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Druva Documentation

ConnectWise-MSP Integration

This document explains how MSPs can integrate the inSync MSP Portal with their ConnectWise installation.

Key features 

  • Link MSP accounts to ConnectWise companies for ticketing.
  • Send Druva inSync alerts to the ConnectWise Service Desk as tickets.
  • Monitor the integration through the MSP portal and receive email status reports.

Workflow 

The following table describes the multi-step process to set up, configure, and manage ConnectWise integration:

Step Description
Step 1 Download and install the ConnectWise Client on your device from http://university.connectwise.com/install/.
Step 2 On the Managed Service Provider console, configure the ConnectWise integration. For more information see Configure ConnectWise Connection.

Configure ConnectWise Integration

To log inSync alerts as tickets in ConnectWise, MSP administrator must integrate ConnectWise with Managed Service Provider (MSP) Console. 

After you configure ConnectWise through the MSP console, the ConnectWise ticketing solution is integrated and enabled for the MSP. All the alerts generated for the MSP’s customer are now logged as ConnectWise tickets.

If the connection with ConnectWise is lost due to any reason, MSP portal tries to automatically establish a connection for the next 15 minutes using the saved ConnectWise credentials.

Prerequisite

  • Ensure you have ConnectWise Client installed on your device.
    OR
  • You have access to ConnectWise Web.

Procedure

To configure ConnectWise

  1. Log in to Managed Service Provider Console and under the Settings tab select Integrations.
  2. Select ConnectWise and click on Configure to initiate the configuration. The current Status is displayed as Not Configured.
  3. On the ConnectWise Integration page under the General tab, enter the following details. These details are available when you create setup ConnectWise on your device.
    Field Action
    Site URL

    Enter the required site URL to establish a connection.

    For Cloud deployments the site URL format should be entered as: https://api-test.connectwise.com.

    Company ID Enter the company id details.
    Public Key Enter the Public Key details.
    Private Key Enter the Private Key details. 
  4. Click Next. The Service Board page is displayed if the integration has been configured correctly. An error message is displayed if the connection fails when tested. 
  5. On the Service Board page select the Service Board Configuration and Ticket creation and priority settings as follows:
    Field Action
    Service Board Configuration
    Service Board Select the required service board from the drop-down list to log Druva tickets.
    Incoming Ticket Status Select the status type of the incoming ticket from the drop-down list.
    Resolved Ticket Status Select the status type of the resolved ticket from the drop-down list.
    Ticket creation and priority
    Critical

    Critical priority is selected by default so that no critical alert is missed out. Select an option from the drop-down list to set the priority level.

    High High priority is selected by default so that no high alert is missed out. Select an option from the drop-down list to set the priority level. 
    Warning Select this checkbox to set the alert type as warning. Select an option from the drop-down list to set the priority level. The priority options will be disabled if the check-box is not selected.
  6. Click Finish.
    The ticket status for each MSP customer can be verified on the ConnectWise details page. 
    After ConnectWise is configured successfully, the status under Settings > Integrations will change to Configured and an email is sent to the MSP customer. ConnectWise ticketing solution is enabled for the MSP and all alerts generated afterwards for this MSP’s customer, will be logged as ConnectWise ticket.

Note: Ticketing for “Critical” and “High” severity alerts will be enabled by default at the time of ConnectWise configuration.

Ticketing will not be done for “Notification only” type of alerts.

Reconfigure ConnectWise Integration

As an MSP administrator, you may need to reconfigure the ConnectWise connection if there is a loss of connection or if you need to edit or update any configuration details or if the ConnectWise connection has been previously disabled.

Procedure

To reconfigure ConnectWise connection:

  1. Log in to the Managed Service Provider Console and under the Settings tab select Integrations
  2. Select ConnectWise from the list and click Configure. The following message is displayed:

    Click Yes to continue.
  3. On the ConnectWise Integration page reconfigure or edit the required details under General and Service Board tabs. Click Finish.

    General
     

    Service Board
  4. ​​To verify the changes click Settings > Integrations > ConnectWise.

Ticketing Workflow

ConnectWise solution tool is used to create tickets which are used to manage inSync alerts. Once the ConnectWise connection is established alerts generated on inSync will create corresponding tickets on ConnectWise. The status of these tickets can be monitored on the Managed Service Provider console. 

