke Refresh Tokens or Access Tokens at any time due to technical or policy reasons. In both situations you need to do the authentication step again and afterwards you can generate a new access token and refresh token.
Note
For security reasons, the authorization code expires in one year. A notification will be displayed in the administrator interface 1 month before the refresh token will expire with a link to the profile management.
Click on the Check Access button to fetch all needed information from LinkedIn.
Click on the Save or Save and Finish button.
Warning
Social media profiles can not be deleted from the system. They can only be deactivated by setting the Validity option to invalid or invalid-temporarily.
To edit a LinkedIn profile:
- Click on a LinkedIn profile in the list of social media profiles.
- Modify the fields. Use the Previous Step and the Next Step buttons to navigate between the steps.
- Click on the Save or Save and finish button.
Note
If several social media profiles are added to the system, use the filter box to find a particular social media profile by just typing the name to filter.
Limit User Access to Profiles
In case you would like to limit the user access to a certain social media profile, you can use the Access Control Lists (ACL).
In the following example, we restrict the access of members of the group facebook
to a Facebook page profile with relevant views. This guide assumes that you have already created this group and assigned users with rw permissions to it.
To identify the profile ID:
Go to the Social Media Profiles module in the administrator interface.
Select the target profile in the list you would like to limit the access to.
Identify the ID
of the current profile in the URL of the current page. In our case, the ID
is 1.
...;ProfileType=Facebook;ID=1
To create an ACL:
- Go to the Access Control Lists (ACL) module in the administrator interface.
- Click on the Create New ACL button in the left sidebar.
- Fill in the required Name field with a suitable text.
- Set Validity to valid.
- Click on the Save button.
To edit and deploy the ACL:
Click in the Match settings field in the Edit ACL structure widget, and select Properties
.
Click in the field below Properties and select User
.
Type in Group_rw
in the empty box below User.
Select Negative Exact Match
from the drop-down list below Group_rw and enter the name of the group in the empty field next to it. In this example this is facebook
.
Click in the field Change settings and select PossibleNot
.
Click in the field below PossibleNot and select Ticket
.
Type in FacebookProfileID
in the empty box below Ticket.
In the empty box below FacebookProfileID type in the identified value of the profile. In our case, this is 1.
Click on the Save and finish button.
Click on the Deploy ACLs button in the left sidebar.
From now on, a user who is not member of the group facebook
will no longer have access to the page profile with the ID 1 in the Facebook Page field on the corresponding screens.
In case of a Twitter account, use a different group name (e.g. twitter
) and use TwitterProfileID
for the field name in step 7 of the ACL creation.
Social Media Profiles¶
Note
This feature is available only for managed customers. A special contract is needed to use this feature.
Social media profile integration makes it possible to connect OTRS with social media channels. This allows agents to send and receive messages and communicate with social media users like with customer users. This feature stores the messages in the tickets as articles.
Use this screen to add social media profiles to the system. The social media profile management screen is available in the Social Media Profiles module of the Communication & Notifications group.
Profile Configuration Management Screen
Manage Facebook Profiles¶
To add a Facebook profile:
Select Facebook from the Actions widget in the left sidebar.
Fill in the required fields in the General widget.
General Widget
The name of this resource. Must be unique and only accept alphabetic and numeric characters. The name will be displayed in the overview table.
Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table.
Click on the Save button and follow the instruction steps. You have to save the entered data between all steps.
Read the instructions and create the necessary Facebook resources.
Step 1: Setup Facebook Developer Account And App
Add the access keys.
Step 2: Access Keys
Paste the “App ID”. This is located in basic settings of the Facebook App.
Reveal and paste the “App Secret”. This is located in basic settings of the Facebook App.
Paste the generated token from your Facebook App.
Click on the Check Access button to test the configuration.
Click on the Check Permissions button to test the permissions.
Step 3: Access Permission Check
Setup Facebook webhooks for the app.
Step 4: Setup Webhook
Select the Use production mode checkbox if the Facebook app is ready for use in production.
Click on the Verify webhook setup button to test the configuration.
Warning
Social media profiles can not be deleted from the system. They can only be deactivated by setting the Validity option to invalid or invalid-temporarily.
To edit a Facebook profile:
Note
If several social media profiles are added to the system, use the filter box to find a particular social media profile by just typing the name to filter.
Manage LinkedIn Profiles¶
To add a LinkedIn profile:
Select LinkedIn from the Actions widget in the left sidebar.
Fill in the required fields in the General widget.
General Widget
The name of this resource. Must be unique and only accept alphabetic and numeric characters. The name will be displayed in the overview table.
Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table.
