Axcient Help Center

PSA Tool Integration

This section describes how to integrate the Autotask and ConnectWise Professional Services Automation (PSA) tools with the Axcient protection solution. The instructions listed here assume that you have already configured the PSA tool as needed.

An Axcient Client can only be configured with a single Autotask account or a single ConnectWise account. You will not be able to configure an Axcient Service with multiple Autotask or ConnectWise accounts.

Additionally, you cannot have both Autotask and ConnectWise PSA tools operating at the same time on a single Site. You will need to select a single PSA tool to integrate with each Site.

Recommended Practices

Before integrating the PSA tool, Axcient recommends the following:

  • When integrating with Autotask, create a unique Client Account for the desired Client site(s), whether these are customers or remote offices. If necessary, create a Service Desk Queue for the Client site(s). This is a way to categorize similar tickets and designates resources to monitor and respond to tickets in the queue.

  • When integrating with ConnectWise, create a unique Integrator Login for the desired Client site(s) and Company Account, whether these are customers or remote offices. For instructions on how to create an Integrator Login or any other ConnectWise-specific questions, please refer to online ConnectWise support.

Autotask Integration

You can configure Autotask integration settings from the Site Settings page.

Integration Autotask with the Axcient Web Application

To integrate with the Autotask PSA Tool:

  1. In the Site Details page, click the Settings link.

    gen3_Settings.png
  2. In the PSA Tool section, click the Edit button.

    gen3_PSA1.png
  3. In the Configure Using drop-down menu, select Autotask and update the following fields:

    1. In the Username field, enter the username used to log in to the administrating Autotask account.

    2. In the Password field, enter the password used to log in to the administrating Autotask account.

    3. In the Confirm Password field, confirm the password entered in the Password field.

    4. In the Account ID field, enter the Account ID of the target Client site. This is automatically generated when creating an account in Autotask. For instructions on how to obtain the Account ID, please refer to the How to Obtain the Account ID section below.

    5. In the Queue ID field, enter the Queue ID for the appropriate Service Desk Queue. This will bundle similar tickets so that you can quickly respond and resolve issues. For instructions on how to obtain the Queue ID, please refer to the How to Obtain Queue ID section below.

      config-autotask-psa.png
  4. Click the Save button when you are finished.

Autotask Integration in the UMC

You can integrate the Autotask PSA tool in the UMC in addition to the Web Application (RMC). This will allow you to configure specific events to publish to the PSA tool.

Because the UMC is appliance-specific, you will need to log in to each appliance to integrate with Autotask. When you log in to the UMC, you can optionally inherit configuration settings from the Web App.

If Autotask has already been integrated, please continue to the Configure PSA Alerting section for more information on how to configure specific events to publish to the PSA tool.

To integrate Autotask in the UMC:

  1. On the UMC, click the System tab in the top navigation menu.

  2. On the left navigation menu, click the PSA option. The PSA page displays.

  3. Optionally, on the PSA page, click the Inherit PSA Configuration Info from RMC checkbox to inherit PSA settings already configured through the Axcient Web Application (RMC) .

  4. Alternatively, on the PSA page, select Autotask from the drop-down menu and click the Configure PSA Tool button.

  5. Enter the following information:

    1. In the Username field, enter the username used to log in to the administrating Autotask account. For instructions on how to set up a resource account with the API role enabled, please refer to the How to Enable the API Role in Autotask section below.

    2. In the Password field, enter the password used to log in to the administrating Autotask account.

    3. In the Confirm Password field, confirm the password entered in the Password field.

    4. In the Account ID field, enter the Account ID of the target Client site. This is automatically generated when creating an account in Autotask. For instructions on how to obtain the Account ID, please refer to the How to Obtain the Account ID section below.

    5. In the Queue ID field, enter the Queue ID for the appropriate Service Desk Queue. This will bundle similar tickets so that you can quickly respond and resolve issues. For instructions on how to obtain the Queue ID, please refer to the How to Obtain Queue ID section below.

    6. In the Priority field, assign a priority number to determine the ticket order assigned for tickets automatically published to Autotask. Leave this field empty to automatically set the priority to that of the default setting in Autotask.

      umc-autotask-config.png
  6. Click the Save button.

