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📣 Public beta extension releases

iTop Beta program
Guillaume Lajarige
2020-06-22
2021-07-09

  • Guillaume Lajarige

    Guillaume Lajarige - 2020-06-22

    Hi everyone!

    We are pleased to announce a new public beta approach for a number of future extensions.

    Starting today we are opening 2 new extensions repositories to public, the objective is to beta-test them with a wider audience but also to gather your feedbacks and contributions.

    The first extensions allow you to integrate third party chat tools (Intercom and Tawk) directly in your iTop:
    - Intercom integration repository
    - Tawk Integration repository

    We hope to bring new functionnality to the community and stabilise it with your feedbacks, suggestions and pull requests.

    IMPORTANT: When downloading directly from the "Download" button on GitHub, mind to rename the folder after extraction, to remove the "-master" of the main folder.

    Stay safe 😊
    Guillaume

     
    👍
    2

    Last edit: Guillaume Lajarige 2021-04-08

  • Lalit Joshi

    Lalit Joshi - 2020-06-26

    Thanks Guillaume for sharing this awesome work.
    We installed it and start using it internally. Tried all basic use cases as per the documentation provided on repository.
    At present Customer chat to live agents is implemented and it also tracks some event from itop portal. The same feature is also there from back office.
    What we could not see is use case of direct messages between agents through backoffice. Might be this can be part of new enhancement to this, we will try it add this.

    Also is it possible to configure it for multitenant Organization wise? Each Organization can have their own site id and agents.

    We will share more feedbacks as more as we will use it.

     

    Last edit: Lalit Joshi 2020-06-27
    Thumbnail
    chat1.JPG
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    chat2.JPG

    • Guillaume Lajarige

      Guillaume Lajarige - 2020-07-03

      Hello Lalit,

      Thanks for the feedback! We are glad to see you tried it. 😁

      Agent to agent chat
      Regarding the agent to agent chat, unfortunately this is not up to us. Tawk.io only provide a chat from customer to agent; if one day the add such feature it will be automatically enabled in the extension.

      Multi-tenants
      For the multi-tenants thing, I didn't thought about it and it might actually be a great thing! I understand that a customer has a specific organization so it's easy to define which "site id" it should use.

      But for agents, they might need to answer to several customer organizations. Having one iFrame dashlet for each tawk dashboard would be a good enough way to handle this? Each dashboard could be a different entry in the left menu, something like:

      Live chat
- Customer 1
- Customer 2
- Customer 3
...

      What do you think?

      Guillaume

       
      👍
      1

  • Lalit Joshi

    Lalit Joshi - 2020-07-26

    Thanks for replying Guillaume.
    Yes, when an Organization is supporting multiple other Organization as a service provider in this case current Extension is helpful.
    However when Organization are using itop independently in a shared instance in that case it’s a problem. In that they will need separate Live Agents.
    Hope you are getting what i meant to day.
    Best Regards,
    Lali Joshi

     

  • Wilbur van den Hoven

    Wilbur van den Hoven - 2021-01-07

    Hi Guillaume,

    I've installed the tawk integration extension on our iTop but it isn't working.
    The extension is installed and I put this in the config file:

    'combodo-tawk-integration' => array (
    'site_id' => '00000000000000000000',
    'enabled_portals' => array (
      0 => 'backoffice,itop-portal',
    ),
    'allowed_profiles' => array (
      0 => 'Administrator,Portal user',
    ),

    (where00000000000000000000 is my tawk site id of course)

    Still no Tawk icon is showing in teh itop-portal.
    What am I doing wrong?

     

    • Guillaume Lajarige

      Guillaume Lajarige - 2021-01-07

      Hello Wilbur,

      How did you downloaded the extension? If you clicked on the "Code > Download Zip" button on the home page of the GitHub repository, you must rename the folder after the extraction to remove the "-master".

      Meaning that instead of having "combodo-tawk-integration-master", you should have "combodo-tawk-integration". Then run the setup again.

      If you already did that, please share the "support information" content of the "About iTop" window. You will find it in the backoffice, in the "power" menu > "About iTop"

      Hope this helps,
      Guillaume

       

  • Wilbur van den Hoven

    Wilbur van den Hoven - 2021-01-07

    Hi Guillaume,

    Thanks for your quick response.

