Integrate x360Recover Manager with a PSA

Written By Tami Sutcliffe (Super Administrator)

Updated at March 22nd, 2022


The x360Recover Manager now leverages two of the most popular Professional Services Automation (PSA) platforms - ConnectWise and AutoTask - to provide seamless automation, easy access and clear visibility of all backups.

As a x360Recover and Direct-To-Cloud (D2C) partner, you can now use the x360Recover Manager to configure integration with supported PSA tools -  and start monitoring in minutes.

This article gives a general overview of x360Recover integration with a PSA platform.


Do I integrate in x360Recover Manager or in the vault/appliance?

If you'd like to integrate one AutoTask or ConnectWise account at the organization or client level, you want to integrate in x360Recover Manager.  If you apply PSA settings to your organization, you have the option to override those settings at the individual client level. Details are covered in this article. 

If you prefer a unique ConnectWise integration and/or alert settings at the vault or appliance level, integrate within the specific vault or appliance. Please note AutoTask integration is not available at this time. Instructions are in this article: Manage vault and appliance alerts

Please be aware the following are available in vault/appliances, but not the x360Recover Manager: 

  • alerts when a drive fails on an appliance 
  • bootVM screenshots (available in an x360Recover Manager alert, but not the alert itself)

Integrate with ConnectWise

ConnectWise is a Professional Services Automation (PSA) platform for companies that sell, service, and support technology. You can choose to integrate the x360Recover Manager with the ConnectWise PSA tool. When you do this, alerts that originate in x360Recover will be pushed to ConnectWise, allowing you to manage and monitor all events from one location.

Note: To complete x360Recover Manager integration with the ConnectWise PSA tool, you will first need information related to the ConnectWise account being used.

That means before you start the x360Recover Manager integration, you will need to complete the following tasks:

Configure Security Permission Requirements  

ConnectWise REST API user accounts require certain security privileges in order to establish connection with ConnectWise and publish/ manage PSA tickets.

Requirements: 

API user accounts should have Inquire permissions for

  1. Company Maintenance 
  2. Contacts
  3. Close Service Tickets
  4. **Service Tickets 
  5. Table Setup

**API user accounts must also:

  1. Have Add and Edit permissions for Service Tickets
  2. Allow access to Service/Priority and Service/Service Board.


How to set security permission requirements 

Navigate to Security Roles/ Security Modules on the ConnectWise webpage and update the following security permissions highlighted in the below screenshots:

a. Company Maintenance requires Inquire permissions

b. Contacts requires Inquire permissions 

c. Close Service Tickets require Add, Edit and Inquire permissions.

d. Service Tickets require AddEdit and Inquire permissions 

e. Table Setup requires Inquire permissions 

You must also allow access to Service/Priority and Service/Service Board:

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Obtain information needed for integration 

Gather information from ConnectWise to configure the integration to your preferences. 


API information

You can obtain API information within the ConnectWise service. For the purposes of integrating ConnectWise with BRC, you will need 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 iconto create a new API Member.
    • In the Member ID field, enter Axcient.
    • In the Role ID field, ensure the role is configured with Add, Update, and Close tickets.
    • 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.
    • Click the API Keys tab and then click the plus icon to create a new API key.
    • In the Description field, type x360Recover BDR.
    • Click the Save button but do not close the window.
    • 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.

The image below details the location of the public key and private key fields (API Secret).

public_key.png

Obtain ConnectWise Login Information

The ConnectWise login information is created when first setting up the ConnectWise service. For the purposes of integrating ConnectWise with BRC,  you will need to enter the login information used to connect to ConnectWise into the appropriate fields. 

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Client information 

To obtain the client information required to integrate with ConnectWise, you will first need to create a new company account for the target client site. 

To obtain the required client company information:

  1. Log in to ConnectWise.
  2. On the left-hand navigation menu, expand the Companies tab and select the Companies option.
  3. In the Company Search page, enter the name of the target company.
  4. When found, select the target company.
  5. Record the following company information:
  • Company address, which corresponds to the Address Line 1 and 2, City, State and Zip fields in the Axcient Web App.
  • Territory field, which corresponds to the Location field in the Axcient Web App.
  • Company ID field, which corresponds to the ID Number in the Axcient Web App.

client.jpg

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Service Type and Subtype

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

  1. In the ConnectWise left-hand navigation menu, select System and then select Setup Tables.
  2. In the Table column, enter the Service Board in the search field and press the Enter key.
  3. On the Service Board List page, click on the appropriate Service Board.
  4. To find the Service type, click the Types tab and enter one of the listed values in the Service Type field of the ConnectWise configuration page.
  5. To find the Service subtype, click the Subtypes tab and enter one of the listed values in the Service Subtype field in the ConnectWise configuration page.

types.jpg

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Priority

The service priority is determined by the ConnectWise login user. This ConnectWise account is associated with a specific Service Board, which must be configured as needed by the administrating user.  (For more information regarding Service Boards, please reference ConnectWise support.)

