This guide explains how to integrate Mavenoid with Epicor Kinetic to manage customer support through the Epicor REST API V2 using the Erp.BO.HelpDeskSvc API. You can create cases and attach related tasks and logs.

Requirments

• Admin Access To Mavenoid: If you do not have admin permissions, please reach out to your Mavenoid representative.

• Epcior API Key: Key to authenticate API requests.

• Username and Password: Credentials for an Epicor user with appropriate permissions.

Configure the Integration

Epicor implementations can vary, so consult Epicor documentation as needed.

Use the Call External API action to configure the integration. If a Web Application Firewall (WAF) is in place and IP whitelisting is necessary, the Custom JavaScript action action can be used instead.

1. Set Up Authentication:
   Store your API Key and base64-encoded username:password as secrets in Mavenoid. Include these secrets in API headers:

   • X-API-Key: {{ $secrets["API_KEY"] }}

   • Authorization: Basic {{ $secrets["USER_CREDENTIALS"] }}

2. Create Case in Epicor:
   Send a POST request to https://{server}/KineticLive/api/v2/odata/{company}/Erp.BO.HelpDeskSvc/HelpDesks with required case details.

3. Create Tasks in Epicor:
   To advance the case workflow, use a POST request to https://{server}/KineticLive/api/v2/odata/{company}/Erp.BO.TaskSvc/Tasks, including fields like TaskID, TaskSeqNum, NextTaskSeq, and Completed.

4. Create Logs in Epicor:
   Use a POST request to https://{server}/KineticLive/api/v2/odata/{company}/Erp.BO.CRMCallSvc/CRMCalls to add logs or case notes.

5. Close Case:
   Close cases by creating a closing task with "WFCompleteAllowed": true and "WorkflowComplete": true. Be sure that all task stages are completed as required by Epicor’s workflow.

Note: Some fields may be mandatory at each integration stage.

For more details, consult your API documentation in Epicor.