    After deinstalling the extension, renaming the extension to "combodo-tawk-integration" and installing it again the tawk icon is still not showing.

    The config file is the same as before. Do I have to change anything to the datamodel.combodo-tawk-integration.xml?

    The support info is:
    ===== begin =====
    iTopVersion: 2.7.2-1
    iTopBuild: 6483
    iTopBuildDate: 2020-11-04 17:25:23
    DataModelVersion: 2.7.2
    MySQLVersion: 5.7.32-0ubuntu0.16.04.1
    PHPVersion: 7.4.8
    OSVersion: Linux
    WebServerVersion: Apache/2.4.18 (Ubuntu)
    PHPModules: Core, date, libxml, openssl, pcre, zlib, filter, hash, Reflection, SPL, session, standard, sodium, apache2handler, mysqlnd, PDO, xml, calendar, ctype, curl, dom, mbstring, FFI, fileinfo, ftp, gd, gettext, iconv, imagick, imap, intl, json, ldap, exif, mysqli, pdo_mysql, Phar, posix, readline, shmop, SimpleXML, soap, sockets, sysvmsg, sysvsem, sysvshm, tokenizer, xmlreader, xmlrpc, xmlwriter, xsl, zip, Zend OPcache
    ItopSetting/cron_max_execution_time: 600
    ItopSetting/timezone: Europe/Paris
    PHPSetting/memory_limit: 256M
    PHPSetting/max_execution_time: 600
    PHPSetting/upload_max_filesize: 64M
    PHPSetting/post_max_size: 96M
    MySQLSetting/max_allowed_packet: 301989888
    MySQLSetting/key_buffer_size: 33554432
    MySQLSetting/query_cache_size: 33554432
    MySQLStatus/Key_read_requests: 6
    MySQLStatus/Key_reads: 3
    InstallDate: 2021-01-07 18:17:12
    InstallPath: /var/www/html/vfg/
    ---- Installation choices ----
    InstalledExtension/itop-config-mgmt-core/2.7.2-1
    InstalledExtension/itop-config-mgmt-datacenter/2.7.2-1
    InstalledExtension/itop-config-mgmt-end-user/2.7.2-1
    InstalledExtension/itop-config-mgmt-storage/2.7.2-1
    InstalledExtension/itop-config-mgmt-virtualization/2.7.2-1
    InstalledExtension/itop-service-mgmt-enterprise/2.7.2-1
    InstalledExtension/itop-ticket-mgmt-itil-user-request/2.7.2-1
    InstalledExtension/itop-ticket-mgmt-itil-incident/2.7.2-1
    InstalledExtension/itop-ticket-mgmt-itil-enhanced-portal/2.7.2-1
    InstalledExtension/itop-ticket-mgmt-itil/2.7.2-1
    InstalledExtension/itop-change-mgmt-itil/2.7.2-1
    InstalledExtension/itop-kown-error-mgmt/2.7.2-1
    InstalledExtension/itop-problem-mgmt/2.7.2-1
    InstalledExtension/combodo-gantt-view/1.0.2 (Extensie)
    InstalledExtension/molkobain-portal-mosaic-service-catalog/1.0.0 (Extensie)
    InstalledExtension/molkobain-datacenter-view/1.7.0 (Extensie)
    InstalledExtension/molkobain-markdown-viewer/1.2.0 (Extensie)
    InstalledExtension/knowitop-multi-ldap-auth/2.0.0 (Extensie)
    InstalledExtension/teemip-zone-mgmt/2.6.2 (Extensie)
    InstalledExtension/molkobain-bubble-caselogs/1.3.3 (Extensie)
    InstalledExtension/molkobain-fontawesome5-pack/1.2.0 (Extensie)
    InstalledExtension/combodo-tawk-integration/0.0.1 (Extensie)
    InstalledExtension/molkobain-console-tooltips/1.2.0 (Extensie)
    InstalledExtension/jb-sim/2.6.200506 (Extensie)
    InstalledExtension/molkobain-caselogs-toggler/1.5.1 (Extensie)
    InstalledExtension/itop-standard-email-synchro/3.1.1 (iTop Hub)
    InstalledExtension/combodo-email-synchro/3.2.1 (iTop Hub)
