Accelo Documentation ============================== This guide will show you how to set up your new Helpdesk Buttons with Accelo in as few as 15 minutes. Integration -------------------------------------- Accelo integration requires three main parts: `1) set up an unregistered user as a catchall account as a contact in your PSA `_ `2) set up an application user. `_ `3) configure helpdeskbuttons account. `_ Video Walkthrough ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ .. raw:: html
1) Unregistered User ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ To start you will need to set up a "Catch all" contact for users not already in your system. Click on the Contacts Tab .. image:: images/accelo5.png and Click Add user in the top left corner .. image:: images/accelo6.png Fill out the form. You can name the contact whatever you want, but the email address needs to be: unregistered@helpdeskbuttons.com .. image:: images/accelo7.png 2) Create an Application User ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ To do this click the Configuration Gear in the bottom left corner: .. image:: images/accelo1.png Next click on the API tab and Register Application .. image:: images/accelo2.png Fill out this next screen with whatever information you want, we only need to make sure that the Application Type is Service .. image:: images/accelo3.png The final screen will show you the API user and API secret for the integration. You will need these for the next step. .. image:: images/accelo4.png 3) Helpdeskbuttons.com Settings ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ Enter your Ticket System API endpoint as shown (do not add add https:// or the path after the url) *business_name.api.accelo.com* Your API key is formatted as shown *client_id:client_secret* Click Update and the Integration Test button to send a test ticket. Integration Defaults """"""""""""""""""""""""""""""""""""""""""" For most integrations you can leave these blank and the PSA/Ticket System will fill in some defaults. Please note that defaults for priority, type, and standing must be set for this integration to work properly. Anti-Virus and AntiMalware -------------------------------------- It is not always necessary, but we recommend whitelisting the tier2tickets installation folder (C:\\Program Files(x86)\\tier2tickets). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. `Webroot `_ in particular can cause issues with screenshots. Dispatcher Rules -------------------------------------- This is the list of variables that can be accessed when using the :ref:`Dispatcher Rules `. +---------------------------------------------------+-------------------------------------------------------------+ | Read/Write | Read Only | +===================================================+=============================================================+ | :ref:`content/integration/accelo:*priority*` | :ref:`content/automations/dispatcher:*selections*` | +---------------------------------------------------+-------------------------------------------------------------+ | :ref:`content/integration/accelo:*type*` | :ref:`content/automations/dispatcher:*hostname*` | +---------------------------------------------------+-------------------------------------------------------------+ | :ref:`content/integration/accelo:*standing*` | :ref:`content/automations/dispatcher:*name*` | +---------------------------------------------------+-------------------------------------------------------------+ | :ref:`content/integration/accelo:*priv_append*` | :ref:`content/automations/dispatcher:*email*` | +---------------------------------------------------+-------------------------------------------------------------+ | :ref:`content/automations/dispatcher:*msg*` | :ref:`content/automations/dispatcher:*ip*` | +---------------------------------------------------+-------------------------------------------------------------+ | :ref:`content/automations/dispatcher:*subject*` | :ref:`content/automations/dispatcher:*mac*` | +---------------------------------------------------+-------------------------------------------------------------+ | | .. raw:: html | | | | | | | | | | | :ref:`content/automations/dispatcher:*append*` | :ref:`input_cell` | +---------------------------------------------------+-------------------------------------------------------------+ | | .. raw:: html | | | | | | | | | | | :ref:`content/integration/accelo:*assignee*` | :ref:`input_phone` | | | | +---------------------------------------------------+-------------------------------------------------------------+ | | .. raw:: html | | | | | | | | | | | :ref:`content/integration/accelo:*class*` | :ref:`input_company` | +---------------------------------------------------+-------------------------------------------------------------+ | | .. raw:: html | | | | | | | | | | | | :ref:`input_email` | +---------------------------------------------------+-------------------------------------------------------------+ | | .. raw:: html | | | | | | | | | | | | :ref:`input_name` | +---------------------------------------------------+-------------------------------------------------------------+ Field Definitions ^^^^^^^^^^^^^^^^^ *priority* """""""""" **The ticket priority level (Urgent, Low, ect):** .. image:: images/accelo-priority.png :target: https://docs.tier2tickets.com/_images/accelo-priority.png | | *standing* """"""""""" **Refers to the ticket status (New, In Progress, etc):** .. image:: images/accelo-standing.png :target: https://docs.tier2tickets.com/_images/accelo-standing.png | | *type* """""""" **The issue type (Service Request, Incident, Problem, Alert):** .. image:: images/accelo-type.png :target: https://docs.tier2tickets.com/_images/accelo-type.png | | *assignee* """""""""" **The agent that will be assigned this ticket:** .. image:: images/accelo-assignee.png :target: https://docs.tier2tickets.com/_images/accelo-assignee.png | | *class* """"""""" **The tickets class (Accounts/Renewals, E-commerce):** .. image:: images/accelo-class.png :target: https://docs.tier2tickets.com/_images/accelo-class.png | | *priv_append* """"""""""""" **Allows you to append information to the internal ticket note:** .. image:: images/accelo-priv_append.png :target: https://docs.tier2tickets.com/_images/accelo-priv_append.png | | *input_** """"""""" .. image:: images/accelo-inputs.png :target: https://docs.tier2tickets.com/_images/accelo-inputs.png | | *other* """"""" There are additional variables which are common to all integrations. Those are documented :ref:`here ` The fields labeled input_* contain information typed by the user only in the event that they are not found in the PSA Webhook Walkthrough (Notifications) ----------------------------------------------- In order to get Ticket Creation/Update Notifications set up for your Tier2Tickets integration, we need to know when tickets are created/updated. The way we do this is via webhooks from the ticket system. To do this in Accelo, go to Settings-> API -> Webhooks .. image:: images/accelo-webhook1.png Ticket Create Webhook ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ Once here, you can setup webhooks to send on ticket creation. - Select the event "Ticket created" - URL should be listed on your `Integration Settings Page. `_ under the Ticket Notification section. - Set Content-Type to "application/json" .. image:: images/accelo-webhook2.png Ticket Update Webhook ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ - Select the event "Ticket updated" - URL should be listed on your `Integration Settings Page. `_ under the Ticket Notification section. - Set Content-Type to "application/json" .. image:: images/accelo-webhook3.png