IT Glue integrates with various RMM tools to give more visibility to device information collected by RMM agents (CPU, memory, last reboot, etc.).
RMM device information can be displayed in IT Glue through one or more RMM integrations. IT Glue plans each support a different number of data sources. To see which plan you have, refer to the Plans & Pricing details page.
A Manager role will only be able to see RMM matched/unmatched data for organizations that they have explicit access to. To grant access to RMM data for all organizations, refer to Step 7 of our Adding and removing users KB article.
Here are a few things to be aware of when viewing RMM data inside IT Glue:
Unlike PSA data that gets automatically mapped and then imported in to IT Glue, RMM data should almost always be matched to PSA or other data that's created in IT Glue as new clients are onboarded. For more information, see Overview of client onboarding steps.
Data matching is when you bring together similar records from different systems. The RMM integration and data matching are an administrative function. If RMM data is available, but not yet matched, it will not be displayed.
It's also important to know that organizations in any RMM integrated with IT Glue will only be available for matching or create a new record in IT Glue if they have existing configurations. If the organizations in your RMM do not have any configurations, they will not be listed in the RMM matching screen.
Improving your match rates
For the best chance at matching with RMM records, it's important that your IT Glue records have accurate and complete values for certain important fields.
For organizations, the important fields are:
For configurations, the important fields are:
- Primary MAC address
- Serial number
- Configuration name
RMM data is considered primary
Matched RMM configuration data can be displayed along with any PSA data for a combined view of configuration items. However, we consider your RMM to be the original or primary data source, so you'll see mostly RMM configuration data, even if the same data comes in from your PSA.
RMM data is in a locked layer
When you integrate with an RMM, most of the technical data fields, like memory and CPU, are in a locked (read-only) data layer that can't be edited from IT Glue. These fields will update with an hourly RMM data load.
A way to easily see which field values are coming from your RMM is by clicking on the Compare Data link at the bottom of configuration items. This takes you to a Compare Data screen that displays the RMM read-only data separately from other data.
Compare Data screen showing a configuration synced with ConnectWise and Kaseya
New fields introduced by an RMM
The outlined areas in the image below shows the new fields that IT Glue recognizes with an RMM integration. Each RMM integration may be slightly different when it comes to which fields are available or supported. For more information, see RMM field mappings.
Updating PSA data
Your PSA will be updated only if you manually update fields that are not part of the locked (read-only) data layer. Unlocked fields will be displayed when you edit the configuration item. If your IT Glue account is two-way synced with your PSA, these updates will immediately push to your PSA.
Importing data from your RMM
So far we've only described the scenario where RMM and PSA data is combined, in which matched RMM data is embedded as a read-only data layer that is stored but not written to your account. However, IT Glue also allows you to create (import) configuration items from data that's coming directly from the RMM, if required. All RMM data will be indexed in search results, regardless of whether it is stored in the read-only layer or imported directly into your account.
When considering whether to import RMM configuration data, note that the following restrictions apply:
- Only users with a Manager or Administrator role can import RMM configuration data.
- Configuration data will import based on standard field mappings.
- If you later decide to remove the RMM integration, the imported records will stay in IT Glue.
- Once the imported data is in IT Glue, you will still have a layer of up-to-date, read-only RMM data stored on top of the previously imported RMM data. The imported data will not update when the RMM is updated.
- Imported RMM data will also not sync with your PSA unless you choose to do so manually by editing and saving each and every item. This is not recommended as a regular workflow.