Accelo Integration

This guide will show you how to set up your new Helpdesk Buttons with Accelo.

Accelo integration requires two main parts:

1) set up an unregistered user as a catchall account as a contact in your PSA

2) set up the API integration.

Unregistered User

To start you will need to set up a “Catch all” contact for users not aleady in your system.

Click on the Contacts Tab

../../../_images/accelo5.png

and Click Add user in the top left corner

../../../_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

../../../_images/accelo7.png

Create an Application User

To do this click the Configuration Gear in the botton left corner:

../../../_images/accelo1.png

Next click on the API tab and Register Application

../../../_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

../../../_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.

../../../_images/accelo4.png

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

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 helpdeskbuttons installation folder (C:\Program Files(x86)\Helpdesk Button). 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 Dispatcher Rules.

Read/Write Read Only
priority selections
type hostname
standing name
priv_append email
message ip
subject mac
append

input_cell

assignee

input_phone

class

input_company

 

input_email

 

input_name

Field Definitions

priority

The ticket priority level (Urgent, Low, ect):
../../../_images/accelo-priority.png


standing

Refers to the ticket status (New, In Progress, etc):
../../../_images/accelo-standing.png


type

The issue type (Service Request, Incident, Problem, Alert):
../../../_images/accelo-type.png


assignee

The agent that will be assigned this ticket:
../../../_images/accelo-assignee.png


class

The tickets class (Accounts/Renewals, E-commerce):
../../../_images/accelo-class.png


priv_append

Allows you to append information to the internal ticket note:
../../../_images/accelo-priv_append.png


input_*

../../../_images/accelo-inputs.png


other

There are additional variables which are common to all integrations. Those are documented here

The fields labeled input_* contain information typed by the user only in the event that they are not found in the PSA