Basically CommitCRM will open tickets based on email alerts that match rules configured in the CommitCRM MSP email connector. This is purely a one-way path Kaseya alert email is interpreted and creates a CommitCRM ticket. There is no back path to Kaseya to close alerts.
I am still running Kaseya 4.8.x, but the concepts should be the same for Kaseya 2008.
First, in Kaseya go to each of the following areas, select Email Format, and add the following to the subject of each email template: “site:<gr>.” <gr> is the Kaseya variable for the Group ID. (change “.” To “:” if you wish to use Kaseya sub groups to link to the CommitCRM account ie “site1.location5”)
Monitor – Alerts (for each alert type in the pull down)
Monitor – Assign Monitoring
Patch Mgmt – Patch Alert
Backup – Backup Alert
Security – Security Alarms
Kaseya alerts will need to be setup to email to your CommitCRM support email address for processing.
Second, set up Commit’s Email Connector using the serverconfig program. Go the Email Connector tab, scroll down to Email Processing Settings, Select Automated Emails. Set System State to On and click Automated Email Settings.
Add a rule at the top for “Rules for detecting and identifying incoming emails as automated” and enter the email address your Kaseya uses for the From field of alerts and hit OK. Skip down to Account Record Detection Rules and create a rule:
Account Name (file As … field )
Located: between
The Word/Phrase: “Site:”
And “.” (replace “.” With “:” if using subgroups)
Third step is to modify the (File As Field) in the CommitCRM account to be the primary Kaseya group for the client. You need to be in a CommitCRM View that includes full details to see the File As field. Since we are using “.” to terminate the subject search, subgroups in the <gr> will be ignored and should not be included in the File As field (.ie if <gr> = site1.location5 the rule above will return a File As value of site1). Case is significant!
The only negative affect of this config I have found is that the CommitCRM Outlook Syncs the CommitCRM File As field with the Outlook File As Field and then Outlook displays the File As field as the contact’s company name in the Outlook Contact screen.
I do not see any more or less ability in this configuration versus the Level Platforms and N-Able configs presented in the CommitCRM Documentation.
I am still running Kaseya 4.8.x, but the concepts should be the same for Kaseya 2008.
First, in Kaseya go to each of the following areas, select Email Format, and add the following to the subject of each email template: “site:<gr>.” <gr> is the Kaseya variable for the Group ID. (change “.” To “:” if you wish to use Kaseya sub groups to link to the CommitCRM account ie “site1.location5”)
Monitor – Alerts (for each alert type in the pull down)
Monitor – Assign Monitoring
Patch Mgmt – Patch Alert
Backup – Backup Alert
Security – Security Alarms
Kaseya alerts will need to be setup to email to your CommitCRM support email address for processing.
Second, set up Commit’s Email Connector using the serverconfig program. Go the Email Connector tab, scroll down to Email Processing Settings, Select Automated Emails. Set System State to On and click Automated Email Settings.
Add a rule at the top for “Rules for detecting and identifying incoming emails as automated” and enter the email address your Kaseya uses for the From field of alerts and hit OK. Skip down to Account Record Detection Rules and create a rule:
Account Name (file As … field )
Located: between
The Word/Phrase: “Site:”
And “.” (replace “.” With “:” if using subgroups)
Third step is to modify the (File As Field) in the CommitCRM account to be the primary Kaseya group for the client. You need to be in a CommitCRM View that includes full details to see the File As field. Since we are using “.” to terminate the subject search, subgroups in the <gr> will be ignored and should not be included in the File As field (.ie if <gr> = site1.location5 the rule above will return a File As value of site1). Case is significant!
The only negative affect of this config I have found is that the CommitCRM Outlook Syncs the CommitCRM File As field with the Outlook File As Field and then Outlook displays the File As field as the contact’s company name in the Outlook Contact screen.
I do not see any more or less ability in this configuration versus the Level Platforms and N-Able configs presented in the CommitCRM Documentation.
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