Click on the Save button and follow the instruction steps. You have to save the entered data between all steps.
Read the instructions and create the necessary LinkedIn resources.
Step 1: Setup LinkedIn App
Configure the application.
Step 2: Authentication Setup
Paste the “Client ID”. This is located in auth settings of the LinkedIn App.
Reveal and paste the “Client Secret”. This is located in auth settings of the LinkedIn App.
You should go to the assigned LinkedIn organization page (as an administrator) and then you can get the organization ID from the current URL in the browser: “https://www.linkedin.com/company/{OrganizationID}/admin/“.
Click on the Save button to test the configuration.
Click on the Approve Application button to test the permissions.
Once redirected, you will be presented with a LinkedIn’s authentication screen. This identifies your application and outlines the particular member permissions that your application is requesting. By providing valid LinkedIn credentials and clicking “Allow“, you approves the application’s request to access the member data and interact with LinkedIn on their behalf. This approval instructs LinkedIn to redirect you to the callback URL that you defined before.
Step 3: Request an Authorization Code and generate Access Token
The expire date for the refresh token. The refresh token is used to generate a new access token until the expire date is reached. However, LinkedIn reserves the right to revoke Refresh Tokens or Access Tokens at any time due to technical or policy reasons. In both situations you need to do the authentication step again and afterwards you can generate a new access token and refresh token.
Note
For security reasons, the authorization code expires in one year. A notification will be displayed in the administrator interface 1 month before the refresh token will expire with a link to the profile management.
Click on the Check Access button to fetch all needed information from LinkedIn.
Step 4: Access Permission Check
Click on the Save or Save and Finish button.
Warning
Social media profiles can not be deleted from the system. They can only be deactivated by setting the Validity option to invalid or invalid-temporarily.
To edit a LinkedIn profile:
Note
If several social media profiles are added to the system, use the filter box to find a particular social media profile by just typing the name to filter.
Manage Twitter Profiles¶
To add a Twitter profile:
Select Twitter from the Actions widget in the left sidebar.
Fill in the required fields in the General widget.
General Widget
The name of this resource. Must be unique and only accept alphabetic and numeric characters. The name will be displayed in the overview table.
Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table.
Click on the Save button and follow the instruction steps. You have to save the entered data between all steps.
Read the instructions and create the necessary Twitter resources.
Step 1: Setup Twitter Developer Account
Add the Twitter app name.
Step 2: Twitter App Name
Enter a Twitter app name.
Add the consumer API keys.
Step 3: Access Permissions
Copy and paste your consumer key from the consumer API key section of the Twitter app.
Copy and paste your consumer secret from the consumer API key section of the Twitter app.
Add the access token.
Step 4: Access Token
Copy and paste your access token from the Twitter app.
Copy and paste your access token secret from the Twitter app.
Click on the Verify Credentials button to test the configuration.
Step 5: Credentials Verification
Warning
Social media profiles can not be deleted from the system. They can only be deactivated by setting the Validity option to invalid or invalid-temporarily.
To edit a Twitter profile:
Note
If several social media profiles are added to the system, use the filter box to find a particular social media profile by just typing the name to filter.
Limit User Access to Profiles¶
In case you would like to limit the user access to a certain social media profile, you can use the Access Control Lists (ACL).
In the following example, we restrict the access of members of the group
facebook
to a Facebook page profile with relevant views. This guide assumes that you have already created this group and assigned users with rw permissions to it.To identify the profile ID:
Go to the Social Media Profiles module in the administrator interface.
Select the target profile in the list you would like to limit the access to.
Identify the
ID
of the current profile in the URL of the current page. In our case, theID
is 1.To create an ACL:
To edit and deploy the ACL:
Click in the Match settings field in the Edit ACL structure widget, and select
Properties
.Click in the field below Properties and select
User
.Type in
Group_rw
in the empty box below User.Select
Negative Exact Match
from the drop-down list below Group_rw and enter the name of the group in the empty field next to it. In this example this isfacebook
.Click in the field Change settings and select
PossibleNot
.Click in the field below PossibleNot and select
Ticket
.Type in
FacebookProfileID
in the empty box below Ticket.In the empty box below FacebookProfileID type in the identified value of the profile. In our case, this is 1.
ACL Rule to Limit Access to Facebook Profile
Click on the Save and finish button.
Click on the Deploy ACLs button in the left sidebar.
From now on, a user who is not member of the group
facebook
will no longer have access to the page profile with the ID 1 in the Facebook Page field on the corresponding screens.In case of a Twitter account, use a different group name (e.g.
twitter
) and useTwitterProfileID
for the field name in step 7 of the ACL creation.