Additional Information
Related documents
Brochure (pdf)
Supportworks ESP - An integrated support platform for the enterprise
Product sheet (pdf)
Supportworks Integration Connectors Overview
Product sheet (pdf)Success stories
Related news
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Product Review (pdf)
Product sheet (pdf)
White Paper (pdf)Enterprise Class Integration to protect your investment
Hornbill's integration strategy focuses on common open standards, ensuring maximum integration options between Supportworks ESP and other enterprise systems. One of the key strengths of applications built using the Supportworks ESP platform is the ability to consolidate access to multiple systems and data sources to present both the user and customer with a single, consistent user interface, removing the need to access many different desktop applications.
Enterprise Database Connectivity
Supportworks ESP is designed to be database independent and works with all common database platforms including MS SQL, Oracle, Sybase, MySQL and most ANSI compatible SQL servers that provide an ODBC 3.x compliant driver.
Built-in Integration Capability
Supportworks ESP has a host of integration capability built into the product as standard. Through the use of server-side scripts, almost every open standard protocol and API is available to be used by your solution.
Key Integration Features...
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Web Services - Supportworks ESP can be configured to make use of known or published web services using any combination of XML-RPC, WDDX or SOAP, to access data or perform actions as part of the overall workflow. In addition, actions that Supportworks ESP is configured to perform can be published as Web Services allowing other systems to interact with your Supportworks solution, making Supportworks ESP an ideal participant within an Enterprise SOA (Service-Oriented Architecture) environment.
Computer Telephony Integration (CTI) - Supportworks ESP has a built-in CTI interface using industry standard TAPI. Any telephone system that provides a TAPI 2.1 or better driver will work with Supportworks. CTI is simply enabled if required and provided both speed dialling and screen popping on incoming calls.
Industry Standard Database Access - Supportworks ESP has the ability to access and query any number of databases besides its own. This is vital for integrating with other business systems. Supportworks ESP can use ODBC, SQLNet, MS SQL, Oracle OCI and MySQL.
Industry Standard Communications - Supportworks ESP has complete built-in support for all of the industry-standard communications protocols for general messaging. IMAP, SMTP, POP3, LDAP as well as vendor-specific interfaces including MAPI and VIM.
Single Sign-On - Supportworks ESP is able to support a number of different authentication methods including NT Domain, Active Directory, Novell NDS and LDAP. Authentication method is set on a per-user basis giving you the flexibility to have different Supportworks users being authenticated on different systems depending on your organisations exact requirements.
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Out-of-the-box Integration Connectors
A range of pre-packaged integration connectors are also available to enable integration with most common Enterprise Automation and Data solutions, Network Management and productivity applications. Click here for more details.
Read about Hornbill's IT Help Desk & Support software and ITIL-compatible IT Service Management solution.
