Ticketing with VSA RMM and PSA

Introduction

With RMM integrations set up with PSA and VSA, you can any ticket creation events in the VSA be auto pushed to PSA's Service desk. Follow this RMM setup guide to setup your RMM VSA Integration. 

Prerequisites

  • RMM Integration set up in PSA
  • Identify or create a new dedicated VSA user account used by PSA to access the
    VSA.
    • Example: BMS_service. The VSA user account should have access to all organizations.
  • Identify the "root" user in PSA.
    • The root user is the topmost employee tile in the HR
      > Organizational Chart page. Using this user for RMM Integration is recommended to ensure all
      PSA > CRM customer accounts and PSA > Service Desk tickets can be accessed.

Features

  • With the activation of RMM VSA integration VSA > Service Desk and Ticketing, modules will no longer create tickets for creation events in the VSA. The email readers for Service Desk and Ticketing will no longer be polled.
    Note: Existing tickets are not processed from VSA to PSA
  • If the Sync processing is paused the ticket generation will also be paused. If the integration gets disabled the ticket generation will continue to occur in VSA ticketing.
  • Once the integration is configured, you can test it by triggering a system-generated ticket in the VSA, then view the corresponding ticket in PSA. Closing the BMS ticket also closes the alarm in the VSA that was created by the same alert. This feature requires the System > Configure > Enable auto close of alarms and tickets checkbox to be checked in VSA. 

Ticket Integration

  • Service Desk > Tickets > (selected ticket) > Edit > RMM Integration
    Once the integration is configured, you can test it by triggering a system-generated ticket in the VSA, then view the corresponding ticket in PSA.
  • Closing the BMS ticket also closes the alarm in the VSA that was created by the same alert. This
    the feature requires the System > Configure > Enable auto close of alarms and tickets checkbox to be checked in VSA.
  • Disable the VSA > Ticketing email server by checking the Disable email reader checkbox on the VSA
    > Ticketing > Email Reader page.
  • If the Service Desk module is installed in the VSA:
    1. Click the Disable button on the VSA > Service Desk > Incoming Email and Alarm Settings
      page.
    2. Uncheck the Activate Service Desk checkbox on the VSA > Service Desk > Global Settings
      page

Triggers

  1. In the VSA, use a monitoring event to create a Ticketing ticket for an agent in an integrated
    organization and machine group.
  2.  In PSA navigate to Service Desk > Tickets page.
  3.  Select the PSA ticket created for the VSA monitoring event.
  4.  The Ticket View > Affected Assets section identifies the machine, group, and organization of
    the agent account in the VSA.
    • Click Live Connect to start a session on this machine. A separate Live Connect window opens.
  5. Select the RMM Integration tab.
    • The Ticket Reference identifies the value shown in the Record Reference column in the Sync
    • Transaction Log page in the VSA.
    • The Status column in the Sync Transaction Log displays the PSA ticket number created.
    • Occurrence Count: For duplicate alarms, the number is incremented as an indication of re-occurring alarms
  6. The ticket title is derived from the description of the VSA alarm.

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