Autotask Appendix

As part of the Autotask integration process, you will need to complete a set of basic configuration tasks within the Autotask platform.

This section of the guide outlines basic configuration tasks that take place within the Autotask platform. As a best practice, however, we recommend referencing Autotask documentation for complete configuration steps.

How to Enable the API Role in Autotask

The administering Autotask resource account, used to integrate with your Axcient product, must be configured as an API user. You can either create a new resource account or update an existing resource account. In this example, we will create a new resource account.

To configure a new resource account:

  1. Hover your mouse on the Autotask icon to activate the main navigation menu.

  2. Point to the Admin tab and select Resources (Users).

  3. Click the New button to create a new resource user.

  4. Click the General tab and enter basic account information.

    • In the First Name field, enter a first name of the resource.

    • In the Last Name field, enter a last name of the resource.

  5. Click the Security tab and create login credentials.

    • In the Security Level field, select API User (System).

    • In the API Tracking Identifier field, select the Integration Vendor option and then select Axcient from the drop-down menu.

  6. Using the main navigation menu, point to Admin and select Features & Settings.

  7. Click to expand the Resources/Users accordion menu and select the Protected Data Permissions link.

  8. Find the resource account and ensure the View Protected Data checkbox is selected.

  9. Click the Save button when you are finished.

    Resource_Management-2.png
Obtain the Account ID

The Account ID is found in the Account Details page of the appropriate account. To obtain the Account ID:

  1. On the top navigational menu, point to the My... tab and click Accounts under the CRM section.

  2. Use the Search field to find the account.

  3. Click the account or right-click the account and select View Account.

  4. The Account ID is located in the left-hand section.

    how-to-find-account-id.png
Obtain the Queue ID

The Queue ID is found in the Queue Details page of the appropriate Service Desk Queue, located in the Features & Settings section. To obtain the Queue ID:

  1. On any screen, point to the Autotask 'A' logo to access the drop-down menu. Point to the Admin option and then click the Features & Settings option.

    navigate-to-features-settings.png
  2. Expand the Service Desk (Tickets) section and click the Queues option.

    navigate-to-queues.png
  3. Right-click the desired Service Desk Queue and select the Edit Queue Details option.

    right-click-select-edit-queue-details.png
  4. Note the Queue ID is located in the Queue Summary screen.

    find-queue-id.png
ConnectWise Integration

You can configure ConnectWise integration settings from the Site Settings page.

Integrating ConnectWise with the Axcient Web Application

To integrate with the ConnectWise PSA tool:

  1. In the Site Details page, click the Settings link.

    gen3_Settings.png
  2. In the PSA Tool section, click the Edit button.

    gen3_PSA1.png
  3. In the Configure Using drop-down menu, select ConnectWise and update the following fields:

    1. In the URL field, enter the domain portion of the address used to access ConnectWise. Enter the URL as illustrated in the following example:

      • Correct - connectwise.com

      • Incorrect - www.connectwise.com

      • Incorrect - http://connectwise.com

    2. In the API Key field, enter the public API key generated in ConnectWise. For more information on the API, please refer to the Obtain API Information section.

    3. In the API Secret field, enter the private API key generated in ConnectWise. For more information on the API, please refer to the Obtain API Information section.

    4. In the MSP Company ID field, specify the company name. For more information on how to obtain the ID, please refer to the Obtain Login Information section below.

    5. In the Company ID field, enter the appropriate company ID. For more information on how to obtain the ID, please refer to the Obtain Client Information section.

    6. In the Service Type field, specify the type of service action to take. The value entered here must match the value in the corresponding Service Type field in ConnectWise. For more information, please refer to the Obtain Service Type and Subtype section.

    7. In the Location field, specify the client location. The value must match the Territory field in ConnectWise. For more information, please refer to the Obtain Client Information section.

    8. In the Address Line 1 field, enter the client company street address. This is not a required field.

    9. In the Address Line 2 field, enter the second line of the client company street address. This is not a required field.

    10. In the City field, enter the client company city. This is not a required field.

    11. In the State field, enter the client company state. This is not a required field.

    12. In the Zip field, enter the client company ZIP code. This is not a required field.

    13. In the Ticket Priority field, enter the ticket priority number, which must match a ticket priority set on the server. If left blank, the ticket priority set on the server will be used. For more information, please refer to the Obtain Priority section.