Using ConnectWise ticketing solution integrated with inSync the MSP administrator can:
• Create service tickets from inSync alerts.
• View service tickets and status created for inSync alerts.
• View detailed notifications that display status, priority, required dates and service types. 

Prerequisite

Ensure the ConnectWise connection is configured and established to enable ticket creation for inSync alerts.

Ticket creation

When an inSync ticket is created it reflects on the ConnectWise system. An inSync ticket will be created if any of the following events occur:

  • Alert is triggered - when an inSync alert is triggered, a ticket will be created in ConnectWise with default parameters and the ticket will be stored in inSync. You can view the status and severity of the ticket on the Managed Service Provider console.
  • Alert is resolved - when an inSync alert is resolved, the status of its corresponding ticket in ConnectWise will be set as Closed (Resolved) and the ticket will be closed. Tickets can also be resolved manually by the ConnectWise administrator.

View ticket status on MSP console

  1. Log in to the Managed Service Provider Console and under the Settings tab select Integrations.
  2. Select ConnectWise from the list and click Configure. The following message is displayed:

    Click Yes to continue.
  3. Under ConnectWise Configuration the configuration summary is displayed.
  4. Click Edit to change any configuration details. The following message is displayed. Click Yes to continue and edit the required details under General and or Service Board tabs. Click Finish.
  5. Under Ticket Status the list of customers and their ticket details is displayed. You can view the status of the last ticket generated for the selected customer.
  6. Click Test Ticket Creation to check the ConnectWise connection. An error is displayed if any error occurred while reconfiguring or editing the ConnectWise configuration.

Ticket priority

The ticket priority can be set as any of the following:

Priority Description
Critical Select this checkbox to mark the ticket as critical. Also select an option from the drop-down list to set the priority level. The priority options will be disabled if the check-box is not selected.
High Select this checkbox to mark the ticket as high. Also select an option from the drop-down list to set the priority level. The priority options will be disabled if the check-box is not selected.
Warning Select this checkbox to mark the ticket as warning. Also select an option from the drop-down list to set the priority level. The priority options will be disabled if the check-box is not selected.

Ticketing Scenarios

Scenario Description
Alerts are set as Mute If an alert is muted for a customer, ConnectWise tickets will not be created for any new alert generated of this alert type. However existing tickets with this alert type will be closed on alert resolve. Alerts already in queue at the time it is muted will be processed in the backend and tickets will be created. 
Alerts are set as Unmute If an alert is unmuted, any new alert generated with that alert type will be logged as a ConnectWise ticket. However unmuting an alert will not immediately create tickets for existing alerts of unmuted alert type. Tickets for existing alerts will be created only after alert is re-generated.

For more information see inSync Alerts.

Ticket parameters details

Tickets in ConnectWise will be created with the following default parameters:

Field Description
Title/Summary Summary format will be "CustomerName: Alert %(alert_description) from Druva inSync".
Impact/Urgency ConnectWise accepted values for this field are {Low, Medium, High} and the value of this field will be set as per alert severity. Alert severity {Critical, High, Warning} maps to Impact field {High, Medium, Low}.
Priority Alert severity vs Priority is defined during ConnectWise configuration.
Initial description The initial description of the ticket.
Company identifier This is the “Custom identifier” value of the MSP customer.
Service board name which saved during ConnectWise configuration
Status Ticket Status for incoming ticket as set during ConnectWise configuration

Disable ConnectWise - MSP integration

You can disable the ConnectWise Integration any time after it has been configured and you do not wish to continue using its solution tools.

Procedure

To disable the ConnectWise integration:

  1. Log in to the Managed Service Provider Console and under the Settings tab select Integrations.
  2. Select ConnectWise from the list and click Disable. The following message is displayed:


    Click Yes to disable the integration.

OR

  1. Log in to the Managed Service Provider Console and under the Settings tab select Integrations.
  2. Click on ConnectWise from the list. The ConnectWise Configuration page is displayed.

  1. Click Disable Integration. The following message is displayed:

Click Yes to disable the integration.

Note: If you change the site url, the existing ticket will be left in the same state and Druva will not be able to close the tickets.