To obtain priority values:

  1. On the ConnectWise left-hand navigation menu, select 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 when it displays.
  3. On the SLA List page, select the appropriate SLA option. 
  4. Enter one of the listed values in the Priority field in the ConnectWise configuration page.

priority.jpg

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You can configure PSA settings in the x360Recover Manager in two ways: Integrate PSA at the global organization level, or customize individual client settings. 

Implement ConnectWise for all clients    

Note

Even after you have implemented PSA settings at the organization level, you can always customize PSA settings for individual clients.

Implement ConnectWise globally

1. On the Dashboard, click the Settings button. 

2. In the Organization Settings page, scroll down to locate the PSA Tool section, then click the Edit button.

3. Click the Configure Using drop-down menu to select your preferred PSA tool. For this example, select ConnectWise.

The page expands to display configuration settings.

In the URL field, enter the URL address for ConnectWise. Format this URL as follows:

Correct: connectwise.com
 Incorrect: www.connectwise.com
 Incorrect: http://connectwise.com

In the API Key field, enter the public API key generated in ConnectWise. 

In the API Secret field, enter the private API key generated in ConnectWise.

In MSP Company ID, enter the company name.

In the Company ID field, enter the ID of the company

Optionally, to configure global (organization-wide) advanced settings, enable the Advanced Settings toggle and configure all appropriate fields described below: 

In the Contact drop-down, select the contact person.

In the Service Board drop-down, select the service board to which tickets must be sent.

In the Service Type drop-down, select the type of service action to take.

In the Ticket Priority field, enter the priority level of tickets that originate from BRC.

Enable or disable Automatic Ticket Closure as per the business requirement

In the Address Line 1 and Address Line 2 field, enter the client company address.

In the City field, enter the client company city.

In the State drop-down, select the client company state.

In the Zip field, enter the client company ZIP code.

 4. Click Save when you are finished.

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Implement ConnectWise for one client    

Implement ConnectWise for individual clients 

1. Click the Clients tab on the lefthand navigation and click the client's Name or the Details dropdown from the arrow.

2. In the Client Details page, click the Settings button.   

3. In the Client Settings page, scroll down to locate the PSA Tool section, then click the Edit button.

Note

PSA integration can be temporarily disabled for individual clients in the Client Settings page.

4. Click the Configure Using drop-down menu to select your preferred PSA tool. For this example, select ConnectWise.

The page expands to display configuration settings.

In the URL field, enter the URL address for ConnectWise. Format this URL as follows:
     Correct: connectwise.com
     Incorrect: www.connectwise.com
     Incorrect: http://connectwise.com

In the API Key field, enter the public API key generated in ConnectWise. 

In the API Secret field, enter the private API key generated in ConnectWise.

In MSP Company ID, enter the company name.

In the Company ID field, enter the ID of the company. 

Optionally, to configure advanced settings, enable the Advanced Settings toggle and configure all appropriate fields described below: 

In the Contact drop-down, select the contact person.

In the Service Board drop-down, select the service board to which tickets must be sent.

In the Service Type drop-down, select the type of service action to take.

In the Ticket Priority field, enter the priority level of tickets that originate from BRC.

Enable or disable Automatic Ticket Closure as per the business requirement

In the Address Line 1 and Address Line 2 field, enter the client company address.

In the City field, enter the client company city.

In the State drop-down, select the client company state.

In the Zip field, enter the client company ZIP code.

5. Click Save when you are finished.

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You can reset to the organization's PSA configuration by clicking the Reset to defaults button on the right-hand side. 



Integrate with AutoTask

Obtain information needed for integration 

Enable API role 

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.
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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.
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Queue ID

The Queue ID is found in the Queue Details page of the appropriate Service Desk Queue, located in the Features and Settings section.

To obtain the Queue 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 Queue ID is located in the left-hand section.
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You can configure PSA settings in the x360Recover Manager in two ways: Integrate PSA at the global organization level, or customize individual client settings. 