    14. In the Service Subtype field, enter the service subtype, which must match a subtype set on the server. If left blank, the service subtype defaults on the server will be use. For more information, please refer to the Obtain Service Type and Subtype section.

      connectwise-config.png
  4. Click the Save button when you are finished.

ConnectWise Integration in the UMC

You can integrate the ConnectWise PSA tool in the UMC in addition to the Web Application (RMC). This will allow you to configure specific events to publish to the PSA tool.

Because the UMC is appliance-specific, you will need to log in to each appliance to integrate with ConnectWise. When you log in to the UMC, you can optionally inherit configuration settings from the Web App.

If ConnectWise has already been integrated successfully, please continue to the How to Configure Alerting section for more information on how to configure specific events to publish to the PSA tool.

To integrate ConnectWise in the UMC:

  1. On the UMC, click the System tab in the top navigation menu.

  2. On the left navigation menu, click the PSA option. The PSA page displays.

  3. Optionally, on the PSA page, click the Inherit PSA Configuration Info from RMC checkbox to inherit PSA settings already configured through the Axcient Web Application (RMC) .

  4. Alternatively, on the PSA page, select ConnectWise from the drop-down menu and click the Configure PSA Tool button.

  5. Enter the following information:

    1. In the URL field, enter the domain portion of the address used to access ConnectWise. Enter the URL as illustrated in the following example:

      • Correct - connectwise.com

      • Incorrect - www.connectwise.com

      • Incorrect - http://connectwise.com

    2. In the API Key field, enter the public API key generated in ConnectWise. For more information on the API, please refer to the Obtain API Information section.

    3. In the API Secret field, enter the private API key generated in ConnectWise. For more information on the API, please refer to the Obtain API Information section.

    4. In the Company Name field, specify your company name. For more information on how to obtain the company name, please refer to the Obtain Login Information section.

    5. In the Company Identifier field, enter the appropriate Client ID number. For more information on how to obtain the ID, please refer to the Obtain Client Information section.

    6. Optionally, to configure advanced settings, click the Advanced Settings button and update all appropriate fields.

      umc-connectwise-config.png
  6. Click the Save button.

ConnectWise Appendix

As part of the ConnectWise integration process, you will need to complete a set of basic configuration tasks within the ConnectWise platform.

This section of the guide outlines basic configuration tasks that take place within the ConnectWise platform. As a best practice, however, we recommend referencing ConnectWise documentation for complete configuration steps.

Obtain the API Key

You can obtain API information within the ConnectWise service. For the purposes of integrating ConnectWise with the Axcient protection solution, you will need to create a new API key.

To create a new API key:

  1. Log in to ConnectWise and open the System menu.

  2. In the System menu, click the Members link.

  3. In the Members page, click the API Members tab and then click the plus icon to create a new API Member.

    1. In the Member ID field, enter Axcient.

    2. In the Role ID field, make sure the role is configured with Add, Update, and Close tickets.

    3. Click the Save button but do not close the window. After you click the Save button, you will be given access to the API Keys tab.

  4. Click the API Keys tab and then click the plus icon to create a new API key.

    1. In the Description field, type BRC.

    2. Click the Save button but do not close the window.

    3. Record the public key and private key before you close the window. You will not be able to view the private key again after this window is closed.

      APIKey.bmp
Obtain Login Information

ConnectWise login information is created when first setting up the ConnectWise service. For the purposes of integrating ConnectWise with the Axcient protection solution, you will need to enter the login information used to connect to ConnectWise.

The image below details the location of the URL, Username, Password, and MSP Company ID field values.

connectwise-login-screen.png
Obtain Client Information

To obtain the Client information required to finish integrating ConnectWise, you will first need to create a new Company Account for the target Client site. Please refer to online ConnectWise support for instructions on how to create a Company Account.

To obtain the required Client Company information:

  1. Log in to ConnectWise.

  2. On the left-hand navigation menu, expand the Companies tab and click the Companies option. The Company Search page displays.

  3. In the Company Name field, enter the name of the target company.

  4. Select the target Company that was entered in the Search field and note the following information:

    • Company address information, including Address Line 1 and 2, City, State, and Zip.

