Kaseya Integration

Unregistered User

First we need to make a contact in a catch all company, this contact will put tickets in on behalf of users that are not currently in the system.

../../../_images/ka-image0.png

This is our contact. Feel free to use whatever data you would like, but make sure the email address is unregistered@helpdeskbuttons.com

Create an API User

Navigate to the Employee window:

../../../_images/ka-image1.png ../../../_images/ka-image2.png

It is probably best to create a new user, but an existing user with the correct permissions can work. This guide will assume you create a new user.

Click New and create the user with whatever data you may like. The Security Role is the only important part of this process. To start out put it as Administrator. You will need the email address to be something that can recieve the password. Once that is complete an email will be sent to the address specified with the login credentials we need.

Helpdeskbutton.com Settings

Once we have that email, plug the info into the Settings page after selecting Kaseya BMS as the Ticket System. The format is:

Company+username:password

Once you click update you should be good to go.

Kaseya requires alot of information to submit a ticket. We have chosen some defaults that will allow tickets to go into the system for most users. If additional customization is needed try using our Advanced Options feature.

API Access Settings

For those of you who want to restrict the access the API user has, here is the security access we need: (a custom security role will need to be created and assigned to us with these permissions):

  • Service Desk/My Tickets: View and Modify - For Creating and editing tickets
  • Service Desk/Tickets: View and Modify - For Creating and editing tickets
  • Service Desk/Unknown Tickets: View and Modify - For Creating and editing tickets
  • CRM/Accounts View - For gathering location data (addresses)
  • CRM/Contacts View - For Matching tickets with contacts
  • Admin/Special Features: Has API Access - To access the API

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.

Advanced Integration Options

Defaults

Please note that either queue, assignee, or both must be set for this integration to work properly.

Custom Rules

This is the list of variables that can be accessed when using the Custom Rules.

Read/Write Read Only
priority selections
ticketStatus name
queue email
ticketType ip
message openDate
title hostname
ticketSource mac
assignee  
append  

Field Definitions

  • priority refers to the ticket priority (Urgent, Low, ect)
  • ticketStatus refers to the ticket status (New, In Progress, etc)
  • comment_subject refers to the subject line of the first comment
  • ticketType refers to the issue type in RepairShopr (Helpdesk, Internal, etc)
  • queue refers to the queue the ticket will be assigned to
  • assignee refers to the agent the ticket will be assigned to
  • message refers to the message the client typed when making the ticket
  • title refers to the ticket title
  • append refers to the information appended to the HDB report
  • ticketSource refers to the source of the ticket (Client portal, Phone, Other)
  • priv_append allows you to append information to the internal ticket note
  • selections refers to the checkboxes/radio buttons the client chose when creating the ticket
  • name refers to the client’s name
  • email refers to the client’s email
  • ip refers to the client’s external ip address
  • mac refers to the client’s MAC address
  • hostname refers to the client’s hostname
  • openDate refers to the date the ticket was created