CommitCRM Continuum Link

[nattivillin]

We should be able to right click on a ticket and "update" it in/for continnum.

Having to go all the way to Ticket > Tools> (consumes) more time!

Just a thought.

[Support Team]

Re: RangerMSP Continuum Link

Good point. This will make it easier. Thanks.

[nattivillin]

Re: Commit Continuum Link

Yea!

[nattivillin]

Re: Commit Continuum Link

We activated the module last night. We received an email at some point saying 8 tickets were ready to be downloaded to CommitCRM.

Once we set the .ini file to Y, we assumed everything (should) have started replicating.

Looks like the open tickets in Continuum are no more, but where did they go? We cant find the 8 new tickets in CommitCRM.

[Support Team]

Re: RangerMSP Continuum Link

You need to activate and enable the integration in Continuum portal.

Then, you need to map Sites to Accounts to and optionally Devices to Assets.

Did you do that?

Only then, you should enable Tickets flow from Continuum to RangerMSP - this is achieved by changing the .ini file and setting the token to Y - AND - RESTARTING the RangerMSP RMM Server service, that should have been installed on your server.

Please find the details - Continuum Link setup guide.

[nattivillin]

Re: Commit Continuum Link

We activated the link @ Continnum, and mapped all sites and assets in CommitCRM. I think I followed that guide pretty well.

Still trying to find out where the 8 continuum tickets went.

[Support Team]

Re: RangerMSP Continuum Link

Verify that the correct token is set to Y and that you restarted the service.

Also, sometimes it takes ~24 hours for Continuum servers to start sending tickets - though it seems like you have already waited that long.

Also, the Tickets in Continuum are not "gone" when using RangerMSP, they are there for you to review in their portal as well.

[nattivillin]

Re: Commit Continuum Link

It hasn't been 24 hours yet, more like 18. I will be patient and wait the required 24 hours -_-

[nattivillin]

Re: Commit Continuum Link

Looks like its all working. We do have an issue with merging tickets in CommitCRM, they seem to get lost in Continuum.

What happens on Continuum's side when we merge a ticket in CommitCRM?

[Support Team]

Re: RangerMSP Continuum Link

Great! Thank you for the update.

When deleting the ticket or when the ticket is deleted by merging it to another ticket in RangerMSP, it does not affect the Ticket in Continuum.
In Continuum you still will see the Ticket number from RangerMSP.

Depending on the reason the ticket was merged/deleted in RangerMSP, you may need to close the ticket manually in Continuum.

[nattivillin]

Re: CommitCRM Continuum Link

A suggested improvement: When a ticket gets merged in CommitCRM, it should close the "merged" ticket in Continuum just like it does in CommitCRM.

The point of paying for this module is so we don't have to perform work in both systems. We are not getting the full value of of this module if we have to manually close merged tickets in Continuum.

[Support Team]

Re: RangerMSP Continuum Link

Thank you. We have just logged your suggestion.

[nattivillin]

Re: CommitCRM Continuum Link

We are finding we have to restart the CommitRMM service multiple times a day because it stops syncing with Continuum.

We wouldn't know we were missing data if we didn't get the email from continnum saying there are tickets that have not been downloaded yet.

We have this same issue with CommitCRM email server but we don't have to restart it more than once a day.

What can we do? Both services run as an admin user already.

[Support Team]

Re: RangerMSP Continuum Link

That shouldn't be the case. We will be happy to review your most recent log files. Please send them to us.

[nattivillin]

Re: CommitCRM Continuum Link

Logs Sent