    InstalledExtension/combodo-approval-process-automation/2.0.1 (iTop Hub)
    InstalledExtension/combodo-predefined-response-models/1.1.4 (iTop Hub)
    InstalledExtension/itop-communications/1.1.0 (iTop Hub)
    InstalledExtension/itop-admin-delegation-profiles/0.1.0 (iTop Hub)
    InstalledExtension/teemip-ip-request-mgmt/2.6.1 (iTop Hub)
    InstalledExtension/customer-survey/2.4.2 (iTop Hub)
    InstalledExtension/combodo-dispatch-userrequest/1.1.7 (iTop Hub)
    InstalledExtension/combodo-db-tools/1.0.7 (iTop Hub)
    InstalledExtension/teemip-core-ip-mgmt/2.6.1 (iTop Hub)
    InstalledExtension/combodo-menu-filter/0.1.1 (iTop Hub)
    InstalledExtension/combodo-send-updates-by-email/1.2.0 (iTop Hub)
    InstalledExtension/combodo-pmp-light/1.0.5 (iTop Hub)
    InstalledExtension/teemip-dhcp-mgmt/0.1.1 (iTop Hub)
    InstalledExtension/combodo-data-synchronization-dashboard/1.1.1 (iTop Hub)
    InstalledExtension/combodo-autoclose-ticket/1.0.1 (iTop Hub)
    InstalledExtension/combodo-configurator-for-automatic-object-creation/1.1.2 (iTop Hub)
    InstalledExtension/molkobain-newsroom-provider/1.1.0 (iTop Hub)
    InstalledExtension/combodo-workflow-graphical-view/1.0.0 (iTop Hub)
    InstalledExtension/combodo-dispatch-incident/1.1.6 (iTop Hub)
    InstalledExtension/combodo-archive-manual/1.0.2 (iTop Hub)
    InstalledExtension/combodo-sla-considering-business-hours/2.1.12 (iTop Hub)
    InstalledExtension/combodo-user-actions-configurator/1.3.4 (iTop Hub)
    InstalledExtension/itop-iframe-dashlet/1.0.0 (iTop Hub)
    InstalledExtension/combodo-anonymizer/1.0.1 (iTop Hub)
    ---- Actual modules installed ----
    InstalledModule/approval-base: 3.0.1
    InstalledModule/authent-cas: 2.7.0
    InstalledModule/authent-external: 2.7.0
    InstalledModule/authent-ldap: 2.7.0
    InstalledModule/authent-local: 2.7.1
    InstalledModule/combodo-autoclose-ticket: 1.0.1
    InstalledModule/combodo-db-tools: 2.7.1
    InstalledModule/combodo-email-synchro: 3.2.1
    InstalledModule/combodo-gantt-view: 1.0.2
    InstalledModule/combodo-menu-filter: 0.1.1
    InstalledModule/combodo-tawk-integration: 0.0.1
    InstalledModule/combodo-workflow-graphical-view: 1.0.0
    InstalledModule/itop-attachments: 2.7.1
    InstalledModule/itop-backup: 2.7.1
    InstalledModule/itop-config-mgmt: 2.7.1
    InstalledModule/itop-config: 2.7.0
    InstalledModule/itop-datacenter-mgmt: 2.7.0
    InstalledModule/itop-endusers-devices: 2.7.0
    InstalledModule/itop-files-information: 2.7.1
    InstalledModule/itop-hub-connector: 2.7.0
    InstalledModule/itop-iframe-dashlet: 1.0.0
    InstalledModule/itop-object-copier: 1.3.4
    InstalledModule/itop-portal-base: 2.7.1
    InstalledModule/itop-portal: 2.7.0
    InstalledModule/itop-profiles-itil: 2.7.0
    InstalledModule/itop-sla-computation: 2.7.0
    InstalledModule/itop-standard-email-synchro: 3.1.1
    InstalledModule/itop-stencils: 1.0.6
    InstalledModule/itop-storage-mgmt: 2.7.0
    InstalledModule/itop-tickets: 2.7.0
    InstalledModule/itop-virtualization-mgmt: 2.7.0
    InstalledModule/itop-welcome-itil: 2.7.1
    InstalledModule/jb-sim: 2.6.200506