    • The Territory field, which corresponds to the Location field in the Axcient Web App.

    • The Company ID field, which corresponds to the Company ID field in the Axcient Web Application.

    connectwise-company-details.png
Obtain Service Type and Subtype

The Service type and subtype are determined by the ConnectWise user account. This ConnectWise account is associated with a specific Service Board which must be configured as needed by the administrative user. For more information regarding Service Boards, please refer to online ConnectWise support.

This section will guide you on how to find ConnectWise field values; however, it is your responsibility to determine which values to enter in the ConnectWise configuration screen in the Axcient Web App.

To obtain ConnectWise field information:

  1. On the left-hand navigation menu, click System and then select Setup Tables.

  2. In the Table column, enter Service Board in the search field and press the Enter key.

  3. Click the Service Board option.

  4. On the Service Board List screen, click the appropriate Service Board.

  5. Click the Types tab to view a list of Service Types that can be used in the ConnectWise configuration screen.

    connectwise-types.png
  6. Click Subtypes tab to view a list of Service Subtypes that can be used in the ConnectWise configuration screen.

    connectwise-subtypes.png
Obtain Priority

The Service priority is determined by ConnectWise user account. This ConnectWise account is associated with a specific Service Board which must be configured as needed by the administrative user. For more information regarding Service Boards, please refer to online ConnectWise support.

This section will guide you on how to find ConnectWise field values; however, it is your responsibility to determine which values to enter in the ConnectWise configuration screen in the Axcient Web App. The priority entered in the ConnectWise configuration screen within the Web App will determine the priority setting for the automatically generated ticket.

To obtain these values:

  1. On the left-hand navigation menu, click System and then select Setup Tables.

  2. In the Table column, enter SLA in the search field and press the Enter key. Click the SLA option.

  3. On the SLA List screen, select the appropriate SLA option.

  4. Enter one of the listed values in the Priority field in the ConnectWise configuration screen.

    connectwise-priority.png
Configure PSA Alerting

You must configure which alerts will be published to the PSA tool. If you successfully integrate a PSA tool but neglect to configure alerting, then no alerts will be published to the PSA tool.

There are two ways you can configure the PSA tool once it has been successfully integrated with the Axcient protection solution: in the Web Application (RMC) or the UMC.

Configure PSA Tool Alerting in the Web Application

To configure alerting and notifications in the Axcient Web Application:

  1. In the Site Details page, click the Settings link.

    gen3_Settings.png
  2. In the Notifications section, click the Edit button.

    gen3_notification1.png
  3. Configure alerting for the PSA tool as needed. Notifications are published based on the Service-Wide Alerts & Thresholds configuration settings. The following alerts can be configured for devices protected under the Site:

    1. Local/D2C Jobs allow you to configure notifications to be published when a device health status changes due to a local job, or for a D2C replication job to the cloud. The options include Warning and Requires Attention health statuses.

    2. Cloud Jobs allow you to configure notifications to be published when a device health status changes due to a cloud job. This applies only to appliance-based services. The options include Warning and Requires Attention health statuses.

    3. Connectivity allows you to configure notifications to be published when devices health status changes due to loss of connectivity. This applies to both appliance-based and D2C services. The options include Warning and Offline health statuses.

    gen3_notification.png
  4. Click the Save button when you are finished.

Configure PSA Tool in the UMC

On the UMC, you can configure individual events that will trigger tickets in your PSA tool. You will need to configure events for each appliance.

After a PSA tool has been configured:

  1. On the UMC, click the Events tab in the top navigation menu.

  2. On the left-hand navigation menu, click the Configure Alerting option.

  3. On the Alerting screen, select alerts to publish to the PSA tool.

    umc-event-notification-config.png

Events are sorted by specific event categories:

1.pngConfigure all events under a specific category by checking the Publish to PSA Tool checkbox next to the primary event category.

2.pngConfigure specific events to publish to the PSA tool by expanding the event category and checking the Publish to PSA Tool checkbox for the specific event. Be aware that the Publish to PSA Tool option next to the primary event category will be checked even though only specific events have been selected. This is to help you quickly find where events have been configured.

You can reconfigure events at any time.