Implement AutoTask for all clients    


Note

Even after you have implemented PSA settings at the organization level, you can always customize PSA settings for individual clients.



Implement AutoTask globally

1. On the x360Recover Dashboard, under Organization At A Glance, click on Settings.





2. When the Organization Settings page opens, scroll down to locate the PSA Tool section and click on the  Edit button in the right-hand navigation panel:

3. When the editing page opens, go to the PSA Tool section.

Locate the Configure using... dropdown menu and select Autotask from the available choices:

4. The editing page expands to display the PSA Tool configuration settings for Autotask:

  • Enter the username used to log in to the administrating Autotask account.
  • Enter the password used to log in to the administrating Autotask account.
  • Confirm the password.
  • Enter the Account ID of the target client site. This is automatically generated when creating an account in Autotask.
  • Enter the Queue ID for the appropriate Service Desk Queue. This will bundle similar tickets so that you can quickly respond and resolve issues.

5. Click Save when you are finished. 

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Implement AutoTask for one client    

Implement AutoTask for individual clients 

1. Click the Clients tab on the lefthand navigation and click the client's Name or the Details dropdown from the arrow.


2. In the Client Details page, click the Settings button.   


3. In the Client Settings page, scroll down to locate the PSA Tool section, then click the Edit button.

Note

PSA integration can be temporarily disabled for individual clients in the Client Settings page.


4. Click the Configure Using drop-down menu to select your preferred PSA tool. For this example, select AutoTask.

5. The editing page expands to display the PSA Tool configuration settings for Autotask:

  • Enter the username used to log in to the administrating Autotask account.
  • Enter the password used to log in to the administrating Autotask account.
  • Confirm the password.
  • Enter the Account ID of the target client site. This is automatically generated when creating an account in Autotask.
  • Enter the Queue ID for the appropriate Service Desk Queue. This will bundle similar tickets so that you can quickly respond and resolve issues.

6. Click Save when you are finished. 

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You can reset to the organization's PSA configuration by clicking the Reset to defaults button on the right-hand side. 



Manage organization-wide PSA

If you configure organization-level PSA default settings on the x360Recover Manager organization settings page, these defaults will be automatically applied to all clients in the organization unless client-level PSA settings are already in effect. (You always have an option to customize the PSA settings for individual clients as required from the client settings page.) 

To view an existing PSA integration: 

1. From the x360Recover Manager dashboard, click the Settings button. 

2. To test the existing connection, scroll to the PSA Tool section, and click the Test It button. 

A testing icon will spin while the connection is being tested, and a Connection Succeeded confirmation message will appear if the test is successful.  

3. To edit the settings, click the Edit button next to the PSA Tool section. 

4. Edit information for that PSA instance and click Save when completed.

A confirmation message will appear when the configuration has been successfully saved.


Customize PSA for a client 

To customize an existing PSA integration for a client: 

1. Navigate to a client's Client Details page. Click the Settings button.


2. Click Edit in the PSA Tools section. 

In this view, you can edit credentials for the PSA integration, as well as: 

  • Enable/ disable PSA ticketing for the client
  • Set priorities and automatic ticket closure 
  • Reset to organization defaults by clicking on Reset to defaults button on the right-hand side 

Note: Organization-level PSA configuration is optional and you can always customize PSA for individual clients, even after you have configured organization-wide PSA.  


Scenario: Troubleshooting unwanted PSA tickets 

Appliance and vault devices use an Exchange server email account to deliver alert messages to a third party ticketing system (Like Autotask or ConnectWise.)

Certain alerts (Like Agent Disconnect/Connect messages) are creating unwanted tickets in your PSA.

Solution:

Use Exchange Transport Rules to filter unwanted messages before they are delivered to your ticketing service.

How To:

  • Log in to your Exchange 2007 or newer server and run Exchange Management Console. (Exchange 2013 open a web browser and connect to the Exchange EMC)
  • Expand Organization Configuration and select Hub Transport
  • Select the Transport Rules tab
  • Create a new rule
  • Give the rule a name and enter a description in the comments field, then click Next
  • Select From People and choose your x360Recover email account
  • Select When the Subject Field Contains Specific Words and enter the desired phrases
    (For example, for agent connect/disconnect events enter 2 lines 'Connection:' and 'connection restored')
  • Click Next to move on to the Actions list
  • Choose Delete the Message Without Notifying Anyone and click Next
  • Click Next again and then Finished to complete the rule

Create as many filters as you like to eliminate any other undesired notifications from creating tickets.

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