MultiDados

MultiDados (MultidadosTI) is a service desk: the requests are tickets (ocorrências), the people who serve them are operators, and the tickets are in groups (divisions). The Gateway speaks with the MultiDados of your company through its API 3.0.

MultiDados does not know which person uses the assistant, because the Gateway signs in with the credentials of the company. So Basement does the control: each member is linked to a MultiDados operator, and the agents of that member see and act on only the tickets of that operator. An admin can share more.

What the assistant does

A scheduled action becomes a task on the Tasks board of the member. See Tasks.

Step 1: the admin configures MultiDados (one time)

In Connections, on the MultiDados card, click Configure.

1. MultiDados address: for example https://yourcompany.multidadosti.com.br.
2. API token: ask MultiDados, or the admin of your MultiDados, for an API 3.0 token (the Authorization-Token used at /api), with the API enabled for the account.
3. API user (optional): the token already has a MultiDados login, and Basement writes with that login. Fill in the web-service user and password (usuario_ws / senha_ws) only if the writes must go out with a different login.

Click Save. The Gateway tests the token and tells the result:

• Configured: reads and writes with the login of the token.
• Configured as read-only: MultiDados did not accept the login of the token for writes. Add an API user to enable writes.

Step 2: each person connects their operator

In Connections, on the MultiDados card, click Connect my account. Basement looks for an active operator with your e-mail.

• It found one: the card shows Connected to MultiDados as (your name).
• It found none, or more than one: click Ask an admin to link me. The admin links your account to the correct operator in MultiDados access, and Basement tells you by e-mail.

The MultiDados account is always personal. It cannot be shared with the organization.

What each person sees

By default, the agents of a member reach only the tickets of that member: the ones they serve, the ones they are responsible for, the ones forwarded to them and the ones they opened.

An admin extends this for each member, in Connections, on the MultiDados card, in MultiDados access:

Example questions

• “Which of my tickets have been open for more than 3 days?”
• “Summarize ticket 10452 with the last contact of the client.”
• “Reply to ticket 10452: ‘Update applied, please validate.’” (needs read and write)
• “Schedule for tomorrow at 9:00 a reply on 10452 that asks the client for feedback.” (needs read and write)

If it does not work