##### Cerberus Helpdesk Module Configuration

Parallels Business Automation - Standard provides integration with the Cerberus Helpdesk (administrator GUI) and Cerberus Support Center (customer trouble ticket tracking tool).

In case the Cerberus Support Center is enabled, you can specify the path to it in the Helpdesk-side module configuration file and this will provide the transparent logging in to the Support Center for your customers (i.e., directly from the Parallels Business Automation - Standard customer Control Panel to a customer trouble tickets at Cerberus Support Center, without the need for a customer to enter login).

Example of Cerberus and Helpdesk-side module files location:

Directory | Description
.../ | Web server document root directory
/cerberus-gui/ | Cerberus GUI home directory under the document root
/support-center/cerberus-support-center/ | Cerberus Support Center directory under the document root
/cerberus-hspc/ | Cerberus Helpdesk-side module directory under the document root

Initial Setup

Define the following constants in the Helpdesk-side module's `hspcomplete.php` confiDefine the following constants in the Helpdesk-side module's `hspcomplete.php` configuration block:

1. Specify the passphrase to be used for envelopes security header generation. To this effect, define the HSPC_SECRET constant. This particular passphrase must be then specified in the Parallels Business Automation - Standard side module setup. For example, if you specify the following:

   define('HSPC_SECRET', 'parallels');

   then exactly the phrase `parallels` must be specified in the Support Manager - Setup, in the External Helpdesk Integration part of the form, Passphrase field. Please. make sure that the passphrase is specified correctly in the Parallels Business Automation - Standard side module since the Helpdesk-side module will accept only envelopes with security header containing the passphrase specified in the `hspcomplete.php` file. Passphrases must match on both sides, otherwise the integration with Cerberus Helpdesk will be not possible.

   Note: As for the paths both to Cerberus GUI and Support Center. You can use your own directories, but please follow the general rules for files location. Below we show how the paths must be defined if the directories structure is like in the Example of files location offered earlier in this topic.

2. Specify the path to the Cerberus Helpdesk relative to the location of the `hspcomplete.php` file (for example, if you have extracted the Cerberus Helpdesk into the default directory, i.e., `cerberus-gui`, then the path must be the following:

   define('FILESYSTEM_PATH_GUI',

   dirname(__FILE__) // current directory

   . '/../cerberus-gui/' // path relative to current directory

   );

3. If you are planning to use the Cerberus Support Center and want to provide the transparent logging into it for your customers, then specify the path to the Cerberus Support Center relative to the location of the `hspcomplete.php` file:

   define('FILESYSTEM_PATH_SC',

   dirname(__FILE__) // current directory

   . '/../support-center/cerberus-support-center/' // path relative to current directory

   );

   Note: If you are not planning to use the transparent logging in to the Cerberus Support Center for your customers or you are not planning to use the Support Center at all, then comment this string to avoid any communication errors between Parallels Business Automation - Standard and Cerberus Helpdesk. Do not leave the `FILESYSTEM_PATH_SC` constant undefined and not commented.

Checking Integration with Cerberus Helpdesk

After you define the necessary constants in the `hspcomplete.php` file, you can check the connection to the Cerberus Helpdesk:

1. Go to the Account Director - Support Manager - Setup and select the External Helpdesk Integration.
2. Specify the `hspcomplete.php` file URI and the passphrase (HSPC_SECRET). Save changes.
3. Check the Status and Synchronized fields. If the Parallels Business Automation - Standard-side module has successfully established connection to the Helpdesk, Status must be Online and the Synchronized field must show Yes.

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