QUESTION
How does Kaseya integrate with Autotask, Connectwise or another ticketing system or PSA?
Is there an email attachment or is it through the discovery process? We discovered several devices to Autotask but we are unsure when we do get an alert what we need to configure to open the ticket.
ANSWER
We provide a number of different mechanisms for 3rd parties to provide integration, including the Kaseya VSA API web service, SQL views, and email and agent menu redirection.
You need to talk to the software vendor about how to configure the integration, as the integration offerings are written by 3rd party software vendors, and not directly supported by Kaseya.
For more information about the Kaseya VSA API web service, SQL database views, and email and agent menu redirection, refer to the online documentation within Kaseya.
In particular:
To enable the VSA API Web Service, go to the System tab > Server Management >Configure, and select the check box next to Enable VSA API Web Service.Hover over the check box to see the VSA API web service address. For detailed API documentation, see http://help.kaseya.com/WebHelp/en-US/5000000/3916.htm
To enable the SQL database views via the Kaseya Views account, go to the System tab > Database Access> Database Views and enter a new password for this account. For detailed documentation regarding the views and how to integrate these with Excel and Crystal Reports, see http://help.kaseya.com/WebHelp/en-US/5000000/3480.htm.
To configure email, go to the Ticketing tab > Configure ticketing, and either configure the Notify policy or Email reader and Email mapping functions appropriately to integrate with the ticketing system you use.
To configure the agent menu redirection, go to the Agent tab > Configure Agents > Agent menu,and specify the URL and text you wish to use in the 2nd row of text boxes (Defaulting to Contact Administrator text).
NOTE: SaaS Customers need to append the string /vsaWS/KaseyaWS.asmx to the VSA URL you are using to display the VSA API Web Service. The username and password combination you use to log into the SaaS tenant is also the username/password you need to connect to the API. Also, if you are using the SAAS platform and the integration requires a 3rd party web service to be installed on the Kaseya Server, then this is not supported. 3rd party applications cannot be installed on the Kaseya Server due to security.
APPLIES TO
Autotask
Connectwise
PSA
Ticketing