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AurionAI

Map provider fields

5 min readBy Emmanuel Yazbeck

The field mapping tells AurionAI which fields of your tool to use. The most important ones are the badge field for voice authentication and the fields that identify callers. You also set default values for the tickets that AurionAI creates.

Availability: all profiles. Administrators only.

Prerequisites

Open the field mapping

AurionAI opens the field mapping on its own the first time you save a connection. To open it later:

  1. In the sidebar, select Configuration.
  2. Open the Integrations category and select Providers.
  3. Select the field mapping button of your tool:
    • ITSM tool: Field Mapping on the ITSM Provider card.
    • Freshdesk or Zendesk: Field Mapping on the Helpdesk Provider card.
    • Built-in helpdesk: Field Mapping on the AurionAI CS card.

The Field Mapping page has three steps: Connect & Discover, Map Fields and Review & Save.

The field mapping page with its three steps.

Step 1: Discover the fields

  1. If AurionAI has no fields of your tool yet, it reads them on its own. When it is done, the page shows Discovery complete and the number of fields per type: requester, ticket or contact fields.
  2. If you added fields in your tool since the last time, select Re-discover.
  3. Select Next.

Step 2: Map the fields

The step shows three cards:

  • Voice authentication: choose the field that stores the badge number or the PIN of a caller. This card appears for an ITSM tool when voice authentication is on for your organization. The field is required then. In ServiceNow, a custom badge field starts with u_, for example u_badge_number.
  • Requester sync: turn on the standard user fields that AurionAI copies from your tool. For each field, choose the direction: Inbound, Outbound or Both.
  • Outbound ticket defaults: type the default values that AurionAI sets on new tickets. Fields that your tool requires are marked Required. On a new HaloITSM installation, set them so that ticket creation does not fail.

To map other fields, select Show advanced fields. The Critical Fields section lets you choose a field for each identity role: Badge / PIN, Email, Phone and Employee ID. A field can hold only one role. The All Fields table lists every discovered field.

Select Next.

Step 3: Review and save

  1. Check Critical Field Mappings. A role without a field shows Not mapped.
  2. Check Field Sync Summary. It counts the enabled fields, and the inbound and outbound fields.
  3. Select Save Field Mappings.

AurionAI shows Field mappings saved and goes back to the Providers page.

Mappings for a customer service tool

For Freshdesk and Zendesk, the page warns that contact field mappings are not used yet. The ticket defaults apply to the tickets that the voice agent creates. For the built-in AurionAI CS helpdesk, the page warns that the mappings are not used at all yet.

Result

The mappings are saved for this connection. Ticket defaults apply to tickets created after you save. AurionAI reads the badge field at the next requester sync. Until then, callers keep the badge number of the last sync. Read Requesters (callers).

If something goes wrong

  • Invalid provider credentials Your tool refused the saved credentials. Select Go to Integrations to update credentials and correct them.
  • Field discovery failed or Some fields could not be discovered Test the connection on the Providers page. Then select Re-discover.
  • No fields discovered yet. Select Re-discover.
  • Voice authentication is enabled but no Badge / PIN field is mapped. Callers will not be able to authenticate using a badge or PIN. Choose the badge field in the Voice authentication card.
  • Voice authentication is enabled and a Badge / PIN field is selected, but that field's mapping is turned off or outbound-only, so callers still cannot authenticate with it. Pick a different field for this role here, or re-enable the existing mapping's inbound direction from Configuration → Integrations → Field Mapping once setup is complete. Choose another badge field, or turn on the inbound direction of the selected field.
  • A field is greyed out in the list of a role. Its type does not fit the role, or another role already uses it. Clear it there first.
  • Resolve the flagged role assignments before saving. A role uses a field that cannot identify callers. Select Clear assignment, or choose another field.
  • Your saved field mappings could not be loaded, so saving now would delete them. Reload the page and try again. Do not save. Reload the page.
  • Your saved field mappings changed while this wizard was open, and they have been reloaded. Review the mappings below and save again — saving the older view would have deleted the change. The mappings changed while the page was open. Check the reloaded mappings, then save again.
  • Some saved requester mappings are not linked to provider fields. No changes were saved. Contact Aurion support to review and repair these mappings before saving requester fields. Contact AurionAI support. Read Get help.
  • Callers cannot authenticate with their badge number after the change. Sync the requesters again. Read Requesters (callers).

Still stuck? Submit a request or .