    InstalledModule/knowitop-multi-ldap-auth: 2.0.0
    InstalledModule/molkobain-fontawesome5-pack: 1.2.0
    InstalledModule/molkobain-handy-framework: 1.6.0
    InstalledModule/molkobain-newsroom-provider: 1.1.0
    InstalledModule/molkobain-portal-mosaic-service-catalog: 1.0.0
    InstalledModule/teemip-network-mgmt: 2.6.1
    InstalledModule/teemip-portal: 2.6.1
    InstalledModule/combodo-anonymizer: 1.0.1
    InstalledModule/combodo-archive-manual: 1.0.2
    InstalledModule/combodo-pmp-light: 1.0.4
    InstalledModule/customer-survey: 2.4.2
    InstalledModule/email-reply: 1.2.0
    InstalledModule/itop-admin-delegation-profiles: 0.1.0
    InstalledModule/itop-approval-portal: 1.0.4
    InstalledModule/itop-bridge-virtualization-storage: 2.7.0
    InstalledModule/itop-change-mgmt-itil: 2.7.0
    InstalledModule/itop-core-update: 2.7.1
    InstalledModule/itop-incident-mgmt-itil: 2.7.0
    InstalledModule/itop-knownerror-mgmt: 2.7.0
    InstalledModule/itop-legacy-search-base: 1.0.0
    InstalledModule/itop-problem-mgmt: 2.7.0
    InstalledModule/itop-request-mgmt-itil: 2.7.0
    InstalledModule/itop-service-mgmt: 2.7.1
    InstalledModule/itop-synchro-dashboard: 1.1.1
    InstalledModule/molkobain-bubble-caselogs: 1.3.3
    InstalledModule/molkobain-caselogs-toggler: 1.5.1
    InstalledModule/molkobain-console-tooltips: 1.2.0
    InstalledModule/molkobain-datacenter-view: 1.7.0
    InstalledModule/molkobain-markdown-viewer: 1.2.0
    InstalledModule/precanned-replies: 1.1.5
    InstalledModule/teemip-ip-mgmt: 2.6.1
    InstalledModule/teemip-ipv6-mgmt: 2.6.1
    InstalledModule/teemip-newsroom-provider: 1.0.0
    InstalledModule/teemip-request-mgmt: 2.6.1
    InstalledModule/teemip-webservices: 2.6.1
    InstalledModule/teemip-zone-mgmt: 2.6.2
    InstalledModule/combodo-dispatch-incident: 1.1.6
    InstalledModule/combodo-dispatch-userrequest: 1.1.7
    InstalledModule/combodo-sla-computation: 2.3.0
    InstalledModule/itop-communications: 1.1.0
    InstalledModule/itop-full-itil: 2.7.0
    InstalledModule/precanned-replies-pro: 1.0.5
    InstalledModule/teemip-config-mgmt-adaptor: 2.6.1
    InstalledModule/teemip-datacenter-mgmt-adaptor: 2.6.1
    InstalledModule/teemip-dhcp-mgmt: 0.1.1
    InstalledModule/teemip-endusers-devices-adaptor: 2.6.1
    InstalledModule/teemip-storage-mgmt-adaptor: 2.6.1
    InstalledModule/teemip-virtualization-mgmt-adaptor: 2.6.1
    InstalledModule/combodo-approval-extended: 1.3.0
    InstalledModule/combodo-coverage-windows-computation: 2.0.4
    ===== end =====

    Hope you can find something.

    Thanks

    Greetz Wilbur

     

  • Guillaume Lajarige

    Guillaume Lajarige - 2021-04-08

    Hello everyone,

    Thanks to the community feedbacks, we made a new beta version of the Tawk.to integration that fixes the wrong Widget ID in the URL. It also allows to use the "Secure mode" if you activate it on the tawk.to dashboard.

    Note that there seems to be a problem with Tawk.to API to pass the current user name / email to the tawk.to dashboard, a support ticket has been opened with them, we will let you know.

    Take care 😊
    Guillaume

     

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